Instruction manual

Analyzing report data
Issue 3 July 2001
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reports
Analyzing report data
Most of the information displayed in these reports is measured in
CCS (centum call seconds). CCS equals the amount of call traffic
it takes to keep one piece of traffic-sensitive equipment busy for
0.6 minutes. To convert CCS to minutes, use the following
equation:
minutes = the number of CCS/0.6
For more information, refer to DEFINITY ECS Reports.
Using attendant reports
Attendant group reports enable you to assess the quality of
service provided to anyone who calls your attendant. Monitor
these reports to ensure that attendant groups are adequately
staffed. There are three attendant reports:
■ Attendant Group Measurements report — measures
attendant group traffic
■ Attendant Positions Report — measures individual
attendant performance
■ Attendant Group Performance report — measures
attendant group performance
The system automatically gathers the information for these
reports, so you can use them to view attendant information at any
time.