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Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07
72
Agent Profile Report
The Agent Profile Report is only available from the System level. It provides detailed
information on the activity of each individual agent. Use the Agent Profile Report Range
options to specify which agents are required. Agent ID or Agent Name can be used to sort the
information.
Agent Profile Report
The agent information includes:
Title Description
TIME INTERVAL Actual times for agent log in and log out.
LOG IN TIME Total time the agent was logged in.
AVAILABLE TIME Time the agent spent available.
NOT RDY Time the agent spent in the not ready state.
INCOMING TALK –
CALLS
Number of incoming calls the agent answered.
INCOMING TALK – TIME Time the agent spent on incoming calls.
OUTGOING TALK –
CALLS
Number of outgoing calls made by the agent.
OUTGOING TALK – TIME Time the agent spent on outgoing calls.
BREAK TIME Time the agent spent in post-call break time