Symposium reports

[Lynn Huska]

What is Break time?
What is Walk away time?

Thanks
lh

[ullyeus]

www.nortel.com has a significant amount of information about symposium.

[Steve Turton]

They are probably referring to the amount of time a CSR is on break. There are various reasons for 'Break' which the Agent can select from. You, the Supervisor can then run a report on these various Breaks..... or you can just see the types of Breaks taken by each Agent.

The Walk Away report, might be the number of times a call was presented to an Agent, but the agent was away from their desk. If this is correct, some companies call this "Forced Busy" or "Not Set". When the call is first sent to an Agent who is logged in as available, but walked away from their desk..... the ACD will try the agent, and then after a certain number of rings, take the call back, and pass it to another Available Agent. The first Agents phone will be disabled until that person returns to their desk and puts themselves back into "Available" status again.

This is just what I think Nortel is saying.....

Steve

[Otto Bos]

Break time is the time that a phone is the "break mode" - this is the waiting time after a call is ended (giving the agent a few seconds to breathe before the next call is presented).
Walkaway is a special kind of not-ready time. Agents can go in walkaway mode for e.g. a lunch break. Agents go on walk away by putting the phone in not ready, pressing the hold key and disconnecting the headset (this may be different in other setups). Note that walkaway time counts as not ready time as well!

The calls that went back to the queue due to not being picked up are visible in the agent report: "return to queue due to timeout". This also shows calls being pushed back in the queue by going on not-ready.

Final note: see the Nortel Historical Reporting and Data Dictionary for more details. It's installed with the symposium client (pdf file, accesible via menu help, reference guides). This is no easy reading - but it's worth the effort as it contains a lot of information.

Good luck,
Otto.