The attendant offered load (AOL) is the sum of the Calls Answered and Calls Abandoned multiplied by the AWT. You can determine the AOL using the following equation:

For example, a report screen lists the following data for the peak hour of the previous day:

• Calls Answered: 170

• Calls Abandoned: 3

From the calculations in the previous example:

• AWT: 27.6 seconds