Administrator's Guide

B-4
Cisco Unified Attendant Console Administration and Installation Guide
OL-27293-02
Appendix B Cisco Unified Reporting
Operator Calls by Time System Report
Operator Calls by Time System Report
The Operator Calls by Time report is a summary of incoming and outbound calls involving specific
attendant operators by time, on a single date. A line of information is displayed per hour per operator.
Totals are displayed for each operator.
Specify the following parameters before running this report:
• Start and End Time
• Start Date
• Operator(s)
The report contains the following information:
Longest Wait The longest time a caller had to wait to be answered.
Break Hour Break hours.
Field Description
Field Description
Operator Operator name.
Total Calls Total number of inbound calls to the attendant operator.
Console Total number of calls to the queue attended by the attendant operator,
including:
• Incoming queue calls
• Retrieved calls from F5
• Calls retrieved from park by double-clicking the Park DN on the
screen
Others Total number of calls not to the Console attended by the attendant
operator. Normally, these are direct calls to the DN the operator uses for
answering console calls.
Inbound Total talk time Total talk time for the inbound queue calls only.
Inbound Average talk time Average talk time for the inbound queue calls only.
Inbound Longest talk time Longest talk time for the inbound queue calls.
Total Outbound Calls Total number of outbound calls made by the operator, including:
• Normal outbound calls
• Consult transfer enquiry calls
• Conference enquiry calls
• Park calls retrieved by dialing the park DN
• Abandoned calls
Outbound Total talk time Total talk time for outbound answered calls.
Outbound Average talk time Average talk time for outbound answered calls.
Outbound Longest talk time Longest talk time for outbound answered calls.