Introduction
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 attendant resources as a whole.
Uses
This report helps you to track the following key metrics for your Attendants:
- Available time
- Talk time
- Hold time
- Abandon time
- Average speed of answer
See below for more information regarding these metrics.
Example
Additional Information
The table below describes the measurements tracked by this report.
| Field | Description |
|---|---|
| Time Available | The time during which the "pos avail" lamp is lit on all attendant consoles, and the attendants are not talking on calls but are available to handle new calls. Measured in Centum (Hundred) Call Seconds or CCS. Consoles can be administered either with or without their own unique extension number. For the "with extension number" case, traffic measurements for outgoing calls and incoming calls to the extension are allotted to the console's extension number and not to the attendant group. For the "without" case, all traffic measurements are allotted to the attendant group. The time the console is on outgoing calls is not included in the attendant group's Time Avail measurement. Attendants are not available and do not accumulate time available when:
|
| Talk Time | The total time, during the measurement interval, attendant(s) are active or talking on a loop (measured in CCS). Talk time is not started until the call is answered by the attendant. The duration of time between when the call is answered and terminated at the attendant console is not accumulated as either Avail Time or Talk Time. Calls split by the attendant do not accumulate talk time from the point when the attendant presses the start button until the call is placed. Calls routed to an attendant via a hunt group are treated as calls to the attendant extension and therefore do not accumulate talk time. |
| Hold Time | The total amount of time (measured in seconds) attendants have calls on hold. |
| Abandon Time | The average amount of time calls spend in queue and/or ringing at the console before the callers hang up (measured in seconds). Time To Abandoned = Total Number of Calls Abandoned / Total Delay For All Abandoned Calls (in seconds). Time to Abandoned does not include calls that overflow the attendant group queue. |
| Speed of Answer | The average elapsed time from when a call terminates at the attendant group to when the call is answered by an attendant (measured in seconds). This is measured as the average time calls wait to ring an attendant (Queue Usage / Calls Answered). The Queue Usage is the total time calls spend in the Attendant Queue. Speed of Answer = Total Number of Calls Answered / Total Delay For All Answered Calls (in seconds). |