Avaya Call Center Reports Explained Bedienungsanleitung PDF herunterladen (Seite 20)

Reports Explained

Reports Explained Issue 1 (2)

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

Available to Answer an Incoming Call Center

Call

Total Time for All

Those Instances

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.

1 2 ... 15 16 17 18 19 20 21 22 23 24 25 ... 43 44

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Avaya Call Center Reports Explained Bedienungsanleitung Seite 20