Avaya Call Center Reports Explained User's Manual
Contents
1. Comment Find Printer m Page Range S e All Number of copies fi C Selection Curent Page C Pages EE in EE Figure 3 Report Printer Selection Window This window allows you to select a printer from the list of available printers This is the printer the report will be generated on You may specify the number of copies you wish to have printed and if the report contains several pages you can choose to print the whole report the page you are currently viewing or a selection of pages The Preferences button allows you to specify settings such as paper orientation and size Exporting A Report Clicking on the export report icon opens the export report window shown below Reports Explained Issue 1 2 Introduction 7 Export Report ES File Format Microsoft Excel Page Range f AJ C Pages From fi To fi File name C Documents and Settings davem Desktop MondaylncomingRe OK Cancel Figure 4 Export Report Window File Format Select the desired format from the File Format drop down menu The available formats are Export Format Name Extension Required Viewer Crystal Reports native rpt Crystal Reports format Microsoft Excel xls Microsoft Excel or Microsoft Excel Viewer Microsoft Excel data only xls Microsoft Excel or Microsoft Excel Viewer same as Microsoft Excel format above but in a naked format without the shading highlight2. Reports Explained 3 Answered Calls Report Crystal Reports ActiveX Viewer Microsoft Internet Explorer sere sp T Po gt Mos Preview NORTEL NETWORKS Company Name Happy Daze Pharmacy Report Title Answered Calls Report Report Period 10 Mar 2004 08 00 to 10 Mar 2004 17 59 Report Created 22 Mar 2004 11 37 Data Timestamp 12 Mar 2004 15 57 Skillsets 1 3 lt 00 20 1 Development 1381 50 4 Voice 1351 50 4 Multimedia o 0 0 3 Training 0 096 Voice 00 00 Multimedia 0 095 Figure 5 Answered Calls Report The Answered Call Report shows the total number of calls that were answered by the Skillsets included within the report This report is calls based and is not affected by call transactions Call Transactions are described on Page 4 Voice PSTN calls and Multimedia calls are listed separately and totalled for each Skillset and for the report total Both figures and the percentages are provided The reports shows how long those calls that have been answered by your Call Center waited before they were answered The breakdown is by the Answer Time Bins values which are Issue 1 2 Reports Explained 10 Reports Explained specified in Nortel Networks Reporting for Call Center see the Nortel Networks Reporting for Call Center Set Up and Operations Guide Six time bins are specified and a seventh is appended automatically which captures all values higher than the sixth Time
3. A Summary Report Presented Calls Answered Calls Answered Calls s amp B nad d Presented Calls s amp B B H EH TT ELITE aggtonsaee smmmumsmumm asar nz Voc ses amp Period Abandoned Calls Calls Handled in another Skillset Abandoned Calls oes angtonsaee Ta a E a x m 10 o Calls Handled in another Skillset SNNMSEEEN antonia n Outgoing Calls Grade of Service Outgoing Calls Grade of Service rol sascunzat EE EEEE a mscz nzaum Figure 19 Summary Report Graphs Page Each of the graphs shows a bar chart profile across the period of the report This allows correlations of data to be highlighted which can then be investigated using the other more detailed reports This report would tend to indicate that there should be some investigation into why the two highest numbers of Outgoing Calls are made at the same time as the two highest numbers of Abandoned Calls which occurs at the same time Presenting the information in this fashion makes such anomalies easy to spot allowing the Supervisor to then look further into the matter Issue 1 2 Reports Explained 34 Reports Explained Call Profile Report PA Crystal Reports Activex viewer Microsoft Internet taplorer EM us x amp ae six 4 1 of 3 DM os 4 Preview N RTEL NETWORKS Company Name Report Title Report Period Happy Daze Pharmacy Call Profile Report 10 M
4. Activity Report isi ee GEES ese RE tree ien IE ege dine EER Ee dna de er EER ehe GESAG GER sk de Pies 24 Ergure 14 Agent Audit Report RR N EE EN OE dettes 25 Figure 15 Activity Code Report eee ret creer ree eee Ge Re Ge Re Re ee Ee Ge eerie RE oa ede g oo 26 Figure 16 Agent Activity Code Report by Agent esse esse ee see see eene nennen inrer eterne tentes enn nnes 28 Figure 17 Agent Activity Code Report by Number of Pegs iese se ses se ee Se ge ek ee Ge Ge Ge Be GR Ge eterne 30 RES E Ie Ai RA EE EE EE EE cess 32 Figure 19 Summary Report Graphs Page se se se ge Ge ek ee ee Ge Ge Ge Se Ge ek ee ee Ge Ge GR Se be ke Ge Ge Ge ek ke 33 Figure 20 Call Profile Report ie eee Pe o fees ie De ah eels e d reet ee ne Us i bet ee ente ds 34 Figure 21 Call Profile Report Graph Pages eee ue RR re e eese y eeu nde ee guns 35 Figure 22 Incoming Call EE EE EE N 36 Figure 23 Unanswered Help Request Report sesse sesse ee ese eene nennen nennen ntes ennt ee tenen innen 37 Issue 1 2 Reports Explained How To Use This Guide 2 How to use this guide 1 Introduction This guide is designed to explain the reports and how they will display the statistics related to various call treatments and seguences of actions relating to calls Use this guide as an ongoing reference This chapter tells you what to expect as you read this guide and how information in this guide is presented How this guide is organized The Reports Explained
5. 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 Issue 1 2 Reports Explained 40 Index Re
6. Daze Pharmacy Report Title Activity Code Report By Skillset Report Period 10 Mar 2004 08 00 to 10 Mar 2004 17 59 Report Created 20 Mar 2004 14 53 Data Timestamp 12 Mar 2004 15 57 Skillsets 1 3 Activity Code Skillset Activity Time Number of Pegs Average Time 4 Account Ory 01 08 28 38 00 01 48 1 Development 01 08 28 38 00 01 48 10 Catalog Rast 01 13 26 55 00 01 20 1 Development 01 13 26 55 00 01 20 7 Credit Appl 00 40 38 28 00 01 27 1 Development 00 40 38 28 00 01 27 8 Credit Chk 00 27 24 9 00 03 03 1 Development 00 27 24 8 00 03 03 9 Credit Stop 00 26 59 13 00 02 05 1 Development 00 26 59 13 00 02 05 43 Engineer 00 07 28 B 00 01 15 1 Development 00 07 28 5 00 01 15 14 Engineer Fit 01 29 01 33 00 02 42 1 Development 01 29 01 33 00 02 42 Figure 15 Activity Code Report This report shows the Activity Codes which have been entered on calls for each Skillset included in the report For each Skillset the Activity Codes are presented in alphabetical order with the average call duration time the number of pegs and the actual accumulated time of all the calls that were associated with each Activity code Activity Codes can be used to determine different things If an Activity Code represented each magazine or publication in which advertisements had been placed and each incoming caller was asked to say where they saw the advertisement they were responding to it is easy to build up a picture of which publications are the m
7. Note if you request this report for say Skillset 1 you will receive a report listing all of the Agents who were logged into Skillset 1 including multi Skillset Agents and the report will include all of the activity of those Agents irrespective of the Skillset of the call they handled If this was not the case and the report was limited to the Agent activity for the requested Skillset only you would need to run the same report for each Skillset that each of the multi Skillset Agents was logged into to see a full picture of their activity Issue 1 2 Reports Explained 24 Reports Explained Agent Activity Report iBi x ef Aaf 1 oft gt ae Preview NORTEL NETWORKS Company Name Happy Daze Drug Store Report Title Agent Activity Report Report Period 19 Mar 2004 08 00 to 19 Mar 2004 17 59 Report Created 21 Mar 2004 20 15 Data Timestamp 24 Mar 2004 20 08 Skillsets 1 2 Incoming Incoming Non Call Outgoing Supervisory Logged in Call Center Center Call Time Not Ready Monitoring Internal Call Time Time Time Break Time Time Time Time Total 1 112 10 32 01 04 42 011213 01 42 05 02 46 29 16 04 22 00 00 00 00 25 16 1 Admin 1 Alison 08 53 21 00 32 07 00 11 33 00 26 27 00 01 05 00 55 40 00 00 00 00 07 46 1 Admin 8 Debbie 09 09 43 00 00 45 00 38 23 00 45 40 00 00 10 04 41 54 00 00 00 00 06 35 2 Support 5 Stuart 09 05 07 00 21 04 00 22 09 00 12 06 00 00 05 04 53 49 00 00 00 00 07 57 2 Support
8. identity of some of the abandoned callers may be held in the Abandoned Calling Line ID Report see Page 13 e The Call Profile Report see Page 34 will allow you to see the spread of Abandoned Calls across the day This can enable you to plan your staffing levels Reports Explained Issue 1 2 Reports Explained 13 Abandoned Calling Line ID Report ZA Crystal Reports ActiveX Viewer Microsoft Internet Explorer x amp epo ila sf tot gt Om oe Preview Company Name Happy Daze Pharmacy Report Title Abandoned Calling Line ID Report Period 10 Mar 2004 08 00 to 10 Mar 2004 17 59 Report Created 20 Mar 2004 12 50 Data Timestamp 12 Mar 2004 15 57 Skillsets 1 3 Date Calling Line Identity Abandoned Time 10 Mar 2004 555123321 00 00 01 10 Mar 2004 L100 00 00 10 10 Mar 2004 555369963 00 00 05 10 Mar 2004 L108 00 03 08 10 Mar 2004 L102 00 00 50 10 Mar 2004 555789987 00 00 14 10 Mar 2004 L109 00 01 09 10 Mar 2004 L109 00 01 09 10 Mar 2004 555345543 00 00 13 10 Mar 2004 L109 00 00 07 10 Mar 2004 L100 00 00 12 10 Mar 2004 555567765 00 00 45 10Mar 2004 L94 00 00 12 10 Mar 2004 L102 00 00 10 10 Mar 2004 L108 00 00 21 10 Mar 2004 L110 00 00 09 10 Mar 2004 L101 00 00 06 10 Mar 2004 555890098 00 00 10 10Mar 2004 L118 00 01 00 10 Mar 2004 L100 00 00 12 10 Mar 2004 L101 00 00 12 10 Mar 2004 L117 00 00 45 10 Mar 2004 555246642 00 04 22 AM Mae ann baa nnna Figure 7 Abandoned Calling Line ID Report The Abandoned Cal
9. late callers could be rung back to be advised of your opening hours The Call Profile Report see Page 34 will also indicate where the peaks of the Abandoned Calls fall throughout the day but the Abandoned Calling Line ID report will also tell you who abandoned Reports Explained Issue 1 2 Reports Explained 15 Agent Capacity Report ZA Crystal Reports ActiveX Viewer Microsoft Internet Explorer x amp amp fox z 4 Preview Company Name Happy Daze Pharmacy Report Title Agent Capacity Report Report Period 10 Mar 2004 08 00 to 10 Mar 2004 17 59 Report Created 20 Mar 2004 13 05 Data Timestamp 12 Mar 2004 15 57 Skillsets 1 3 Number of instances when no agents were available to answer an incoming Skillset call center call Total time for all those instances Name Total 980 Total 06 43 43 Development 980 06 43 43 Training 0 00 00 00 Figure 8 Agent Capacity Report The Agent Capacity Report shows how often and for how long the Call Center was working at its maximum Agent capacity It shows the number of times that there were no Agents available to take a call because they were already on a call on an outgoing call Not ready etc and it also shows the total duration of all of these periods That is it details the instances and the duration of those instances when all Agents were occupied simultaneously with something which prevented them being presented with an incoming Call Center call The Age
10. skillset s Training Presented Answered and Abandoned Calls E S S es x P P E E a Period Figure 21 Call Profile Report Graph Page Issue 1 2 Reports Explained 36 Reports Explained Incoming Call Report E Crystal Reports ActiveX Viewer Microsoft Internet Explorer x amp ef HK 1 of2 bo os da Preview NORTEL NETWORKS Company Name Happy Daze Pharmacy Report Title Incoming Call Report Report Period 10 Mar 2004 08 00 to 10 Mar 2004 17 59 Report Created 20 Mar 2004 15 08 Data Timestamp 12 Mar 2004 15 57 Skillsets 1 3 Left Left Skillset Skillset via via Calls e oes Unstaffed Direct Indirect Agnt Abandoned Calls Total 1 615 0 1 431 238 0 2 Voice 0 1 431 238 0 2 Multimedia 0 0 0 0 0 1 Development 1 615 0 1 431 238 0 2 Voice A 0 1 431 238 0 2 Multimedia 0 0 0 0 0 3 Training 0 0 0 0 Voice 0 0 0 0 Multimedia 0 0 0 Figure 22 Incoming Call Report The Incoming Call Report relates to Incoming Direct and Indirect Calls not Call Transactions see Page 4 This report provides a consolidated one line summary of the call traffic into the Skillsets included in the report and the call handling of that traffic This report makes it easy to find the answers to such questions as how many calls Direct and Indirect were presented to the Skillsets and how many were Answered and Abandoned Of those that were Answered where were they answered and wh
11. the number of pegs entered and the accumulated time of all the calls that were associated with each Activity code per Agent This is a quick and easy way of determining which activities or call types each Agent has spent most time on or been most frequently involved with which might not be the same thing Activity Codes can be used to determine different things If an Activity Code represented each magazine or publication in which advertisements had been placed and each incoming caller was asked to say where they saw the advertisement they were responding to it is easy to build up a picture of which publications are the most effective vehicles for your advertisements Reports Explained Issue 1 2 Reports Explained 31 Activity Codes can be used to identify different types of call For example a Help Desk could have activity codes for different products that they support It is then easy to see which products generate the most calls or which product support calls have the highest average talk time Activity Codes can be used to represent Agent activity as a result of a call for example Activity Codes could be established to represent Credit Account Application Letter Sent or Catalog Posted etc Issue 1 2 Reports Explained 32 Reports Explained Summary Report F Crystal Reports ActiveX Viewer Microsoft Internet Explorer x amp epo HK der gt Preview Company Name Happy Daze Pharmacy Report Tit
12. 1 20 16 01 10 Ma 04 40 35 00 08 13 03 03 07 00 05 42 01 11 26 00 00 00 3 Carol 08 67 10 19 10Mar 01 21 15 00 04 57 00 19 09 00 04 15 00 51 21 00 00 00 10 57 16 02 10 Mar 05 05 12 00 10 56 01 41 28 00 17 44 02 49 38 00 00 58 16 28 16 52 10 Mar 00 23 38 00 00 04 00 14 46 00 00 45 00 07 36 0 00 00 00 4 Delia 09 11 10 19 10 Man 01 07 26 00 04 00 00 13 23 00 08 32 00 37 10 00 00 43 10 58 16 00 10 Mar 05 01 53 00 09 05 01 26 35 00 12 17 03 03 10 00 21 12 Figure 12 Agent Profile Report This report shows the actual figures and durations not averages for different activities that Agents have performed for each log in session for the period of the report Looking at the report above we can see that Alison was signed in for a period of 01 28 in the morning and again for a period of 04 55 in the afternoon For each logged in session the total time is then broken out into Available Time Not Ready Time Break Time Incoming Time and Outgoing Time The number of Outgoing and Incoming calls is also presented We can see that Alison handled 50 Incoming Calls 19 in the morning and 31 in the afternoon She spent a total of 2 18 43 doing so This figure of 50 ties in with the figure of 50 on the Agent Average Report see Page 20 from which we can see that for each of these 50 calls Alison spent an Average of 02 46 talking to the incoming caller Reports Explained Issue 1 2 Reports Explained 23 e
13. 15 Craig 09 02 21 00 10 46 00 00 08 00 17 52 02 45 08 04 32 58 00 00 00 00 02 58 Figure 13 Agent Activity Report This report shows the durations for a range of activities that Agents have performed for the duration of the report This is a different list of activities than the list in the Agent Profile Report see Page 22 Note if you request this report for say Skillset 1 you will receive a report listing all ofthe Agents who were logged into Skillset 1 including multi Skillset Agents e and the report will include all of the activity of those Agents irrespective of the Skillset of the call they handled Ifthis was not the case and the report was limited to the Agent activity for the requested Skillset only you would need to run the same report for each Skillset that each of the multi Skillset Agents was logged into to see a full picture of their activity Reports Explained Issue 1 2 Reports Explained 25 Agent Audit Report A Crystal Reports ET Microsoft Internet Explorer o x x amp efjo YK 1 of tt rors dh Preview Company Name Happy Daze Pharmacy Report Title Agent Audit Report Report Period 10 Mar 2004 08 00 to 10 Mar 2004 17 59 Report Created 20 Mar 2004 14 50 Data Timestamp 12 Mar 2004 15 57 Skillsets 1 Agent ID Agent Name 1 Alison Time and Date Activity Activity Duration 10 Mar 2004 08 50 51 Available time 00 00 01 10 Mar 2004 08 50 53 Not Ready 00 07 41 10
14. 3 28 00 00 32 Voice 30 00 03 28 Multimedia 0 0 Carol 91 00 02 31 00 00 29 00 00 15 Voice 91 00 02 31 00 00 29 Multimedia 0 0 Delia 85 00 02 57 00 05 27 00 00 17 Voice 85 00 02 57 00 05 27 Multimedia 0 Figure 11 Agent Average Report The Agent Average Report allows you to compare the activities of your Agents to one another The Agents Average Incoming Call Transaction Duration is listed Not that this report covers incoming call Transactions not just Direct and Indirect Incoming Calls see Page 4 If one Agent is taking much longer than other Agents on average to deal with his Incoming Calls this might indicate one of several things Perhaps he is struggling and needs more training Perhaps this Agent is better at a certain type of difficult or complex call and the other Agents are transferring these harder calls to him because he is starting to become known as an expert on them Perhaps he is just being more attentive to the incoming callers Reports Explained Issue 1 2 Reports Explained 21 If an Agent is taking far less time to deal with their Incoming Calls perhaps they are just fast or they are being less attentive to the incoming caller or perhaps they are transferring their calls to others to deal with The Average Break Time duration allows you see which Agents are taking the full amount of Break Time and which Agents are not If some Agents are on average taking 30 seconds and everyone e
15. Bin In this example the time bins have been set in steps of 10 seconds up to one minute The seventh time bin will capture any call that was answered after waiting in excess of one minute By looking at the figures of the answered Call Report the Supervisor of a Skillset can tell how long the calls that were answered by their Skillsets had to wait before they were answered In this example the large data values in the first and last Time Bins indicate that incoming callers are in general answered within 10 seconds or else they face a wait of over a minute Very few calls that are not answered within 10 seconds are answered before a wait of at least a minute This is probably a function of the average length of the calls and the number of callers the Call Center has e The average length of the calls can be checked by looking at the Call Average Report see Page 19 Reports Explained Issue 1 2 Reports Explained 11 Abandoned Call Report Crystal Reports ActiveX Viewer Microsoft Internet Explorer x amp amp w KA 1 ei yo o a Preview Company Name Happy Daze Pharmacy Report Title Abandoned Call Report Report Period 10 Mar 2004 08 00 to 10 Mar 2004 17 59 Report Created 22 Mar 2004 12 21 Data Timestamp 12 Mar 2004 15 57 Skillsets 1 3 Calls 238 238 Figure 6 Abandoned Call Report The Abandoned Call Report shows the total number of calls that were abandoned cleared down by the incoming c
16. Mar 2004 08 58 34 Available time 00 00 01 10 Mar 2004 08 58 37 Incoming Call 00 00 51 10 Mar 2004 08 59 28 Break Time 00 00 15 10 Mar 2004 08 59 43 Available time 00 00 52 10 Mar 2004 09 00 38 Break Time 00 00 15 10 Mar 2004 09 00 38 Incoming Call 00 00 01 10 Mar 2004 09 00 53 Available time 00 00 20 10 Mar 2004 09 01 17 Incoming Call 00 05 08 10 Mar 2004 09 06 25 Break Time 00 00 15 10 Mar 2004 09 06 40 Available time 00 00 01 10 Mar 2004 09 06 41 Not Ready 00 01 05 10 Mar 2004 09 07 46 Available time 00 00 01 10 Mar 2004 09 07 50 Incoming Call 00 03 42 10 Mar 2004 09 11 32 Break Time 00 00 15 10 Mar 2004 09 11 47 Available time 00 00 48 10 Mar 2004 09 12 38 Incoming Call 00 03 45 4n Mar INA NAAR Braak Timo no NNAE Figure 14 Agent Audit Report This report provides a detailed breakdown of the various activities of an Agent for the period of the report Note that if the Agent is a multi Skillset Agent all of his activities will be included for all Skillsets into which he was signed for the duration of the report Also note that as this report is very detailed it can grow VERY large VERY quickly This report is best suited to on screen detailed examinations of short periods of a single Agent s activity Issue 1 2 Reports Explained 26 Reports Explained Activity Code Report by Skillset dj Crystal Reports ActiveX Viewer Microsoft Internet Explorer jx amp oz HIK dd e roms oh Preview Company Name Happy
17. NORTEL NETWORKS Reports Explained Reporting for Call Center report descriptions and usage Issue 1 2 Table of Contents Table of dig RE EE OR RE EE EE OE tees 1 How to use this quide iecore REINE RE RR ke erento 2 IntFOQUCtlOm t E HE fe t N AD ae 2 How this guide is organized iese eke RR ER ER EE ee ee ee Re AR ER GR Ee ee ee ee ee ee ee ee RR ee ee 2 NATO CULO As ooo Tm 3 INtFODUCTION AE EE e e OE o deep e n 3 Report Viewer Toolbar se ee AR Ee ee AR EE eene nnne 5 Reports Explained sisie see EEN EEN EE ote ER GEE Oe Ee EES EE ie 9 Answered Calls Report ee se ee ee Re Re RR ER Ee ee ee ee ede ee GR hne ee ee ee ee ee ee 9 Abandoned Call Report 3 Ieri beiden DR AS 11 Abandoned Calling Line ID Report esse ese ee ee ee RE ee ee 13 Help Request Report iii ese ss es ee ee ee AR EE Ee ee ee ee Ge Ee Ee ee ee ede ee ee ee 17 Call Average Report iere i EL rer eee de Ba a ERE ER dn EE E 19 Agent Average Report sesse sessie ee se ee dee ee ee ee nnn nnne nennen nennen 20 Agent Profile Report ii EES EE ee Ee cute de GES GER Dee Ge Seg See Ne Ee ee 22 Agent Activity Report OD RE dae dnt N 24 Agent Audit Report Es EER EERS eH e REG range dad RE Piste ee ee ig 25 Activity Code Report by Skillset ie ee ae Re RE ER EE ee ee ee ee GR ER ER ee ee ee ee ee ede 26 Activity Code Report by Agent see ee ee ee ee ee e eee 28 Activity Code Report by of Pegs sss
18. aller because they would not wait any longer for each of the Skillsets included within the report Voice PSTN calls and Multimedia calls are listed separately and totalled for each Skillset and for the report total Both figures and the percentages are provided The reports shows how long those calls that did abandon waited before they were abandoned The breakdown is by the Abandoned Time Bins values which are specified in Nortel Networks Reporting for Call Center see the Nortel Networks Reporting for Call Center Set Up and Operations Guide Six time bins are specified and a seventh is appended automatically which captures all values higher than the sixth Time Bin Issue 1 2 Reports Explained 12 Reports Explained In this example the time bins have been set in steps of 10 seconds up to one minute The seventh time bin will capture any call that abandoned after waiting in excess of one minute Looking at the report we can see a descending profile from 10 seconds through to the one minute and a large value for the seventh Time Bin This suggests that the callers to this particular Call Center fall into two main camps those that realise they are going to be placed on hold and who hang up straight away so that they can ring back later those who hang up in less than 10 seconds and those who once they have dialled in are going to hang on for a long time before they give up those who abandoned after one minute e The
19. an end time and date The time and date when the report was created The time and date when the report data was obtained from the Call Center The Skillsets included in the report NORTEL Company Name Happy Daze Drug Store Report Title Answered Calls Report Report Period 30 Nov 2003 00 00 00 to 30 Nov 2003 23 59 00 Report Created 30 Nov 2003 15 34 49 Data Timestamp 25 Nov 2003 10 24 53 Skillsets 1 3 4 Figure 1 Example Report Header Report Viewer Toolbar When reports have been generated on screen they are displayed within the report viewer window The report viewer has a toolbar shown below The toolbar allows you to e Print the report e Export the report e Specify the magnification of the report on screen e Navigate through the report if there are more than one page in the report Issue 1 2 Reports Explained 6 Introduction x amp amp mox zj 4 4 1 ofi gt gt m dh Preview Figure 2 Report Viewer Toolbar Note The Preview Tab is a label informing you that you are viewing a print preview of the report Itis not a button Clicking on it will have no action It is purely descriptive Printing a Report Clicking on the printer icon opens the printer window shown below General m Select Printer SI m dae rd a E Ga E Ga Se HP Mobile Add Printer Canon hp deskjet HP DeskJet iRSO000 60 6122 series 840CJ841CJ Printing x gt Status Ready Preferences Location
20. ar 2004 08 00 to 10 Mar 2004 17 59 Report Created Data Timestamp Skillsets 20 Mar 2004 15 07 12 Mar 2004 15 57 1 3 Calls Handled GOS in Another Skillset Presented Call Center Calls Answered By Answered By Agents VoiceMail Number Abandoned Humber Answered Answered By Operator Answered By Overflow Agent Answered By Hon Agent Report Time Periods 1 Development 1 615 08 00 10 Mar 91 Voice 81 Multimedia 0 09 00 10 Mar 190 Voice 190 Multimedia 10 00 10 Mar Voice Multimedia 44 00 10 Man Figure 20 Call Profile Report This report shows a profile across the period of the report which shows the numbers of calls presented to the Skillsets in the report and the number answered abandoned Answered by Agents Voice Mail operator Overflow Agents Non Agents and Other Skillsets It also presents the Grade of Service expressed as a percentage This report can be used to look at the numbers and the fate of calls that come in across the profile of the report How many calls come in the various time slots across the report Are they Answered if so where are they answered buy the Agents in the Skillset or by something else These questions can be answered by looking at the Call profile Report The Call profile Report can also be used to help determine such things as staffing levels Doing a profile of a week may show a peak of calls on a Wednesday Reports Explained Issu
21. as described above is counted as an Indirect Call Whether the call overflowed to the Skillset in question or was moved to this Skillset by the Move to Queue Call Routing step or whether it was manually transferred to the Skillset Control Dn it is counted as an Indirect Call The total of the Direct calls is the number of calls that rang into the Skillset how many callers they had The total of the Indirect calls is the number of calls the Skillset handled that were originally in the system elsewhere before they found their way to this Skillset Calls and Call Transactions Calls that are handled within your Call Center are sometimes passed amongst the Skillsets by Agent activities such as transferring a call to the Control Dn of another Skillset or by transferring a call directly to the Agent of another Skillset This gives rise to separate phases of the call The portion handled by the first Agent and the subsequent handling by other Agents or other components of your Call Center such as voice mail are each counted as a separate phase of the call Because a call can be transferred back and forth between Skillsets and Agents a call may therefore have any number of these handling phases Each of these phases is called a transaction When two or more Agents handle a single call the various portions of the call are called Call Transactions Tracking the separate transactions of a Call in this way allows a more accurate and readily und
22. at the Average Time to Abandon is lower than the Average Time to Answer so it would be appropriate to establish wallboard alarms when a call has waited say 15 seconds in the Skillset queue to alert the Agents that a Call has been waiting in the Skillset queue for a period approaching the danger time which in this Call Center is 26 seconds The report can also be used to determine the Average Incoming Call Duration This can then be used to determine an appropriate Agent Alarm for Incoming Calls so that an Agent who has a call which lasts longer than the average duration is highlighted on the Agent Details Real Time Screen The Average Incoming Call Duration can also be used to compare against the values in the Agent Average Report see Page 20 Issue 1 2 Reports Explained 20 Reports Explained Agent Average Report ZA Crystal Reports ActiveX Viewer Microsoft Internet Explorer x amp efjo IK ft ore roms oh Preview Company Name Happy Daze Pharmacy Report Title Agent Average Report Report Period 10 Mar 2004 08 00 to 10 Mar 2004 17 59 Report Created 20 Mar 2004 13 07 Data Timestamp 12 Mar 2004 15 57 Skillsets 1 Call Center Call Transactions Average Average Outgoing Average Break Time Incoming Duration Calls Duration Duration 1 Development 967 00 02 34 00 02 16 946 00 00 49 Voice 967 00 02 34 00 02 16 Multimedia 0 Alison 50 00 02 46 00 00 15 Voice 50 00 02 46 Multimedia 0 D Brenda 30 00 0
23. c c Figure 16 Agent Activity Code Report by Agent This report shows the Agents who have entered each Activity Code that has been entered on calls for the period of the report For each Activity Codes the Agents who have entered that Activity Code are listed together with the average call duration time the number of pegs each Agent has entered and the accumulated time of all the calls that were associated with each Activity code per Agent This is a quick and easy way of determining which Agents have handled certain calls or performed certain call related activities such as performing a credit search or requesting a catalogue dispatch Activity Codes can be used to determine different things If an Activity Code represented each magazine or publication in which advertisements had been placed and each incoming caller was asked to say where they saw the advertisement they were responding to it is easy to build up a picture of which publications are the most effective vehicles for your advertisements Reports Explained Issue 1 2 Reports Explained 29 Activity Codes can be used to identify different types of call For example a Help Desk could have activity codes for different products that they support It is then easy to see which products generate the most calls or which product support calls have the highest average talk time Activity Codes can be used to represent Agent activity as a result of a call for example Acti
24. e 1 2 Reports Explained 35 Generating a Call Profile report for several weeks prior to the first report will identify whether this is a general trend in an average week Perhaps you need to have a higher staff availability on Wednesdays for some reason Perhaps an advertisement is placed weekly in a magazine that comes out on Wednesdays If Activity Codes are used to track the publication callers are responding to the advertisement from this could be established quite easily Activity Codes could also be used to determine whether the observed peak of calls on each Wednesday were calls of the same type on all Wednesdays or whether they were different and Wednesday happened to be a busy day for some other reason The effectiveness or otherwise of a marketing campaign could be seen by running a Call Profile report for the same period for a number of previous year and then running another report for the year with the marketing campaign and comparing the figures which will automatically be seasonally adjusted as the reports cover the same period E Crystal Reports ActiveX Viewer Microsoft Internet Explorer jx amp epo JIK 3 of3 yo JA Preview Call Profile Report Presented Call Number Number Answered By Answered By Answered By Answered By Answered By Calls Handled Center Calls Answered Abandoned Agents VoiceMail Operator Overflow Hon Agent in Another Agent Skillset Report Time Periods There has been no activity for
25. eports Explained particular caller it might be decided that all Agents are Informed to transfer that particular customer to the Supervisor as soon as the call is answered If the Calling Line ID is not shown the Line no is shown For internal calls the Dn number is shown Reports Explained Issue 1 2 Reports Explained 19 Call Average Report dj Crystal Reports ActiveX Viewer Microsoft Internet Explorer x amp epo HK de gt m db Preview Company Name Happy Daze Pharmacy Report Title Call Average Report Report Period 10 Mar 2004 08 00 to 10 Mar 2004 17 59 Report Created 20 Mar 2004 13 06 Data Timestamp 12 Mar 2004 15 57 Skillsets 1 3 Call Center Call Call Center Call Call Center Call Transactions Transactions Transactions Average Time to Average Time to Average Incoming Answer Abandon duration Total 1351 00 00 43 00 00 26 00 02 49 Voice 1351 00 00 43 00 00 26 00 02 49 Multimedia 0 00 00 00 00 00 00 00 00 00 1 Development 1351 00 00 43 00 00 26 00 02 49 Voice 1351 00 00 43 00 00 26 00 02 49 Multimedia 0 00 00 00 00 00 00 00 00 00 3 Training 0 00 00 00 00 00 00 00 00 00 Voice 0 00 00 00 00 00 00 00 00 00 Multimedia 00 00 00 00 00 00 00 00 00 Figure 10 Call Average Report This report can be used to determine the appropriate settings for the Primary and Secondary Alerts or wallboard alarms by looking at the Average Time to Answer and Average Time to Abandon figures This report shows th
26. erstood representation of the activity within your Call Center Call Transactions and the Direct and Indirect Calls If an incoming Call Center call is handled within a single transaction that transaction will also be either a Direct Call or an Indirect Call and the Direct and Indirect columns of the reports will reflect this However if an incoming Call Center call is handled by a series of transactions the second and other following transactions will not affect the Direct Call and Indirect Call columns because these other transactions are not new Incoming Calls presented to the Skillset This prevents the transferred portions of the calls skewing such statistics as the number of incoming calls presented to the Skillset or the Average Waiting time for example However if one of the secondary transactions was a transfer of the call to the Control Dn of a Skillset that call will appear as a new incoming call in that Skillset in the Indirect column as this is a queued call that has to be presented to an Agent and answered Reports Explained Issue 1 2 Introduction 5 In Progress Calls In progress calls are not included in the reports The reports will only display information on calls that have been completed by the time the report has been requested Report Headers Each report will show a header of information which will contain The Company Name The Report Title The Period the report covers start time and date and
27. ew NORTEL NETWORKS Company Name Happy Daze Pharmacy Report Title Help Request Report Report Period 01 Mar 2004 08 00 to 21 Mar 2004 17 59 Report Created 21 Mar 2004 22 10 Data Timestamp 19 Mar 2004 10 56 Supervisor ID Supervisor Name Date Agent ID Agent Name Agent2 15 03 2004 Agent 12 03 2004 Agenti 15 03 2004 Agenti 14 03 2004 Agenti 15 03 2004 Agenti 14 03 2004 Agenti 15 03 2004 Agenti 14 03 2004 Agenti 15 03 2004 Agenti 14 03 2004 Agentt 15 03 2004 Agentt 15 03 2004 Agenti 14 03 2004 Agenti Figure 9 Help Request Report The Call Center Supervisory Help feature is intended for emergency conditions when an Agent is on a call and urgently requires the help of a Supervisor without alerting the caller that a supervisor is being called in It is not intended for routine consultations or when the Agent is not on a Call Center call However new Agents to your Call Center will most likely use the Help feature more frequently during their initial acclimatisation period This report can be used to monitor the progress of new Agents because as time goes by they should make fewer Help requests It can also be used to determine if a particular customer has complex or troublesome requirements As the Calling Line ID where known is displayed for each Help Request any difficult customers can be spotted If a lot of Agents have all had to make Help Requests regarding a Issue 1 2 Reports Explained 18 R
28. guide is organized according to the following chapters How to use this guide Provides a brief overview identifying the organization of this guide Introduction Gives a foundation to the understanding of the reports contained within the Nortel Networks Reporting for Call Center application Reports Explained describes each report with examples of suggested usage References Lists any other documents referenced from within the body of this document Index A cross reference of topics in this document Reports Explained Issue 1 2 Introduction 3 Introduction 2 Introduction In Progress Calls Reports will only contain information regarding calls which have been completed That is in progress calls will not feature in any of the reports Report Periods Manually generated reports can be generated for any elapsed period of time This means that if you want to have a report that contains information from 12 00 mid day Tuesday to 16 15 Thursday afternoon you can easily obtain it There are no pre defined limitations on the period of time a manually generated report can include Scheduled reports are limited to fixed durations daily weekly or monthly Skillset Selection Many reports allow the User to choose to report on any combination of the Skillsets they have been assigned They can report on a single Skillset a combination of their assigned Skillsets or all of their assigned Skillsets But note that some
29. ing and other report formatting Microsoft Word doc Microsoft Word or Word Document Viewer Rich Text Format rtf Any RTF aware editor or file viewer Adobe Acrobat pdf Adobe Acrobat Table of Available Report Export Formats Exported File Name and Location You must provide a file name for the exported report You can optionally provide a file path If you do not specify a path way in the file name the file is placed on your desktop Note If you do not specify a file extension of the appropriate type Windows will not know what file format of the exported report and will not know what application to use to view it Pick the appropriate extension from the table above Issue 1 2 Reports Explained 8 Introduction If you click on the Browse button an explorer style tool allows you to browse to the desired location in which you wish to have the reported exported Note If you use the Browse tool it will automatically provide a file extension of the correct type unless you have specified your own file extension Page Range You may specify to export the entire report or to export a range of pages To export the entire report click and highlight the All radio button To specify a page range click and highlight the Pages radio button and specifying the start and end page of the section you wish to have exported in the From and To fields Note that the All radio button and From and To fields will be greyed out if there is only a si
30. le Summary Report Report Period 10 Mar 2004 08 00 to 10 Mar 2004 17 59 Report Created 20 Mar 2004 15 06 Data Timestamp 12 Mar 2004 15 57 Skillsets 1 3 Summary Category Total for Period Number of Presented Calls 1615 No of Answered Call Transactions 1673 Number of Outgoing Calls 140 Number of Abandoned Calls 238 Number of Unstaffed Calls 2 Summary Category Average for Period Average Time to Answer 00 01 58 Average Time to Abandon 00 00 21 Average Grade of Service 88 Average Outgoing Duration 00 01 26 Calls Presented Calls Answered Handled in Direct and Call another Outgoing Unstaffed Indirect Transactions Skillset Calls Calls GOS 81 70 190 184 66 45 193 180 263 199 216 296 236 252 2m 281 Figure 18 Summary Report The Summary report provides a quick one report summation of the performance and activity of the Skillsets included in the report A figure based and an average based table are provided above a profile which spans the period of the report For each unit of the profile the number of incoming calls answered calls abandoned calls calls handled in another Skillset Outgoing Calls and Unstaffed Calls are shown together with the Grade of Service expressed as a percentage are shown Six graphs are included within the Summary Report these are shown below Reports Explained Issue 1 2 Reports Explained 33 Z Crystal Reports ActiveX Viewer Microsoft Internet Explorer x e amo IK 2
31. ling Line ID Report lists various items of information regarding the abandoned calls for the Skillsets included within the report The data and the time at which each call abandoned is listed together with the Calling Line Id of the call when it is know and the amount of time the caller waited before they abandoned Some callers do not advertise their calling ID when they make a call In the instances where Nortel Networks Reporting for Call Center does not know the Calling Line ID it displays the channel or line number on which the call arrived IF required this report can be used as the basis of a call back policy in which abandoned callers are called as a courtesy follow up This could be done selectively so that only the callers who held for the longest times before abandoning were called back as they were the ones who were most determined to get through Issue 1 2 Reports Explained 14 Reports Explained and to make use of your services or perhaps the report could be checked for the Calling Line ID of Gold or preferred customers remember that you can search through on screen reports see Page 8 This report can also be used to see whether there is a spate of abandoned calls before or after the Call Center is closed which can be used as an indicator of whether the Call Center should be staffed for a longer period perhaps by a reduced skeleton staff populated on a rota basis On the other hand perhaps the early and
32. lse is taking 15 seconds then perhaps the Break Time for everyone could be reduced to 20 seconds and then after a period of acclimatisation down to 15 seconds Note if you request this report for say Skillset 1 you will receive a report listing all ofthe Agents who were logged into Skillset 1 including multi Skillset Agents and the report will include all of the activity of those Agents irrespective of the Skillset of the call they handled If this was not the case and the report was limited to the Agent activity for the requested Skillset only you would need to run the same report for each Skillset that each of the multi Skillset Agents was logged into to see a full picture of their activity Issue 1 2 Reports Explained 22 Reports Explained Agent Profile Report EF x amp ef IK a 1 of 1 DM os 4 Preview NORTEL NETWORKS Company Name Happy Daze Pharmacy Report Title Agent Profile Report Report Period 10 Mar 2004 08 00 to 10 Mar 2004 17 59 Report Created 20 Mar 2004 14 29 Data Timestamp 12 Mar 2004 15 57 Skillsets 1 Answered Logged in Available Incoming Time Time Break Time Call Center Incoming Time Outgoing Calls Outgoing Time 1 Alison 08 50 10 19 10Mar 01 28 19 00 07 09 00 20 45 00 04 47 00 51 22 00 00 00 11 06 16 00 10 Mar 04 55 30 00 06 49 03 12 18 00 07 39 01 27 21 00 00 00 2 Brenda 08 46 10 19 10 Mar 01 32 35 00 01 59 00 55 20 00 10 31 00 32 40 00 00 00 1
33. ngle page in the report Exporting the Report When you have specified the settings you wish to use such as file name and file format click on the OK button to export the report When the report has been exported Nortel Networks Reporting for Call Center will offer to open it to allow you to view it Note If you do not have the appropriate viewer installed on your PC then Nortel Networks Reporting for Call Center will not be able to open it to allow you to view it You must also have used the appropriate file extension for the selected file format Report Magnification The required report magnification can be chosen from the drop down menu Report Navigation The Arrow head icons and the page field can be used to move forwards or backwards one page directly to the first or last page or directly to a specific page Typing a page number into the page field and pressing the Enter key will move you directly to that field All of the navigation icons will show a tool tip if you position the mouse pointer over them and wait for a moment Searching for Text Within A Report To locate a string or phrase within the report click on the Search Text icon the binoculars This will allow you to enter your search text This could be used to look for a specific Agent in a large Agent Activity report or to locate a particular Calling Line ID in the Abandoned Calling Line ID report for example Reports Explained Issue 1 2 Reports Explained 9
34. nt Capacity Report does not count instances when there were no Agents signed in it only concerns itself with staffed periods Note that if the Report includes more than one Skillset the Totals represent the cumulative amount of time for those periods in which all Agents were unavailable across all of the Skillsets Issue 1 2 Reports Explained 16 Reports Explained This is not the same as summing all of the Skillset values The Total 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 ID Name Number of instances when No Agents were Total Time for All Available to Answer an Incoming Call Center Those Instances Call Total 7 Total 05 43 1 Development 30 41 28 3 Training 15 22 37 This shows that on 30 occasions all Agents in Development were unavailable for new calls and the total time for these three periods adds up to 41 28 Likewise Training had all of their Agents in use simultaneously on 15 separate times totalling 22 37 in total However the Totals show that there were only 7 occasions which total to 5 minutes 43 seconds when all of the Agents in Development and Training were in use at the same time Reports Explained Issue 1 2 Reports Explained 17 Help Request Report iBi x x amp amp fix 1 oft gt ae Previ
35. o by How many calls were answered before the Primary Alert lt P how many were answered after the Primary Alert but before the Secondary Alert gt P and how many were answered beyond the Secondary Alert gt S Reports Explained Issue 1 2 Reports Explained 37 Unanswered Help Request Report ZA Crystal Reports ActiveX Viewer Microsoft Internet Explorer x ef HK die TEIT Preview NON onks Company Name Happy Daze Pharmacy Report Title Unanswered Help Request Report Report Period 01 Mar 2004 08 00 to 21 Mar 2004 17 59 Report Created 21 Mar 2004 22 08 Data Timestamp 19 Mar 2004 10 56 Agent Name Date Agenti 12 03 2004 Agenti 15 03 2004 Agenti 15 03 2004 Agenti 14 03 2004 Agenti 15 03 2004 Figure 23 Unanswered Help Request Report This report shows the Help Requests that were made by Agents but which were not serviced by a Supervisor This report should be read in conjunction with the Help request Report see Page 17 to establish the total number of Help Requests and Agent is making This report can also be used to determine if a Supervisor is refusing too many Help Requests Issue 1 2 Reports Explained 38 References References 1 McKay David Reporting for Call Center Set Up and Operations Guide Issue 1 09 Reports Explained Issue 1 2 Index 39 Index A Abandoned 8 11 12 13 14 33 36 Abandoned Call 8 11 12 13 14 33 Abandoned Call Report 11 Abandoned
36. ost effective vehicles for your advertisements Activity Codes can be used to identify different types of call For example a Help Desk could have activity codes for different products that they support It is then easy to see which products generate the most calls or which product support calls have the highest average talk time Reports Explained Issue 1 2 Reports Explained 27 Activity Codes can be used to represent Agent activity as a result of a call for example Activity Codes could be established to represent Credit Account Application Letter Sent or Catalog Posted etc Issue 1 2 Reports Explained 28 Reports Explained Activity Code Report by Agent Crystal Reports ActiveX Viewer Microsoft Internet Explorer x amp epo HK ft ote roms oh Preview Company Name Happy Daze Pharmacy Report Title Activity Code Report By Agents Report Period 10 Mar 2004 08 00 to 10 Mar 2004 17 59 Report Created 20 Mar 2004 14 55 Data Timestamp 12 Mar 2004 15 57 Skillsets 1 3 Activity Code Agent Activity Time Number of Pegs Average Time 4 Account Ory 01 08 28 1 Alison 00 02 18 4 Delia 00 10 23 5 Erica 00 02 12 6 Faith 00 02 40 8 Greta 00 19 22 9 Gloria 00 00 35 10 Hilary 00 00 36 13 Kathy 00 07 45 14 Liza 00 05 49 16 Nora 00 10 28 17 Olga 00 01 20 19 Rita 00 04 59 P e 00 01 48 NN OWN DA DIE NM 10 Catalog Rast 01 13 26 00 19 13 00 02 39 00 09 03 nn n2 35 n a 00 01 20 5
37. port Viewer 5 6 Rich Text Format 7 S Secondary Alert 19 36 Summary Report 32 33 Summary Report Graph 33 T Table of Figures 1 Time Bins 9 10 11 Title 5 U Unanswered Help Request Report 37 User 3 V Voice PSTN Call 3 9 11 Voice Mail 34 Voice PSTN Call 3 9 11 W Windows 7 Word 7 Reports Explained Issue 1 2
38. reports might not operate in the way initially expected For example if you request an Agent Profile report for Skillset 1 you will receive a report listing all of the Agents who were logged into Skillset 1 including multi Skillset Agents and the report will include all of the activity of those Agents irrespective of the Skillset of the call they handled If this was not the case and the report was limited to the Agent activity for the requested Skillset only you would need to run the same report for each Skillset that each of the multi Skillset Agents was logged into to see a full picture of their activity PSTN and Multimedia Calls Nortel Networks Reporting for Call Center reports on both normal PSTN voice calls and calls conducted through the use of Nortel Networks Multimedia Call Center Direct and Indirect Calls From the point of view of any given Skillset Direct Calls are calls that were presented directly to that Skillset That is the incoming caller was handled by the Call Routing and was presented by the Call Routing directly to the Skillset in question Indirect Calls arrived in the Skillset in some Issue 1 2 Reports Explained 4 Introduction other way such as overflowing from another Skillset or being manually transferred to the Skillset gueue by an Agent from another Skillset That is any way a Call can arrive into a Skillset other than being a regular Call Center Call presented Directly to the Skillset
39. ssssse eem 30 Summary Report iseer eee rte ede di ee ose erst iet geoes beate dts 32 Call Profile Report ciere ta tete o rede rer etae ient Pee b edges 34 Incoming Call Report eR eee het eti etre eun 36 Unanswered Help Request Report ees see ee ee ee RR ER ER Ee ee ee ee ede ee ee ee Re ee 37 Referenc s AE EE OE EO EE N iaia 38 Table of Figures 1 Table of Figures Figure 1 Example Report Header eset Ee ER ek ee Be Ese GR GR Ge SU bek de Be Ge Gee ii n Be GR Ge ees Ee Se dn ee pe REK Ke de Dee roe ese EI 5 Figure 2 Report Viewer Toolbar atte et ose eet eite eot e etti be ps ee se ER N Ee 6 Figure 3 Report Printer Selection Window eire ere Eee re ert ree tee err SEE SR Ne de tay 6 Figure 4 Export Report Window en Rep PHDCSU REO Ee e E e D xe RE 7 E1gure 5 Answered Calls Report e deo i ede dni conn eR ah ee REPERI AED Ok 9 Figure6 A bandoned Call Rep rt ismi AA EE RE HERE ENTER ee ed 11 Figure 7 Abandoned Calling Line ID Report iese es ee GR Re GR ee AR GR AR Re GR Re nennen nennt nnne street ener Ge ee Ge ek senes 13 Figures Agent Capacity Ge EE Hr obe EE NE EE OE es 15 Fig re 9 Help Request Report Ee ava Soa ee Re Ee Ee toes shige tae dag doe games OR ep ee ER EE Re UP E une 17 Figure 10 Call Average dude EE EE N OE EE deeds 19 Figure LT Agent Average Repot iek DER EE iie tia edt a m GE SERE GE ae eae 20 Ergute 12 Agent Profile Report esse eee ee Ee GO ole Rn t es 22 Figure 13 Agent
40. vity Codes could be established to represent Credit Account Application Letter Sent or Catalog Posted etc Issue 1 2 Reports Explained 30 Reports Explained Activity Code Report by of Pegs ZA Crystal Reports ActiveX Viewer Microsoft Internet Explorer x amp e ox HK PM n dh Preview Company Name Happy Daze Pharmacy Report Title Activity Code Report By Of Pegs ReportPeriod 01 Mar 2004 08 00 to 21 Mar 2004 17 59 Report Created 21 Mar 2004 20 54 Data Timestamp 19 Mar 2004 10 56 Skillsets 1 3 Activity Activity Time Number of Pegs Average Time 00 21 56 B2 00 00 21 Selling 00 00 50 8 00 00 06 Support 00 00 49 10 00 00 05 Fishing 00 00 29 00 00 05 Climbing 00 00 14 5 00 00 03 HELD CALL ABND 00 00 10 00 00 05 NO PEG 00 19 24 31 00 00 38 2 Agent Total 00 04 31 13 00 00 21 Selling 00 01 06 xj HELD CALL ABND 00 00 28 NO PEG 00 02 56 3 Agent3 Total 00 01 27 Selling 00 00 02 Fishing 00 00 17 NO PEG 00 01 08 4 Agent4 Total 00 03 22 Selling 00 01 41 NO PEG 00 01 41 00 00 22 00 00 29 00 00 20 00 00 02 00 00 17 4 00 00 17 00 01 41 00 01 41 6 2 1 9 6 00 00 14 1 1 2 1 1 00 01 41 Figure 17 Agent Activity Code Report by Number of Pegs This report shows the Activity Codes which have been entered on calls for each Skillset included in the report For each Agent the Activity Codes they have entered are listed in descending order of use together with the average call duration time
Download Pdf Manuals
Related Search