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Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07
68
Title Description
WAITING TIME -CALLS Number of incoming calls answered.
WAITING TIME – AVERAGE Average waiting time prior to being answered.
INCOMING CALL TIME – CALLS Number of incoming calls answered.
INCOMING CALL TIME – AVERAGE Average duration of an incoming call.
ABANDONED CALL TIME – CALLS Number of incoming calls that abandon.
ABANDONED CALL TIME –
AVERAGE
Average time a caller waits before abandoning.
The agent information includes:
Title Description
INCOMING CALL TIME – CALLS Number of incoming calls answered by agents.
INCOMING CALL TIME – AVERAGE Average duration of an agent incoming call.
OUTGOING CALL TIME – CALLS Number of outgoing calls made by agents.
OUTGOING CALL TIME – AVERAGE Average call duration time of an agent outgoing
call.
BREAK TIME – CALLS The number of times an Agent was placed in
Break Time.
BREAK TIME – AVERAGE Average duration of each post-call break time.
System Capacity Report
The System Capacity Report shows how often, and for how long, the call center was working at
its maximum capacity. The line information shows the number of occasions when all lines were
busy, together with the total amount of time for which this condition prevailed. (Note that this
only includes Lines which are uploaded from the Call Center, therefore Target Lines are not
added to these totals.)
The agent information shows the number of times that there were no agents available and the
total amount of time for these periods.
Note that the System Capacity entries represent the cumulative amount of time for those periods
in which all Lines were in use or all active Agents were unavailable, across all Skillsets. This is
not the same as summing all of the Skillset values. The System Capacity figure in the report
represents those times when portions of the individual Skillset maximum capacity periods
overlapped with those from all other skillsets. For example, the following section from a report
shows two skillsets and a System Capacity:
System Capacity
Entire System 2 00:35
Skillset
Sales 3 01:25
Support 4 02:15
This shows that on 3 three occasions all Lines in Sales were in use, and the total time for these
three periods adds up to 1:25. Likewise, Support had all of their Lines busy for 4 periods