Introduction

In Communication Manager the attendant position reports are used to assess the quality of service provided to customers calling through the Listed Directory Numbers, and to facilitate the management of the attendants so they are neither under nor over-staffed. 

Uses

The Attendant Positions report gives the peak values of the following individual attendant position measurements:

  • Available time
  • Talk time
  • Hold time
  • Calls answered


See below for a description of each measurement.

Example


Additional Information

The following is a table describing what each individual attendant position measurements represents.

CCS = Centum (Hundred) Call Seconds 

FieldDescription
Available timeThe total time the subject attendant is available to receive calls during the interval (measured in CCS).
Talk Time

The time the attendant is active on calls (in CCS), measured from the time the attendant activates an attendant loop until the loop is released.

If more than one loop is active on an attendant console at one time, the usage is only counted once (for example, one attendant is not counted as being busy more than once at a given time).

Hold TimeThe time the attendant had calls on hold (measured in seconds).
Calls answeredThe total number of calls answered by this attendant (measured in CCS). Calls placed to an individual attendant extension or that route to an attendant via a hunt group do not increment Calls Answered.

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