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Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07
62
By default all reports open in numerical format. Some reports are also available in a graphical
format, and this can be selected by clicking Vi
ew and then Graph.
Selecting N
umeric from the View menu option changes the report back to a numerical format
again.
Note: The Answered Call, Abandoned Call, Incoming Call, Call Profile and Summary reports
can all be viewed in both numerical and graphical formats.
Reports viewed at a System level will show information summarising the totals for each Skillset.
Reports viewed from a Skillset level provide more detailed information, showing individual lines
and individual agents.
If a report contains information relating to both lines and agents, two windows will be displayed
split equally across the screen. Some reports may contain more information than can be
displayed on the screen at one time. In this case click inside the report window to activate the
scroll bar. The scroll bar appears on the right-hand side of the window.
Report Types
Answered Call
The Answered Call Report shows the total number of calls that were answered, and the
percentage of calls that were answered in the time frames configured in the Answer Time Bins.
The report shows both line and agent information.