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Glossary of Terms
Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07
88
Networks Call Center Reporting is connected and receives the Real
Time data from.
The supported Call Center platforms are: the Business
Communications Manager 2.5 and the CallPilot 100/150.
Call Queue When there are no Agents Available in a Skillset to receive Incoming
Calls the Call Center platform will hold these Incoming Calls in a
queue. As Agents become available the queued calls will be
distributed. Each Skillset has a Call Queue.
Exchange Line Utilization The amount of time that the Lines which have been Uploaded from
the Call Center have been in use on Incoming or Outgoing calls, either
by Agents or by non-Agents.
Grade of Service The Grade of Service is a figure which is used to represent the level of
service provided to incoming callers, based upon Call Center response
times.
It is available within the Hourly, Daily, Weekly and Monthly reports,
and is expressed as a percentage. It is calculated as follows:
Answered = Total Number of Calls Answered
Abandoned = Calls which Abandoned
Service = Calls answered after the Service
Threshold
G of S% = Answered – Service
x 100
Answered + Abandoned
Incoming State For a Line: The Line has an Incoming Call on it which has been
answered.
For an Agent: The Agent is engaged on an Incoming Call, or is still in
the Break Time from their previously handled Incoming Call.
The Incoming State is shown as Green in the Real Time Screens. If an
Agent has been on an Incoming Call in excess of the Incoming Call
Duration Threshold he is displayed in Red.
Master directory Installation directory of the Nortel Networks Business
Communications Manager 2.5 or CallPilot 100/150 Call Center
Reporting Master Client.
Not Ready State For Agents only: Either the Agent has entered the Not Ready state to
indicate they are not Available to take calls or the Call Center has
placed them in the Not Ready state because a call was unanswered at
their handset or the Agent is active on an internal call.