User guide

Using Attendant Console
Page 54 Mitel
®
Attendant Console User Guide – Issue 3.2, September 2009
Statistics
When you select Statistics from the Tools drop-down menu, the following screen appears. Call
handling statistics are tracked by the Attendant Console. You can also view cumulative statistics
by opening the archive files that are stored in the Attendant Console/Stats directory.
• Statistics: Statistics shown include:
o Calls that Rang in: Shows the number of incoming IC and CO calls. If there is an
outgoing call that is placed on hold and it recalls, it is not counted as a call that rang in.
Incoming transfers are not counted because the announcement call will be counted.
This also does not include calls that automatically forwarded.
o Calls Placed on Hold: Shows the number of the IC and CO calls placed on individual
hold. It does not include calls placed on transfer hold. If a call is placed on hold
multiple times, it is counted multiple times.
o Calls that Recalled: Shows the number of IC and CO calls that recalled from hold. It
does not include calls that recalled from a transfer. If a call recalls multiple times, it is
counted multiple times.
o Calls Handled: Every time an IC or CO call leaves the operator, it was handled,
unless it was on hold, was ringing, or was a transfer announcement call. When a
conference is made each call in the conference is counted as handled and the
conference call is treated as a new call. Calls that automatically forward are not
counted as handled.
o Calls that Automatically Forwarded: Counts increases every time the Console
automatically forwards a call.
o Abandoned Calls: Displays a CO call that rang in but was never answered. This does
not include calls that automatically forwarded.
o Percent of Calls that Recalled: Shows the percentage of calls placed on hold that
recalled. It does not include calls placed on transfer hold.
o Average Ring Time: Shows the average time that incoming IC and CO calls were
ringing, not including recalling. This does not include the ring time for calls that
automatically forwarded.