Avaya Call Center Reports Explained Users Manual

: Avaya Avaya-Call-Center-Reports-Explained-Users-Manual-736060 avaya-call-center-reports-explained-users-manual-736060 avaya pdf

Open the PDF directly: View PDF .
Page Count: 44

Download
Open PDF In Browser	View PDF

Reports Explained
Reporting for Call Center report descriptions
and usage

Issue 1 (2)

Table of Contents
Table of Figures..................................................................................1
How to use this guide ........................................................................2
Introduction.........................................................................................................2
How this guide is organized ................................................................................2

Introduction ........................................................................................3
Introduction.........................................................................................................3
Report Viewer Toolbar ...................................................................................5

Reports Explained ..............................................................................9
Answered Calls Report .......................................................................................9
Abandoned Call Report.....................................................................................11
Abandoned Calling Line ID Report ....................................................................13
Help Request Report ........................................................................................17
Call Average Report..........................................................................................19
Agent Average Report.......................................................................................20
Agent Profile Report..........................................................................................22
Agent Activity Report ........................................................................................24
Agent Audit Report............................................................................................25
Activity Code Report by Skillset.........................................................................26
Activity Code Report by Agent...........................................................................28
Activity Code Report by # of Pegs .....................................................................30
Summary Report...............................................................................................32
Call Profile Report.............................................................................................34
Incoming Call Report ........................................................................................36
Unanswered Help Request Report ....................................................................37

References ........................................................................................38
Index ..................................................................................................39

Table of Figures 1

Table of Figures
Figure 1 Example Report Header ..................................................................................................................................5
Figure 2 Report Viewer Toolbar....................................................................................................................................6
Figure 3 Report Printer Selection Window....................................................................................................................6
Figure 4 Export Report Window ...................................................................................................................................7
Figure 5 Answered Calls Report....................................................................................................................................9
Figure 6 Abandoned Call Report .................................................................................................................................11
Figure 7 Abandoned Calling Line ID Report ..............................................................................................................13
Figure 8 Agent Capacity Report ..................................................................................................................................15
Figure 9 Help Request Report .....................................................................................................................................17
Figure 10 Call Average Report....................................................................................................................................19
Figure 11 Agent Average Report.................................................................................................................................20
Figure 12 Agent Profile Report ...................................................................................................................................22
Figure 13 Agent Activity Report .................................................................................................................................24
Figure 14 Agent Audit Report .....................................................................................................................................25
Figure 15 Activity Code Report ..................................................................................................................................26
Figure 16 Agent Activity Code Report by Agent ........................................................................................................28
Figure 17 Agent Activity Code Report by Number of Pegs ........................................................................................30
Figure 18 Summary Report .........................................................................................................................................32
Figure 19 Summary Report Graphs Page ....................................................................................................................33
Figure 20 Call Profile Report ......................................................................................................................................34
Figure 21 Call Profile Report Graph Page...................................................................................................................35
Figure 22 Incoming Call Report ..................................................................................................................................36
Figure 23 Unanswered Help Request Report...............................................................................................................37

Issue 1 (2)

Reports Explained

How To Use This Guide 2

1

How to use this guide
Introduction

This guide is designed to explain the reports and how they will display the statistics related to
various call treatments and sequences 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 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, inprogress 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 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 queue 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 (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
understood 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 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

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:
•

Print the report

•

Export the report

•

Specify the magnification of the report on screen

•

Navigate through the report if there are more than one page in the report

Issue 1 (2)

Reports Explained

6

Introduction

Figure 2 Report Viewer Toolbar

Note: The Preview Tab is a label informing you that you are viewing a print preview of the
report. It is 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.

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

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
format

.rpt

Crystal Reports

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, highlighting
and other report formatting)

Microsoft Word

.doc

Microsoft Word or
Word Document Viewer

Rich Text Format
Adobe Acrobat

.rtf

Any RTF aware editor or file viewer

.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 single
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

3

Reports Explained
Answered Calls Report

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 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.
•

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

Figure 6 Abandoned Call Report

The Abandoned Call Report shows the total number of calls that were abandoned (cleared down
by the incoming caller) 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).
•
•

The identity of some of the abandoned callers may be held in the Abandoned Calling
Line ID Report (see Page 13).
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

Figure 7 Abandoned Calling Line ID Report

The Abandoned Calling 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 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

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 Agent 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

1
3

Name

Development
Training

Number of instances when No Agents were
Available to Answer an Incoming Call Center
Call
Total
7
30
15

Total Time for All
Those Instances
Total

05:43
41:28
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

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 Reports 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

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 that 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

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 else 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 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

22 Reports Explained

Agent Profile Report

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

!

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

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 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.

Reports Explained

Issue 1 (2)

Reports Explained 25

Agent Audit Report

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

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 most 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

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, Activity
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

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, 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

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

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

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

Issue 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.

Figure 21 Call Profile Report Graph Page

Issue 1 (2)

Reports Explained

36 Reports Explained

Incoming Call Report

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 who by? How many calls were
answered before the Primary Alert (P) and how many were answered beyond the Secondary Alert
(>S)?

Reports Explained

Issue 1 (2)

Reports Explained 37

Unanswered Help Request Report

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 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

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

B
C

O

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

Overflow, 34

P
Page Range, 8
Primary Alert, 36
Printer, 6
Printing a Report, 6

R
E

Issue 1 (2)

Grade of Service, 32, 34
Graph, 35

Non-Agent, 34
Nortel Networks Reporting for Call Center,
2, 3, 8, 10, 11, 13, 38
Not Ready, 22

Break Time, 21, 22

Excel, 7
Export, 5, 7

G

Real Time screens, 19
Report Headers, 5
Report Magnification, 8
Report Periods, 3
Reports Explained

40 Index

Report Viewer, 5, 6
Rich Text Format, 7

U
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

Reports Explained

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

Issue 1 (2)



---

Source Exif Data:

File Type                       : PDF
File Type Extension             : pdf
MIME Type                       : application/pdf
PDF Version                     : 1.4
Linearized                      : No
Page Mode                       : UseOutlines
XMP Toolkit                     : 3.1-701
Producer                        : Jaws PDF Creator v2.11.1164
Create Date                     : 2004:03:25 17:52:55Z
Modify Date                     : 2005:05:25 08:59:05-03:00
Metadata Date                   : 2005:05:25 08:59:05-03:00
Creator Tool                    : PScript5.dll Version 5.2
Format                          : application/pdf
Creator                         : Nortel Networks
Title                           : Call Center Reports Explained
Document ID                     : uuid:447f292a-c59e-474b-8222-365302a4fd7a
Instance ID                     : uuid:e5f427c8-32bd-4707-ab34-0d2d6ec276af
Has XFA                         : No
Page Count                      : 44
Author                          : Nortel Networks

EXIF Metadata provided by EXIF.tools