Introduction
Attendant group reports are used to assess the quality of service provided to customers calling through Listed Directory Numbers, as well as facilitate the management of the attendants so that they are neither under nor over-staffed.
Attendant Group reports provide hourly traffic measurements for attendant resources as a whole.
Uses
Track the following key metrics for your Attendants:
- Total Calls
- Answered Calls
- Abandoned Calls
- Calls Queued
- Calls Held
- Calls Held-Abandoned
With Total Calls and Answered Calls metrics, you can determine the Average Work Time (AWT), which is the time it takes an attendant to handle a call.
See here for additional information regarding each field.
Example
Additional Information
| Field | Description |
|---|---|
| Total Calls | Answered calls + Abandoned calls |
| Answered Calls | The number of calls answered by all active attendants during the measurement hour. Calls placed to individual attendant extensions, or that route to an attendant via a hunt group, do not increment the Calls Answered counter. |
| Abandoned Calls | The number of calls that ring an attendant group and are dropped (the caller hangs up) before an attendant answers. Where applicable, this total includes calls in the attendant queue that were abandoned before being answered. A call abandoned after being placed on hold is not included in this measurement, since it is already added to the calls answered measurement. |
| Calls Queued | The total number of calls placed in the attendant queue because no attendants are available. Calls remain in the queue:
|
| Calls Held | |
| Calls Held-abandoned | The number of calls answered by the attendant group that are placed on hold and subsequently abandoned while on hold. |