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Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide
Glossary of Terms
Abandon Time Bins A series of six time steps used in the statistical analysis of Abandoned
Calls. Nortel Networks Call Center Reporting will provide statistical
reports on the percentage of incoming calls abandoned within each of
the periods specified in the chosen Abandoned Time Bins. A seventh
period is also used in the reports, which gathers information on all
calls which abandoned after the period specified by the sixth
Abandoned Time Bin.
Agent Status The ‘state’ of an Agent who is logged into the Call Center. The states
in which an Agent is displayed in the Real Time screens are:
Available which is shown in blue; on an Incoming Call (including
Break Time) which is shown in Green; on an Outgoing Call which is
shown in Yellow; Not Ready (including being on an internal call)
which is shown in Grey. Note that such actions as making an
Outgoing Call whilst already in the Incoming or Not Ready states will
not change the displayed state of the Agent: they will still be displayed
as Incoming or Not Ready, respectively.
Alarm Threshold Alarms may be set to trigger an alert on the wallboards, to inform your
Agents of some event or circumstance. The value which a parameter
must reach, match or exceed to trigger an Alarm is the Alarm
Threshold.
Answered Time Bins A series of six time steps used in the statistical analysis of Answered
Calls. Nortel Networks Call Center Reporting will provide statistical
reports on the percentage of incoming calls answered within each of
the periods specified in the chosen Answered Time Bins.
A seventh period is also used in the reports, which gathers information
on all calls which were answered after the period specified by the
sixth Answered Time Bin.
Available State For a Line: The Line is not in use.
For an Agent: The Agent is ready to take Incoming Calls.
The Available State is shown as Blue in the Real Time Screens.
Break Time The period allocated to Agents in-between receiving Incoming Calls
(also called Wrap Up and Post Call Completion).
Call Center platform The Call Center product which handles the call distribution and
Agents handling for your Call Center. The unit to which Nortel