Avaya Call Center Reports Explained Manual do Utilizador descarregar pdf (Página 36)

Reports Explained

Reports Explained Issue 1 (2)

Summary Report

Figure 18 Summary Report

The Summary report provides a quick one-report summation of the performance and activity of

the Skillsets included in the report.

A figure based and an average based table are provided, above a profile which spans the period

of the report. For each unit of the profile the number of incoming calls, answered calls,

abandoned calls, calls handled in another Skillset, Outgoing Calls and Unstaffed Calls are

shown, together with the Grade of Service, expressed as a percentage, are shown.

Six graphs are included within the Summary Report, these are shown below.

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Avaya Call Center Reports Explained Manual do Utilizador Página 36