Avaya Call Center Reports Explained Manual de usuario descargar pdf (Pagina 7)

Introduction 3

Issue 1 (2) Reports Explained

Introduction

In-Progress Calls

Reports will only contain information regarding calls which have been completed. That is, in-

progress calls will not feature in any of the reports.

Report Periods

Manually generated reports can be generated for any elapsed period of time. This means that if

you want to have a report that contains information from 12:00 mid-day Tuesday to 16:15

Thursday afternoon, you can easily obtain it.

There are no pre-defined limitations on the period of time a manually generated report can

include.

Scheduled reports are limited to fixed durations: daily, weekly or monthly.

Skillset Selection

Many reports allow the User to choose to report on any combination of the Skillsets they have

been assigned.

They can report on a single Skillset, a combination of their assigned Skillsets or all of their

assigned Skillsets.

But note that some reports might not operate in the way initially expected. For example, if you

request an Agent Profile report for Skillset 1, you will receive a report listing all of the Agents

who were logged into Skillset 1, including multi-Skillset Agents, and the report will include all

of the activity of those Agents, irrespective of the Skillset of the call they handled.

If this was not the case, and the report was limited to the Agent activity for the requested Skillset

only, you would need to run the same report for each Skillset that each of the multi-Skillset

Agents was logged into, to see a full picture of their activity.

PSTN and Multimedia Calls

Nortel Networks Reporting for Call Center reports on both ‘normal’ PSTN voice calls and calls

conducted through the use of Nortel Networks Multimedia Call Center.

Direct and Indirect Calls

From the point of view of any given Skillset, Direct Calls are calls that were presented directly to

that Skillset. That is, the incoming caller was handled by the Call Routing and was presented by

the Call Routing directly to the Skillset in question. Indirect Calls arrived in the Skillset in some

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Avaya Call Center Reports Explained Manual de usuario Pagina 7