Nortel Contact Center/Symposium Report Library Catalog

Transcription

1 1 Agent Agent Activity By Supervisor - Daily Grouped by Supervisor then by agent. This report Timestamp, Logged In Time, Not Ready Time, ACD Talk Supervisor, Agent summarizes the daily agent activity for the current Month Time, Waiting Time, % ACD Talk Time, % Idle, % Not to Date. Ready, % Busy on DN, % Consultation Time, % Ring Time, % Misc Time, % Undertermined Time, Avg Daily Handle Time, Avg Talk Time, Calls Answered 2 Agent Agent Activity By Supervisor - Daily(Custom) 3 Agent Agent Performance by Supervisor - Monthly Summary 4 Agent Agent Performance by Supervisor - Monthly Summary(Custom) Grouped by Supervisor then by agent. This report Timestamp, Logged In Time, Not Ready Time, ACD Talk summarizes the daily agent activity for the current Month Time, Waiting Time, % ACD Talk Time, % Idle, % Not to Date. This report requires customization by way of Ready, % Busy on DN, % Consultation Time, % Ring adding an additional database table to collect data Time, % Misc Time, % Undertermined Time, Avg Daily related to Days Absent, Days Late, Adjust Accuracy, Handle Time, Avg Talk Time, Calls Answered, Days Calls Contacted, Calls Attempted, Days Worked and Absent, Days Late, Adjust Accuracy, Calls Contacted, Coaching. Calls Attempted, Days Worked, Coaching Grouped by Supervisor then by agent. This report summarizes agent peformance across many months Grouped by Supervisor then by agent. This report summarizes agent peformance across many months.this report requires customization by way of adding an additional database table to collect data related to Days Absent, Days Late, Adjust Accuracy, Calls Contacted, Calls Attempted, Days Worked and Coaching. Date, % Idle, % Not Ready, % Busy on DN, % Consultation Time, % Ring Time, % Misc Time, % Undertermined Time, Non-ACD Calls Answered, # ACD Outbound Calls, # ACD Inbound Calls, Total ACD In/Out, Avg Talk Time, Short Calls Ans, % Short Calls Ans, Tranfered Out, % Transfered Out, Return to Que, % Return to Que Supervisor, Agent Custom Columnar CCMS/SCCS/SECC Supervisor, Agent Date, Days Worked, % Idle, % Not Ready, % Busy on DN, Supervisor, Agent Custom Columnar CCMS/SCCS/SECC % Consultation Time, % Ring Time, % Misc Time, % Undertermined Time, Non-ACD Calls Answered, # ACD Outbound Calls, # ACD Inbound Calls, Total ACD In/Out, Avg Calls Per Day, Avg Talk Time, Short Calls Ans, % Short Calls Ans, Tranfered Out, % Transfered Out, Return to Que, % Return to Que, Days Absent, Days Late, Adjust Accuracy, Calls Contacted, Calls Attempted, Days Worked, Coaching 5 Agent Interval Agent Performance by Supervisor(parameterized) 6 Agent Daily Agent Performance by Supervisor(parameterized) 7 Agent Weekly Agent Performance by Supervisor(parameterized) Agent Peformance Summary report with dynamic Calls Answered, Short Calls Answered, Average Handle drilldown functionality. Report is parameterized which Time, Average Talk Time, Average Not Ready Time, provides user selection of a date range, time range and Average Hold Time, Average Wait Time, % Work Time, agent selection. The report is grouped by Supervisor, Total DN In Calls, Total DN Out Calls, Total DN In Time, Agent and then by 30 minute intervals showing unique Total DN Out Time, Total Logged in Time Supervisor and Agent Names combined with their Login IDs. Agent Peformance Summary report with dynamic drilldown functionality. Report is parameterized which provides user selection of a date range. The report is grouped by Supervisor, Agent and then by Day showing unique Supervisor and Agent Names combined with their Login IDs. Agent Peformance Summary report with dynamic drilldown functionality. Report is parameterized which provides user selection of a date range. The report is grouped by Supervisor, Agent and then by week showing unique Supervisor and Agent Names combined with their Login IDs. Calls Answered, Short Calls Answered, Average Handle Time, Average Talk Time, Average Not Ready Time, Average Hold Time, Average Wait Time, % Work Time, Total DN In Calls, Total DN Out Calls, Total DN In Time, Total DN Out Time, Total Logged in Time Supervisor Name, Agent Surname, Logged in Time(by Hour), Calls Offered, Calls Answered, Calls Returned to Queue, Calls Returned to Queue due to Timeout, Supervisor, Agent, 30 Min Intervals Supervisor, Agent, Day iagentperformancest at dagentperformances tat Supervisor, Agent, week wagentperformance Stat Page 1 of 11

2 8 Agent Monthly Agent Performance by Supervisor, Agent, magentperformance Supervisor(parameterized) Month Stat 9 Agent Interval agent performance by day - 15 Minute Intervals Agent Peformance Summary report with dynamic drilldown functionality. Report is parameterized which provides user selection of a date range. The report is grouped by Supervisor, Agent and then by Month showing unique Supervisor and Agent Names combined with their Login IDs. Interval Agent performance summary with dynamic drilldown. This report is group by day with each 15 minute interval displayed within each day. Supervisor Name, Agent Surname, Logged in Time(by Hour), Calls Offered, Calls Answered, Calls Returned to Queue, Calls Returned to Queue due to Timeout, Interval, Average Skillset Talktime, Average ACD/NACD Day Talktime, Total Waiting Time, Total Calls Presented, Total Skillset Answered, Total ACD/NACD Answered, Total DN Calls, Percent Worked, Total Returned to Queue, Total Calls returned to Queue due to Timeout iagentperformancest at 10 Agent Daily Agent Performance An agent performance scorecard that includes the critical Key Performance Indicators(KPIs) to help manage your call center agents more effectively. Date, DN In Calls, DN Out Calls, DN In Time, DN Out Time, Talk Time, Avg Talktime, Not Ready Time, Avg Not Ready Time, Work Time, Avg Handle Time, Busy Time, Wait Time, Login Time, % Occupancy Rate, Normalized Calls, Calls returned to Queue, Calls Returned to Queue due to Time Out, Short Calls Answered Unique Agent - first name, last name and LoginID dagentperformances tat 11 Agent Monthly Agent Performance - Simple Agent Performance metrics shown on a monthly basis. This is a simple report that some customers find more useful than the more complex Monthly Agent Peformance Reports. 12 Agent Daily Agent by Skillset Agent by Skillset summary report with dynamic drilldown. The report is grouped by Agent and then by skillset that provides KPIs(Key Performance Indicators) specific to agent and skillset analysis. Report is parameterized which provides user selection of a date range. 13 Agent Interval Agent Performance by Supervisor 8 to 11 shift - 30 Min Intervals Agent Surname, Logged in Time(by Hour), Calls Offered, Month Calls Answered, Calls Returned to Queue, Calls Returned to Queue due to Timeout, Calls Answered, Average Talk Time, Not Ready Time, Total Staffed Time Agent Peformance Summary report with dynamic Calls Answered, Short Calls Answered, Average Handle drilldown functionality. Report automatically selects data Time, Average Talk Time, Average Not Ready Time, from shift times 8am to 11 am. These times can be Average Hold Time, Average Wait Time, % Work Time, parameterized by purchasing our customization Total DN In Calls, Total DN Out Calls, Total DN In Time, services.the report is grouped by Supervisor, Agent and Total DN Out Time, Total Logged in Time then by 30 minute intervals showing unique Supervisor and Agent Names combined with their Login IDs. magentperformance Stat Agent, Skillset dagentbyskillsetstat Supervisor, Agent, 30 Min Intervals iagentperformancest at 14 Agent Interval Agent Performance by Supervisor 8 to 2 shift - 30 Min Intervals Agent Peformance Summary report with dynamic Calls Answered, Short Calls Answered, Average Handle drilldown functionality. Report automatically selects data Time, Average Talk Time, Average Not Ready Time, from shift times 8am to 2 pm. These times can be Average Hold Time, Average Wait Time, % Work Time, parameterized by purchasing our customization Total DN In Calls, Total DN Out Calls, Total DN In Time, services.the report is grouped by Supervisor, Agent and Total DN Out Time, Total Logged in Time then by 30 minute intervals showing unique Supervisor and Agent Names combined with their Login IDs. Supervisor, Agent, 30 Min Intervals iagentperformancest at 15 Agent Interval Agent Performance by Supervisor 8 to 5 shift - 30 Min Intervals Agent Peformance Summary report with dynamic Calls Answered, Short Calls Answered, Average Handle drilldown functionality. Report automatically selects data Time, Average Talk Time, Average Not Ready Time, from shift times 8am to 5 pm. These times can be Average Hold Time, Average Wait Time, % Work Time, parameterized by purchasing our customization Total DN In Calls, Total DN Out Calls, Total DN In Time, services.the report is grouped by Supervisor, Agent and Total DN Out Time, Total Logged in Time then by 30 minute intervals showing unique Supervisor and Agent Names combined with their Login IDs. Supervisor, Agent, 30 Min Intervals iagentperformancest at Page 2 of 11

3 16 Application Interval Crosstab Call Center Summary Date -, Skillset.rpt iapplicationstat, icdnstat, idnisstat, iskillsetstat 17 Application Daily Crosstab Call Center Summary -, Skillset.rpt Date ddnisstat, 18 Application Weekly Crosstab Call Center Summary -, Skillset.rpt Date wdnisstat, 19 Application Monthly Crosstab Call Center Summary -, Skillset.rpt Date mdnisstat, mskillsetstat 20 Application Hourly Inbound Application Performance - By Day This report is unique in that it is based off of the interval Date, Calls Received, Calls Answered, Calls Abandoned, Application data and grouped hourly rather than on a 15- % Calls Abandoned, Avg Delay to Answer, % Service minute interval basis. The report is grouped by Level Application then by date and by hour. There is a chart that shows % Service Level By Day for each application Application, Day, Hour iapplicationstat 21 Application Hourly Inbound Customer Performance - By Day(Custom) This report is unique in that it is based off of the interval Application data and grouped hourly rather than on a 15- minute interval basis. The report is grouped by Application then by date and by hour. There is a chart that shows % Service Level By Day for each application. This report can be used by contact centers that have a one-to-one mapping of applications and inbound customer calling in. The report can be customized to show the "friendly" customer name rather than the application name defined by the script writer. Date, Calls Received, Calls Answered, Calls Abandoned, % Calls Abandoned, Avg Delay to Answer, % Service Level Application, Day, Hour iapplicationstat Custom Columnar CCMS/SCCS/SECC Page 3 of 11

4 22 Application Call Center Summary - By Application This report is a true call center summary report that includes Application, Skillset and Agent Key Performance Indicators(KPIs) to offer a more consolidated view. The report is grouped by application and then by day and retrieves data for Month to Date Date, % Service Level, ASA, Avg Talk Time, Calls Accepted, Calls Abandoned, Calls Answered, % Abandoned, Outbound Calls, Average Agents, % Transferred, % of Base Calling Application, Day dskillsetstat, Agent, dagentperformances tat, dagentbyapplication Stat 23 Application Contact Center Summary(Custom) This report is a true call center summary report that includes Application, Skillset and Agent Key Performance Indicators(KPIs) to offer a more consolidated view. The report is grouped by application and then by day and retrieves data for Month to Date. This report can be customized into a complete Contact Center Summary report that including web data, chat data, other ACD vendors data, workforce management data and more. Contact Symmetrics for more info: symposium@symmetrics.net, Date, % Service Level, ASA, Avg Talk Time, Calls Accepted, Calls Abandoned, Calls Answered, % Abandoned, Outbound Calls, Average Agents, % Transferred, % of Base Calling, plus fields from other contact center applications. Application, Day dskillsetstat, Agent, dagentperformances tat, dagentbyapplication Stat 24 Application Daily Application Performance Summary - 60 Minute Intervals Daily Application Performance Summary provides a Calls Offered, Calls Answered, Overflow Calls, Calls consolidated view of your application performance Abandoned, Calls Abandoned in 30 Seconds or less, across many days broken down into hourly intervals. Average Abandon Delay, Average Answer Delay, Calls This report is parameterized to allow the user to enter in Routed to Hold Queue. both a date range and time range that will select the appropriate data. At the summary level the report displays the application performance for the selected interval range(i.e. 8 am to 5pm). The user has the ability to "drill down" through two levels of drill down. This allows the users to see data with greater detail below the summary level. Application, Day, Hour iapplicationstat 25 Application Daily Call Center Summary - 26 Application Interval Call Center Summary - 27 Application Weekly Call Center Summary - This daily Call Center Summary report is a consolidated view that shows 3 distinct data types in one report. It includes Key Performance Indicators(KPIs) from Application, CDN and DNIS datasources to provide and more wholistic view of your entire call center. % Calls Abandoned, Routed Calls, Default Calls. CDN Data: Date, Calls Offered, Calls Abandoned, % Calls Abandoned, Calls Answered, Terminated Calls. DNIS data: Date, Calls Offered, Calls Abandoned, % This interval Call Center Summary report is a This weekly Call Center Summary report is a ddnisstat iapplicationstat, icdnstat, idnisstat wdnisstat Page 4 of 11

5 28 Application Monthly Call Center Summary - 29 Application Top 5 Daily Call Volumes - 30 Minute Intervals This monthly Call Center Summary report is a consolidated view that shows 3 distinct data types in one report. It includes Key Performance Indicators(KPIs) from Application, CDN and DNIS datasources to provide and more wholistic view of your entire call center. 30 Call by Call Call by Call Report Displays call by call statistics to help trace specific CallIDs from "cradle to grave" 32 Call by Call Call by Call Report for Agent Login/Logout Stats % Calls Abandoned, Routed Calls, Default Calls. CDN Data: Date, Calls Offered, Calls Abandoned, % Calls Abandoned, Calls Answered, Terminated Calls. DNIS data: Date, Calls Offered, Calls Abandoned, % A graphical report for those looking to show Top N Calls Offered, Calls Answered, ASA, Longest Wait Time, application performance broken down by day, hour and Calls Abandoned, Percent Calls Abandoned, Average 30-minute intervals rather than 15 minute intervals found Speed Abandoned, % Service Level in the standard Symposium reports. Report includes 7 charts all broken up by 30-minute intervals: Calls Offered, Calls Answered, Calls Abandoned, % Calls Abandoned, ASA, Average Speed of Abandonment, Longest Wait Time Displays call by call statistics associated with the Agent Login/Logout data. Date, Call Event, Call Event Name, Source, AssociatedData, Destination, Event Data Date, Call Event, Call Event Name, Source, AssociatedData, Destination, Event Data mdnisstat Day, Hour, 1/2 hour iapplicationstat TelesetLoginID, Time, CallID TelesetLoginID, Time, CallID ecallbycallyyyymm Standard Columnar CCMS/SCCS DD ecallbycallyyyymm Standard Columnar CCMS/SCCS DD, eagentloginstat 33 Skillset Skillset Calls Answered by Day by Skillset - 30 Minute Intervals Crosstab report that displays data in a spreadsheet style Date, Time(30-Min Interval), Calls Answered Day, 1/2 hour iskillsetstat report. The column of the report are the 1/2 hour intervals and the rows of the report are the various days. The value, or measure, displayed is Calls Answered. The crosstab is display for each skillset in your call center to allow for a more detailed analysis of skillset performance 34 Skillset Skillset Calls Answered by Day - 30 Minute Intervals Crosstab report that displays data in a spreadsheet style Date, Time(30-Min Interval), Calls Answered Day, 1/2 hour iskillsetstat report. The column of the report are the 1/2 hour intervals and the rows of the report are the various days. The value, or measure, displayed is Calls Answered. 35 Skillset Daily Skillset Performance - Month to Date 36 Skillset Monthly Custom Skillset Performance(custom) This report is a true agent performance summary report that includes agent and agent by skillset Key Performance Indicators(KPIs) to offer a more consolidated view. The report is grouped by skillset and then by day and retrieve data for the current month to date. A report that requires customization services to be puchased. This report allows the call center supervisor to create custom skillset grouping which not included in the Symposium database. These custom groups will incorporate several physical skillset from within the call center. This report summary is grouped by a custom skillset group created by the call center management group. Within this custom group includes the actual skillsets defined in Symposium. This type of report allows the call center managers to view data in a way that makes more practical business sense rather than the way the skillset names are defined in Symposium. Calls Received, Calls Answered, Calls Abandoned, Average Abandoned Delay, Max Abandon Delay, % Abandoned, Average Answer Delay, Max Answer Delay, Bench Mark, % TSF, Average Talk Time, Average Not Ready Time, Average Call Handle Time, Average Agents Calls Received, Calls Answered, Calls Abandoned, Average Abandoned Delay, Max Abandon Delay, % Abandoned, Average Answer Delay, Max Answer Delay, Bench Mark, % TSF, Average Talk Time, Average Not Ready Time, Average Call Handle Time, Average Agents Skillset, Day Custom Skillset, Skillset, dagentbyskillsetstat mskillsetstat, magentbyskillsetsta t Page 5 of 11

6 37 Skillset Skillset Performance by Application - Application, iskillsetstat, Custom Intervals Time(custom) 38 Skillset Interval Crosstab Call Center Summary -, Skillset.rpt Skillset Performance Reports grouped by Application that consolidates data from multiple Symposium sites into one single report. The report is grouped by Application and then by custom time intervals. The custom time interval shows 7:30-8:00am, 8:00-4:30pm, 4:30-5:00pm, 5:00-5:30pm. These intervals can be customized based on the specific call center implementation. Interval, Avg Answer Delay, Calls Answered, Calls Offered, Calls Abandoned, % Calls Abandoned, % Abandoned after Threshold, % Service Level Date iapplicationstat, icdnstat, idnisstat, iskillsetstat 39 Skillset Daily Crosstab Call Center Summary -, Skillset.rpt Date ddnisstat, 40 Skillset Weekly Crosstab Call Center Summary -, Skillset.rpt Date wdnisstat, 41 Skillset Monthly Crosstab Call Center Summary -, Skillset.rpt Date mdnisstat, mskillsetstat 42 Login Logout Login-Logout Report by Supervisor Display agent login Logout activity by Supervisor by agent by day. Event Time, Event Type Supervisor, Agent, Day eagentloginstat, dagentperformances tat Page 6 of 11

7 43 CDN Daily Call Center Summary - 44 CDN Weekly Call Center Summary - 45 CDN Interval Call Center Summary - 46 CDN Monthly Call Center Summary - 47 CDN Interval Crosstab Call Center Summary -, Skillset.rpt This daily Call Center Summary report is a consolidated view that shows 3 distinct data types in one report. It includes Key Performance Indicators(KPIs) from Application, CDN and DNIS datasources to provide and more wholistic view of your entire call center. % Calls Abandoned, Routed Calls, Default Calls. CDN Data: Date, Calls Offered, Calls Abandoned, % Calls Abandoned, Calls Answered, Terminated Calls. DNIS data: Date, Calls Offered, Calls Abandoned, % This weekly Call Center Summary report is a This interval Call Center Summary report is a This monthly Call Center Summary report is a Date ddnisstat mdnisstat iapplicationstat, icdnstat, idnisstat mdnisstat iapplicationstat, icdnstat, idnisstat, iskillsetstat 48 CDN Daily Crosstab Call Center Summary -, Skillset.rpt Date ddnisstat, 49 CDN Weekly Crosstab Call Center Summary -, Skillset.rpt Date wdnisstat, Page 7 of 11

8 50 CDN Monthly Crosstab Call Center Summary -, Skillset.rpt Date mdnisstat, mskillsetstat 51 DNIS Daily Call Center Summary - 52 DNIS Interval Call Center Summary - 53 DNIS Weekly Call Center Summary - 54 DNIS Monthly Call Center Summary - 55 DNIS Interval Crosstab Call Center Summary -, Skillset.rpt This daily Call Center Summary report is a consolidated view that shows 3 distinct data types in one report. It includes Key Performance Indicators(KPIs) from Application, CDN and DNIS datasources to provide and more wholistic view of your entire call center. % Calls Abandoned, Routed Calls, Default Calls. CDN Data: Date, Calls Offered, Calls Abandoned, % Calls Abandoned, Calls Answered, Terminated Calls. DNIS data: Date, Calls Offered, Calls Abandoned, % This interval Call Center Summary report is a This weekly Call Center Summary report is a This monthly Call Center Summary report is a Date ddnisstat iapplicationstat, icdnstat, idnisstat wdnisstat mdnisstat iapplicationstat, icdnstat, idnisstat, iskillsetstat 56 DNIS Daily Crosstab Call Center Summary -, Skillset.rpt Date ddnisstat, Page 8 of 11

9 57 DNIS Weekly Crosstab Call Center Summary Date -, Skillset.rpt wdnisstat, 58 DNIS Monthly Crosstab Call Center Summary -, Skillset.rpt Date mdnisstat, mskillsetstat 59 MAX-SCCS Interval Application Performance Report The Interval Application Performance Report shows the applications in Symposium and summarizes application load and performance by 15-minute intervals. It also shows the actual number of calls each application answered and the average time to handle each call. This report is of interest to managers and supervisors. It is also used to determine current work schedules and forecast the staff required for anticipated workloads. This report combines data from both the Agent by Application reports and the Application Peformance Reports. This consolidated report is grouped by Application, by Day and by Interval. The report can be customized to fit your specific call center needs or it can be used "out of the box" Interval, Calls Offered, Calls Answered, Calls Abandoned, % Service Level, Average Answer Delay, Average Not Ready Time, Average Worktime Application, Day, Interval iagentbyapplications tat, iapplicationstat 60 MAX-SCCS Daily Application Performance Report The Daily Application Performance Report shows the applications in Symposium and summarizes application load and performance by day. It also shows the actual number of calls each application answered and the average time to handle each call. This report is of interest to managers and supervisors. It is also used to determine current work schedules and forecast the staff required for anticipated workloads. This report combines data from both the Agent by Application reports and the Application Peformance Reports. This consolidated report is grouped by Application and then by Day. The report can be customized to fit your specific call center needs or it can be used "out of the box" Interval, Calls Offered, Calls Answered, Calls Abandoned, % Service Level, Average Answer Delay, Average Not Ready Time, Average Worktime Application, Day dagentbyapplication Stat, dapplicationstat Page 9 of 11

10 61 MAX-SCCS Monthly Application Performance Report Application, Month magentbyapplication Standard Stat, dapplicationstat Columnar CCMS/SCCS/SECC The Monthly Application Performance Report shows the applications in Symposium and summarizes application load and performance by month. It also shows the actual number of calls each application answered and the average time to handle each call. This report is of interest to managers and supervisors. It is also used to determine current work schedules and forecast the staff required for anticipated workloads. This report combines data from both the Agent by Application reports and the Application Peformance Reports. This consolidated report is grouped by Application and then by month. The report can be customized to fit your specific call center needs or it can be used "out of the box" Interval, Calls Offered, Calls Answered, Calls Abandoned, % Service Level, Average Answer Delay, Average Not Ready Time, Average Worktime 62 MAX-SCCS Interval Skillset Performance Report The Interval Skillset Performance Report shows the skillsets in Symposium and summarizes skillset load and performance by 15-minute intervals. It also shows the actual number of calls each skillset answered and the average time to handle each call. This report is of interest to managers and supervisors. It is also used to determine current work schedules and forecast the staff required for anticipated workloads. This report combines data from both the Agent by Skillset reports and the Skillset Peformance Reports. This consolidated report is grouped by Skillset, by Day, by Interval and then by Application. The report can be customized to fit your specific call center needs or it can be used "out of the box" Interval, Calls Offered, Calls Answered, Calls Abandoned, % Service Level, Average Answer Delay, Average Not Ready Time, Average Worktime Skillset, Day, Interval, Application iagentbyskillsetstat, iskillsetstat 63 MAX-SCCS Daily Skillset Performance Report The Daily Skillset Performance Report shows the Interval, Calls Offered, Calls Answered, Calls Abandoned, skillsets in Symposium and summarizes skillset load and % Service Level, Average Answer Delay, Average Not performance by day. It also shows the actual number of Ready Time, Average Worktime calls each skillset answered and the average time to handle each call. This report is of interest to managers and supervisors. It is also used to determine current work schedules and forecast the staff required for anticipated workloads. This report combines data from both the Agent by Skillset reports and the Skillset Peformance Reports. This consolidated report is grouped by Skillset, by Day and then by Application. The report can be customized to fit your specific call center needs or it can be used "out of the box" Skillset, Day, Application dagentbyskillsetstat, dskillsetstat Page 10 of 11

11 64 MAX-SCCS Monthly Skillset Performance Report Interval, Calls Offered, Calls Answered, Calls Abandoned, Skillset, Month, magentbyskillsetstat % Service Level, Average Answer Delay, Average Not Application, mskillsetstat Ready Time, Average Worktime The Monthly Skillset Performance Report shows the skillsets in Symposium and summarizes skillset load and performance by month. It also shows the actual number of calls each skillset answered and the average time to handle each call. This report is of interest to managers and supervisors. It is also used to determine current work schedules and forecast the staff required for anticipated workloads. This report combines data from both the Agent by Skillset reports and the Skillset Peformance Reports. This consolidated report is grouped by Skillset, by Month and then by Application. The report can be customized to fit your specific call center needs or it can be used "out of the box" Page 11 of 11