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Real Time information
Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07
54
Number of calls waiting
Number of calls waiting > alarm
Number of outgoing calls in progress
Number of incoming calls in progress
Queue time for the oldest waiting call
The mode of operation (In or Out)
System Numerical Real Time – Agents
Skillset name
Number of agents currently available
Number of agents on incoming calls
Number of agents in the not ready state
Number of agents on outgoing calls
Number of abandoned calls (15 min period)
Grade of Service offered (15 min period)
Skillset level
If you have Logged In at Skillset Level (901 … 950) or have used the Signed-Through option
from the System Manager level to a Skillset level, you can display the Skillset level Real Time
screens as follows. From the Main window menu, click M
anagement-Info, then select Real
Time .
Selecting the Real Time opens three Windows.
Skillset Real Time - Chart - provides a pie chart view of the current status of lines and agents in
the Skillset.
Above the pie charts is a legend explaining what the colours shown on the pie charts represent.
Note that the Waiting (light blue) and > Alarm (Red) colours are used to represent calls that are
waiting, and those that have waited in excess of the Alarm Threshold. These colours will only
appear in the Line pie chart, and will not appear in the Agent pie chart.
Agents that have remained within the Not Ready, Incoming or Outgoing states in excess of the
Real Time thresholds will be shown in red in the Skillset Real Time – Agents window.
Skillset Real Time - Agents - provides a graphical status of all agents in the Skillset with the
current duration.
Note that agents remain in the Incoming State (green) until their Break Time (Post Call
Completion) has expired.
Skillset Real Time - Status - provides numerical information on the status of the traffic on the
lines, agent activity and level of service being offered.