User's Manual

Real Time information
Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07
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The Skillset Real Time - Status window shows three boxes containing the following
information:
Traffic Status
Total number of lines allocated to the Skillset.
Number of incoming calls currently being received on these lines
Number of outgoing calls being made on these lines
Number of incoming calls waiting to be answered.
Number of calls waiting > alarm time threshold.
Waiting time of the oldest call in the Skillset call queue (minutes and seconds).
Agent Status
Number of agents logged in to the Skillset
Number of agents currently on incoming calls
Number of agents currently on outgoing calls
Number of agents currently available to take calls
Number of agents who have made themselves enter the not ready state
Service Status
Time elapsed during the current 15 minute analysis period
Grade of Service currently being offered to callers in this Skillset
Number of incoming calls received in this 15 minute analysis period
Number of calls that have abandoned in this 15 minute analysis period
The mode of operation of the Skillset (In or Out)
General Notes on the Real Time Displays
At System Manager level, if an Agent is signed into more than one Skillset, the Skillset Name
will be displayed as ‘Multi’, indicating that the Agent is signed into Multiple Skillsets.
At both System Manager and Skillset level, Agents remain in the Incoming State (showing as
green) until their Break Time (Post Call Completion) has expired.
At both System Manager and Skillset level, Agents that have not been Uploaded from the Call
Center, but who are currently logged in and active in the Call Center will be displayed as Agtxxx
where xxx represents their Agent ID. This can happen if you have added Agents to the Call
Center and have not subsequently Uploaded the Agent, as Nortel Networks Call Center
Reporting will not know the name of the Agent.
The Agent is tracked correctly on the Real Time screens and in the reports, but they are
identified as ‘Agtxxx’ as described above.
Agent and Skillset names are truncated to 7 characters when they are Uploaded from the Call
Center, so, for ease of identification, they should be entered into the Call Center in a fashion
which makes their first 7 characters unique.