Avaya Contact Center Reports Explained Users Manual
2015-06-01
: Avaya Avaya-Contact-Center-Reports-Explained-Users-Manual-736399 avaya-contact-center-reports-explained-users-manual-736399 avaya pdf
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- List of Figures
- List of Tables
- How to Use this Guide
- Introduction
- Reports Explained
- Overview
- Explanation of Terms Used within Reporting for Contact Center
- Report Definitions
- Abandoned Call
- Abandoned Time Bins
- Answered Time Bins
- Activity Code Pegs
- Control Directory Number
- Delayed Call
- Direct Call
- Disconnected Call
- Grade of Service
- Indirect Call
- Multimedia Call
- Outgoing Calls
- Presented Calls
- Presented Calls Abandoned
- Presented Calls Answered
- Presented Calls Answered after the Primary Alert (before secondary)
- Presented Calls Answered before the Primary Alert
- Presented Calls Answered after Secondary Alert
- Presented Calls Handled in Another Skillset
- Presented Calls that Left Skillset via Overflow
- Presented Calls that Left Skillset via Routing Table
- PSTN Call
- Statistical Time Bins
- Time to Answer
- Time to Abandon
- Transactions Answered
- Transactions Answered by Agent
- Transactions Answered by Another Skillset
- Transactions Answered by Non Agent
- Transactions Answered by Operator
- Transactions Answered by Overflow Agent
- Transactions Answered by Voicemail
- Unstaffed Calls
- Agent Definitions
- Report Definitions
- Reports
- Answered Calls Report
- Abandoned Calls Report
- Abandoned Calling Line ID Report
- Agent Capacity Report
- Help Request Report
- Call Average Report
- Agent Average Report
- Agent Profile Report
- Agent Activity Report
- Agent Audit Report
- Activity Code Report by Skillset
- Activity Code Report by Agent
- Activity Code Report by Number of Pegs
- Summary Report
- Summary
- Logic
- FAQ
- Report Field
- Presented Calls
- CC Transactions Answered
- Presented Calls Abandoned
- Presented Calls Disconnected
- Presented Calls Unstaffed
- Average Time to Answer
- Average Time to Abandon
- Average Grade of Service %
- Presented Calls (Direct and Indirect)
- CC Transactions Answered
- Presented Calls Abandoned
- Presented Calls Disconnected
- Presented Calls Handled in Another Skillset
- Presented Calls Unstaffed
- GOS %
- Call Profile Report
- Summary
- Logic
- FAQ
- Report Fields
- Calls Presented to Skillset (Direct/Indirect)
- CC Transactions Answered
- CC Transactions Abandoned
- Presented Calls Disconnected
- CC Transactions Answered by Agents
- CC Transactions Answered by Voicemail
- CC Transactions Answered by Operator
- CC Transactions Answered by Overflow Agent
- CC Transactions Answered by Non-Agent
- CC Transactions Handled in Another Skillset
- GOS %
- Incoming Call Report
- Summary
- Logic
- FAQ
- Report Fields
- Direct Calls
- Indirect Calls
- (CC Transactions Answered by:) Agent
- (CC Transactions Answered by:) Voicemail
- (CC Transactions Answered by:) Operator
- (CC Transactions Answered by:) Overflow Agent
- (CC Transactions Answered by:) Non Agent
- (Presented Calls) Abandoned
- (Presented Calls) Disconnected
- (Presented Calls (that)) Left Skillset via Overflow Table
- (Presented Calls (that)) Left Skillset via Routing Table
- (Presented Calls) Unstaffed
- (Presented Calls) Less than Primary Alert
- (Presented Calls) Greater than Primary Alert
- (Presented Calls) Greater than Secondary Alert
- GOS%
- Unanswered Help Request Report
- Agent Average Report by Agent
- Agent Activity Report by Skillset
- System Configuration Report
- References
- Index