Avaya Call Center Reports Explained Bedienungsanleitung PDF herunterladen (Seite 13)

Reports Explained 9

Issue 1 (2) Reports Explained

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

1 2 ... 8 9 10 11 12 13 14 15 16 17 18 ... 43 44

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Avaya Call Center Reports Explained Bedienungsanleitung Seite 13