The starting time of the hour during which the data is recorded. The time is displayed using the 24-hour clock.

A graphical display of the average time that the attendants take to answer calls.

The average speed of answer for each hour in the report interval. The time is displayed in seconds.

Suggested action: If this number is too high and all attendants are working at the acceptable efficiency levels, think about additional training to help attendants complete calls more quickly. You can also observe the hours during which speed of answer becomes unacceptable and think about adding consoles and scheduling more attendants during those hours.