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Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide
65
Incoming Call Report – Numerical View (System level)
The line information includes:
Title Description
TOTAL IN Total number of incoming Call Center calls.
INCOMING CALLS - ANS. Number of incoming calls answered.
INCOMING CALLS -
ABD.
Number of incoming calls that abandon.
INCOMING CALLS - OUT Number of incoming calls received during the “out” mode of
operation.
ANSWERED CALLS - <T The number of incoming calls answered before the configured Call
Waiting Alarm (Primary Alert) time has elapsed.
ANSWERED CALLS - >T The number of incoming calls answered after the configured Call
Waiting Alarm (Primary Alert) time has elapsed, but before the
Service Target (Secondary Alert) has been reached.
>S The number of incoming calls answered after the configured Service
Target (Secondary Alert) time has elapsed.
OVERFLOW Number of incoming calls that overflow to another Skillset.
ANS. - OTHERS Number of incoming calls answered by non-Call Center extensions.
G.O.S. The Grade of Service being offered to incoming callers.