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Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide
67
The agent information includes:
Title Description
LOG IN TIME Time spent logged in to the Call Center.
INCOMING TIME Time spent on incoming calls.
OUTGOING TIME Time spent on outgoing calls.
BREAK TIME Time spent in post call break time.
NOT RDY Time spent in the not ready state.
AVAILABLE TIME Time spent available to make or receive calls.
Average Time Report
The Average Time Report displays the average time a caller waits prior to either being answered
by an agent, or abandoning due to no answer. When viewed at System level the averages for all
Skillsets can be compared. When viewed at Skillset level this report shows the average incoming
and outgoing call duration of each agent relative to the average of all agents.
Average Time Report – Numerical (Skillset level)
The line information includes: