Group Size. The number of attendants or consoles administered for the group.

Measurement Hour.

The following labels in the last column indicate the hours represented:

• YEST PEAK: The peak activity hours of yesterday

• TODAY PEAK: The peak activity hours of today

• LAST HOUR: The activity in the last hour

Calls Answered. The number of calls that the active attendants answer during the measurement hour. However, the system does not include calls to specific attendant extensions or that route to an attendant through a hunt group.

With the number of calls answered, you can determine the Average Work Time (AWT), which is the time the attendant takes to handle a call. For more information about AWT, see Data analysis guidelines for attendant group reports.

Calls Abandoned. The number of calls that ring an attendant group and drop when the caller disconnects before an attendant answers. The system includes the calls abandoned from the attendant queue before the calls are answered. The system does not include calls abandoned after being put on hold because the system includes such call in the calls answered measurement.

Suggested action: Observe the times in the day when the number of calls abandoned is higher than the optimum level. Schedule more attendants in the group for such times. For more information, see Data analysis guidelines for attendant group reports.

Calls Queued. The total number of calls delayed or put in the attendant queue because attendants are unavailable. Calls remain in the queue until one of the following occurs:

• An attendant becomes available, and the call is connected.

• The caller, while waiting in the queue, abandons the call or disconnects before an attendant is available. To avoid this, you can follow the Suggested action section of the Calls Aband field.

• The call covers to another point in a coverage path.

Calls Held-Abandoned. The number of calls that are abandoned while the caller is on hold. The system includes the held calls that time out and realert in the held-abandoned call measurement.

Suggested action: If you find this number is excessive, investigate to identify the reasons.

Calls Held. The number of calls answered by the attendant group and later put on hold by the attendant group.

Time Available. The time during which the position available lamp is lit on the attendant consoles, but are available to handle new calls. The system measures this time in Centum Call Seconds (CCS).

You can administer consoles with unique extension numbers or without any extension number. For the consoles with extension number, the system allots traffic measurements for outgoing calls and incoming calls to the extension number and not to the attendant group. For consoles without the extension number, the system allots all traffic measurements to the attendant group. The system does not include the time during which the console is on outgoing calls in the attendant group time available measurement.

Attendants are unavailable and do not accumulate the time available measurement when:

• The position is in Night Service.

• The position is busied-out.

• The headset is unplugged.

• The attendant is servicing a call.

Suggested actions:

• If the sum of the values of the Time Avail and Time Talk fields is less than 36 CCS*number of attendants, you must staff more positions during the busy hours.

• If the sum of the values of the Time Avail and the Time Talk fields equals 36 CCS*number of attendants, the time available is idle or not spent on calls. A large value in the Time Avail field indicates low occupancy. In this case, you must reduce the number of attendant positions that are staffed. The staffed time is usually close to the sum of the values of the Time Avail and Time Talk fields.

Talk time. The total time during the measurement interval when attendants are active or talking on a loop. The system measures this time in CCS.

The Talk time does not start until the attendant answers the call. The system does not include the time between the call disconnecting at the attendant console either in available time or talk time.

The system does not include the calls that are split by the attendant from the point when the attendant presses the Start button until the call is placed.

The system treats the calls routed to an attendant through a hunt group as calls to the attendant extension and therefore, does include such calls in talk time.

Held time. The total time that the attendants have calls on hold. The system measures the time in seconds.

Time to abandoned. The average time the calls spend in queue or ringing at the console before the caller disconnects.

Suggested action: If the value of the Time Abnd field is less than the value of the Speed Ans (sec) field, you need more agents. If the value of the Time Abnd field is more than the value of the Speed Ans (sec) field, the attendant group must process the calls faster. The attendant group must be engineered so that the value of the Time Abnd field approximately equals the calculated average delay.

Speed of Answer. The average time that elapses after a call from when a call ends at the attendant group to when the attendant answers the call. The system measures this time in seconds.

The average time that the calls wait to ring an attendant. The queue usage is the total time that the calls are in the attendant queue.

If the average time to abandon is equal to or exceeds 9999 seconds, the Speed Ans (Sec) field displays 9999.

Suggested action: If the value is too high and all attendants are working at the acceptable efficiency levels, you can conduct trainings that might help the attendants complete calls quickly. You can also observe the hours during which the speed of service becomes unacceptable and add consoles during those hours.