Avaya Business Communications Business Communications Manager - Contact Center Handbücher

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Inhaltsverzeichnis

Reports

1

Explained

1

Trademarks

2

Table of Contents

3

List of Figures

5

List of Tables

7

How to Use this Guide

9

Introduction

11

Introduction 13

13

Report Concepts

14

View Raw Data (CSV)

15

Document dialog box

16

Introduction 17

17

Introduction 19

19

Reports Explained Help

20

Introduction 21

21

Navigation

22

Find Text

22

Introduction 23

23

Introduction 25

25

Format (PDF)

26

Introduction 27

27

Figure 20: Print dialog box

27

Abandoned Call

30

Abandoned Time Bins

30

Reports Explained 31

31

Control Directory Number

32

Delayed Call

32

Direct Call

32

Disconnected Call

32

Indirect Call

32

Reports Explained 33

33

Reports Explained 35

35

Not Available Time

36

Not Ready Time

36

Outgoing Call Time

36

Ringing Time

36

Supervisor Monitor Time

36

Reports Explained 39

39

Reports Explained 45

45

Reports Explained 47

47

Reports Explained 49

49

Reports Explained 59

59

Reports Explained 69

69

Agent Capacity by Skillset

70

Reports Explained 75

75

Reports Explained 81

81

Reports Explained 83

83

Reports Explained 85

85

Call Breakdown by Agent

86

Reports Explained 87

87

Abandoned Calls by Skillset

90

Answered Calls by Skillset

96

Summary

100

Report Fields

101

Formula

101

Call Average by Skillset

103

Reports Explained 105

105

Reports Explained 107

107

Reports Explained 109

109

Reports Explained

112

NN40040-601

112

Summary report

117

Reports Explained 119

119

Reports Explained 121

121

Report Field

123

Activity Code by Agent

127

Activity Code by Pegs

130

Reports Explained 137

137

Supervisor Monitor by Agent

139

System Configuration

142

Reports Explained 145

145

Reports Explained 147

147

References

152

Index 153

153





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