NDA-30122 Revision 1 Page 25
Attendant Console Statistics Operations Manual REPORT FORMATS
Chapter 3 REPORT FORMATS
The Report Formats option from the Console Stats Main Menu provides options
to define new report formats; and find, modify, delete, and print existing reports.
All display screens, windows, menus and procedures are described in the following
sections of this chapter.

Using Report Formats

Use the Report Formats option to design reports for attendant acti vity ( Attendant
Reports) or for specific types of calls that are queued for a nd by att endants ( Queue
Reports). Report formats can also be designed for Route Groups and Station
Groups. Each type of report (Attendant, Queue, Route Group, Station Group)
contains a standard set of statistical data that can be generated.

Report Statistics Attendant Report Statistics

Attendant reports can contain statistics specific to Attendant call handling.
Statistic Description
Inbound Calls Answered Total number of inbound calls that were answered by the attendant, including recalls.
Inbound Talk Time The total time that the attendant was connected to inbound callers.
Inbound Talk Percentage The percentage of total time that the attendant spent logged in and connected to inbound callers.
Inbound Average Duration The average time that the attendant spent connected to an inbound caller.
Inbound Minimum Duration The shortest time that the attendant spent connected to an inbound caller.
Inbound Maximum Duration The longest time that the attendant spent connected to an inbound caller.
Outbound Calls Placed Total number of outbound calls that were placed by the attendant.
Outbound Talk Time The total time that the attendant was connected to outbound calls.
Outbound Talk Percentage The percentage of total time that the attendant spent connected to an outbound caller.
Outbound Average Duration The average time that the attendant spent connected to an outbound caller.
Outbound Minimum Duration The shortest time that the attendant spent connected to an outbound caller.
Outbound Maximum Duration The longest time that the attendant spent connected to an outbound caller.
Idle Time The total time that the attendant was logged in but not connected to an inbound or outbound call.
Idle Percentage The percentage of total time that the attendant spent logged in and not connected to an inbound or
outbound call.
Idle Average Duration The average time that the attendant spent logged in but not connected to an inbound or outbound
call.
Idle Minimum Duration The shortest time that the attendant spent logged in but not connected to an inbound or outbound
call.
Idle Maximum Duration The longest time that the attendant spent logged in but not connected to an inbound or outbound
call.