Instruction manual

Using reports
68 Issue 3 July 2001 Send feedback: [e-mail]
Measuring call center
performance
Standard switch reports on DEFINITY ECS provide valuable
data about your center’s operation.
What should I measure?
Focus on three things:
■ How many calls are answered?
■ How fast are calls answered?
■ How cost-effective is the system?
DEFINITY ECS has three hunt group reports that give you
information about agents, hunt groups, trunks, and trunk groups
to help you answer these questions. The reports are:
■ Hunt Group Measurements
■ Hunt Group Performance
■ Hunt Group Status