Avaya Call Center Reports Explained Bedienungsanleitung PDF herunterladen (Seite 3)

Table of Contents

Table of Figures..................................................................................1

How to use this guide ........................................................................2

Introduction.........................................................................................................2

How this guide is organized ................................................................................2

Introduction ........................................................................................3

Introduction.........................................................................................................3

Report Viewer Toolbar ...................................................................................5

Reports Explained..............................................................................9

Answered Calls Report .......................................................................................9

Abandoned Call Report.....................................................................................11

Abandoned Calling Line ID Report ....................................................................13

Help Request Report ........................................................................................17

Call Average Report..........................................................................................19

Agent Average Report.......................................................................................20

Agent Profile Report..........................................................................................22

Agent Activity Report ........................................................................................24

Agent Audit Report............................................................................................25

Activity Code Report by Skillset.........................................................................26

Activity Code Report by Agent...........................................................................28

Activity Code Report by # of Pegs.....................................................................30

Summary Report...............................................................................................32

Call Profile Report.............................................................................................34

Incoming Call Report ........................................................................................36

Unanswered Help Request Report ....................................................................37

References ........................................................................................38

Index..................................................................................................39

1 2 3 4 5 6 7 8 ... 43 44

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Avaya Call Center Reports Explained Bedienungsanleitung Seite 3