Avaya Call Center Reports Explained Manuel d'utilisateur télécharger pdf (Page 19)

Reports Explained 15

Issue 1 (2) Reports Explained

Agent Capacity Report

Figure 8 Agent Capacity Report

The Agent Capacity Report shows how often, and for how long, the Call Center was working at

its maximum Agent capacity.

It shows the number of times that there were no Agents available to take a call (because they

were already on a call, on an outgoing call, Not ready, etc) and it also shows the total duration of

all of these periods. That is, it details the instances and the duration of those instances when all

Agents were occupied simultaneously with something which prevented them being presented

with an incoming Call Center call.

The Agent Capacity Report does not count instances when there were no Agents signed in, it

only concerns itself with staffed periods.

Note that if the Report includes more than one Skillset the Totals represent the cumulative

amount of time for those periods in which all Agents were unavailable, across all of the Skillsets.

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Avaya Call Center Reports Explained Manuel d'utilisateur Page 19