Vertical SBX IP 320 Service Manual download pdf (Page 235)

Traffic Analysis 225

SBX IP 320 Features & Operation Guide

Attendant Reports

The SBX IP 320 system supports the following report to analyze the attendant resource.

• Attendant Traffic Report - Choose one of the following: time duration, today's peak

time, yesterday's peak time, last hour, yesterday's total and today's total. It provides the

following information fields.

• Analysis Start Hour - Starting time of hour duration which the data is recorded.

• Attendant Number - The station number of the attendant.

• Total Calls - The number of total incoming calls except CO ring group call, hold recall

ring.

• Calls Answered - The number of answered calls by all active attendants during the

measuring hour.

• Calls Abandoned - The number of calls which ring at attendant and is dropped before

answering at attendant.

• Calls Held-Abandoned - The number of calls which is dropped while the call is in hold

mode. Held calls which is time out and recalled are included in this call count.

• Calls Held - The number of calls which answered by attendant and placed on hold state

by attendant.

• Time Available - The time duration which the attendants don't answer the calls but, are

available to handle new calls. Measured with minutes.

• Time Talk - The total time during measuring interval (the attendants are active or

converse with a CO line). Talk time is not started until the call is answered by attendant.

The duration of time between call termination and answering at attendant is not

accumulated as Time Available or Time Talk.

• Time Held - The total amount of time which attendants have calls on hold.

• Time No Answer - The average amount of time that calls in queue and/or ringing at

attendant before the caller hangs up.

• Speed of Answer - The average elapsed time from when a call is terminated by attendant

to when the call is answered by an attendant.

• Type - Type of attendant (system or main or intercom tenancy group).

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Vertical SBX IP 320 Service Manual Page 235