Avaya Call Center Reports Explained Bedienungsanleitung PDF herunterladen (Seite 25)

Reports Explained 21

Issue 1 (2) Reports Explained

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.

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Avaya Call Center Reports Explained Bedienungsanleitung Seite 25