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- 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.
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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. |
With Total Usage and Answered, you can determine the Average Work Time (AWT), which is the time it takes anattendant to handle a call. 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 |
groupand drop | group and are dropped (the caller hangs up) before an attendant answers. Where applicable, this total includes calls |
abandoned from | in the attendant queue that were abandoned before being answered. A call abandoned after being placed on hold is not included in this measurement, |
because | 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: |
becomesavailable - becomes available and the call is connected.
- Until the caller, while waiting
|
inthe - in the queue, abandons the call (hangs up) before an attendant is available.
- The call covers to another point in a coverage path.
|
| Calls Held |
|
| Calls Held-abandoned | The number of calls answered by the attendant group |
and subsequently by the attendant group are | subsequently abandoned while on hold. |