Nortel Networks Attendant Console - Manual (Page 79)

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Attendant Console User Guide
Chapter 6
Generating reports
About Attendant Console reports
Attendant Console collects information about incoming calls and tracks how calls are processed.
Use the information from the Reports component to help spot trends and prevent problems.
You can use the caller-related information in Reports to:
• increase sales opportunities
• improve productivity
• reduce expenses
• streamline operations
For example, the Calls by Customer report shows how callers from your company’s top customers
are handled. It shows if calls are handled by employees or are routed to CallPilot.
Report types
There are three report types:
• Calls by Customers
• Calls to Employees
• Extension Directory
Calls by Customers report
The Calls by Customers report shows how your employees handle calls from your customers.
Each employee report can identify as many customers as necessary. The Calls by Customers report
shows:
• the number of calls taken by the employee
• the number of calls routed to CallPilot
• the number of calls handled by others
• the total calls from each customer
Calls to Employees report
The Calls to Employees report shows the type of calls employees receive over a defined time
period. This report can spot caller abuse such as too many personal calls, and misdirected calls
such as calls from customers routed to the wrong person or department. This report lists the type of
call across the top and names of employees down the left side. Each Caller Type has a column for
the number of calls and percent. The total of all calls and percent are shown separately.
Extension Directory report
The Extension Directory report lists the employees in the Attendant Console database and the
information in their call record.