Avaya Call Center Reports Explained Manuale Utente Scaricare il pdf (Pagina 43)

Index 39

Issue 1 (2) Reports Explained

Index

A

Abandoned, 8, 11, 12, 13, 14, 33, 36

Abandoned Call, 8, 11, 12, 13, 14, 33

Abandoned Call Report, 11

Abandoned Calling Line ID Report, 12, 13

Abandoned Time Bins, 11

Activity Code, 26, 27, 28, 29, 30, 31, 35

Activity Code Report by # of Pegs, 30

Activity Code Report by Agent, 28, 30

Activity Code Report by Skillset, 26

Adobe, 7

Agent, 3, 4, 8, 9, 11, 15, 17, 19, 20, 21, 22,

23, 24, 25, 27, 28, 29, 30, 31, 37

Agent Activity Report, 24

Agent Audit Report, 25

Agent Average Report, 19, 20, 22

Agent Capacity Report, 15

Agent Detail, 19

Agent Profile Report, 22, 24

Answer Time Bins, 9

Answered Call, 9

Answered Calls Report, 9

Available, 7, 16, 22

B

Break Time, 21, 22

C

Call Average Report, 10, 19

Call Center, 5, 10, 14, 15

Call Profile Report, 12, 14, 34, 35

Call Profile Report Graph, 35

Call Routing, 3, 4

Call Transactions, 4, 9, 36

D

Direct Call, 3, 4

E

Excel, 7

Export, 5, 7

G

Grade of Service, 32, 34

Graph, 35

H

Help Request Report, 17, 37

Help Request Unanswered Report, 37

How this guide is organized, 2

How to use this guide, 2

I

Incoming Call Report, 36

Indirect Call, 3, 4, 36

In-Progress Calls, 3, 5

Introduction, 2, 3

M

Microsoft, 7

Multimedia Call, 3

N

Non-Agent, 34

Nortel Networks Reporting for Call Center,

2, 3, 8, 10, 11, 13, 38

Not Ready, 22

O

Overflow, 34

P

Page Range, 8

Primary Alert, 36

Printer, 6

Printing a Report, 6

R

Real Time screens, 19

Report Headers, 5

Report Magnification, 8

Report Periods, 3

1 2 ... 38 39 40 41 42 43 44

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