Instruction manual

Using reports
62 Issue 3 July 2001 Send feedback: [e-mail]
Measuring attendant group traffic
The Attendant Group Measurements report provides peak hour
traffic measurements for any attendant group. It displays a
summary of attendant group activity for yesterday’s peak, today’s
peak, and the last hour.
To display the Attendant Group Measurements report:
1. Type
list measurements attendant group and press
RETURN.
The Attendant Group Measurements screen appears.
Attendant Group Measurements screen
There are several ways to determine if traffic flow is optimal. For
example:
■ If the Time Abandon field approximately equals the
average delay, the attendant group is staffed appropriately.
■ If the number of calls in the Abandon (Abdn) field is high,
according to your company standards, you may need to
schedule additional attendants during peak hours.
For information on how to calculate the average answering delay,
and what the data in the fields represent, refer to DEFINITY ECS
Reports.
Switch Name: Cust_Switch_Name Date: 4:40 pm MON APR 15, 1998
ATTENDANT GROUP MEASUREMENTS
Grp Meas - - - - - Calls - - - - - - - - Time - - - Time Speed
Siz Hour Ans Abnd Qued H-Abd Held Avail Talk Held Abnd Ans(sec)
2 1000 1000 0 0 0 0 200 80 0 0 0 YEST PEAK
2 1100 1006 0 0 0 0 212 76 0 0 0 TODAY PEAK
2 1500 1007 0 0 0 0 224 64 0 0 1 LAST HOUR