Attendant group 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. Attendant Group reports provides hourly traffic measurements for the attendant resources as a whole. Track the following key metrics for your Attendants:
- Total calls
- Answered calls
- Abandoned calls
- Queued calls
- Held calls
- Held-abandoned calls
Example
Attendant Group Field Descriptions
| 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 Calls 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 (the caller hangs up) before an attendant answers. Where applicable, this total includes calls abandoned from the attendant queue before answered. A call abandoned after placed on hold is not included in this measurement, because 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 and subsequently placed on hold by the attendant group and are subsequently abandoned while on hold. |