Nortel Express Call Center, User Manual, Page: 105 / 638

Reports and Displays Guide 105
March 2005 Frequently asked questions
If there is no traffic offered, why is the 0% service level included in the
daily total where it brings down the overall service level reported?
The Total line for the day reflects the service level based on raw data. Intervals
with 0% service level cannot be excluded.
Why is the agent name field blank on an agent statistical report?
If an agent record has been deleted, the agent name appears blank in any reports
based on the AgentPerformanceStat, AgentByApplication, or AgentBySkillset
views. Symposium Express Call Center pegs statistics against an agent ID, and
when you generate this report, looks up the corresponding agent name in the
database. If the agent record has been deleted, the server cannot retrieve the
agent name.
What is the reporting impact of having a primary script and skillset
with the same name?
This does not impact pegging. However, reports are easier to interpret if entities
have unique names. For example, you can add “_sk” to the end of the skillset
names: Sales_sk, Service_sk, and so on.
Also, consider how these skillsets appear on the real-time display. If you want to
see a certain group of skillsets or applications listed together, add alpha and
numeric characters to the beginning of the names (for example, C1_Sales,
C2_Service, and so on).
What time period does the interval from 7:00 to 7:15 represent?
When you generate a report for the interval from 7:00 to 7:15, the data included
in the report includes events occurring between 7:00 and 7:14:59.
In views such as iCDNStat and iApplicationStat, which interval does
7:00 represent, 6:45 to 7:00, or 7:00 to 7:15?
7:00 is the start of the interval. It includes everything that happened between
7:00 and 7:14:59.