Reports
Reports
34
Insight CTX Supervisor Guide 04/03
Answered/
Transferred
Transfer In
Number of Transferred-in Calls
✔
✔
✔
✔
Transfer
Out
Number of Transferred-out Calls
✔
✔
✔
✔
Inquiry
Number of Calls Held
✔
✔
✔
✔
Total Held
Average/Total Holding Time
✔
✔
✔
✔
RNA
Calls
Number of RNA Calls
✔
✔
✔
✔
Total Wait
Average/Total Ringing Time of RNA Calls
✔
✔
✔
✔
Intercom
Calls
Number of Internal Calls
✔
✔
✔
✔
Total Call
Average/Total Call Time Internal Calls
✔
✔
✔
✔
Call Rate
Number of Internal Calls per Hour
✔
Outgoing
Calls
Number of Outgoing Calls
✔
✔
✔
✔
Total Call
Average/Total Call Time for Outgoing
Calls
✔
✔
✔
✔
Total Talk
Average/Total Talk Time for Outgoing
Calls
✔
✔
✔
✔
Call Rate
Number Outgoing Calls per Hour
✔
Performance
Short Calls
Number of Short Calls
✔
✔
✔
✔
Long Calls
Number of Long Calls
✔
✔
✔
✔
GOS
GOS – % Calls within Long/Short Criteria
✔
✔
✔
✔
Table 7 Agent and Extension Reports (continued)
Report Item
Parameter
Agent
Ext.
Agent
Profile
Ext.
Profile
Содержание Strata CTX Insight CTX
Страница 4: ......
Страница 8: ...Contents Chapter 5 Alarms iv Insight CTX Supervisor Guide 04 03 ...
Страница 12: ...Introduction Related Documents and Media viii Insight CTX Supervisor Guide 04 03 ...
Страница 74: ...Reports Using MIS Reports to Improve Performance 62 Insight CTX Supervisor Guide 04 03 ...
Страница 92: ...Alarms View Alarms 80 Insight CTX Supervisor Guide 04 03 ...
Страница 104: ...Glossary Report Terminology 92 Insight CTX Supervisor Guide 04 03 ...