Technical data

Traffic Analysis 1-208
Chapter 1: Basic System Features
SBX IP Programming & Operations Guide
Attendant Reports
The SBX IP system provides a detailed report of Attendant Resources.
CONDITIONS
• This report includes the following fields/information.
- Analysis Start Hour - the time at which recording of data began
- Attendant Number - the station number of an Attendant.
- Total Calls - the number of total incoming calls received at an Attendant station (not
including CO ring group calls and Hold ringback).
- Calls Answered - the number of calls answered by all active Attendants during the
specified time period.
- Calls Abandoned - the number of calls that rang at an Attendant station, but were
dropped before being answered at that station.
- Calls Held-Abandoned - the number of calls dropped while on Hold (including any
Held calls that timed out, then rang back to the station).
- Calls Held - the number of calls answered and placed on Hold at an Attendant station.
- Time Available - the time duration (in minutes) for which an Attendant station was
available, but yet did not answer calls.
- Time Talk - the total time an Attendant station was active on a CO line. This time count
does not start until a call is answered. The duration of time between the termination of
a call and the answering of a new call is not counted as Time Available or Time Talk -
see Speed of Answer below).
- Time Held - the total amount of time calls were placed on hold at an Attendant station.
- Time No Answer - the average amount of time that calls remained in the queue and/or
rang at an Attendant station before the caller hung up.
- Speed of Answer - the average elapsed time between one call being terminated and a
new call answered at an Attendant station.
- Type - type of Attendant (that is, System, Main, Intercom Tenancy Group).
• This report includes statistical information for the following time periods:
- Last Hour
- Today’s peak time
- Yesterday's peak time
- Yesterday's total
- Today's total
Release 3.5
June 2010