NEC NDA-30122 Using Report Formats (Cont.

Page 26 NDA-30122 Revision 1

REPORT FORMATS Attendant Console Statistics Operations Manual

Using Report Formats (Cont.)

Queue Reports can contain statistics specific to the attendant call queue. Statisti cs

are available for the following types of calls: Internal, external, attendant tr ansfers,

station transfers, held camp calls and those that time out, pag ed c al ls , pa rke d calls

and those that time out, held calls and those that time out, no-answer calls that time

out, off-hook alarms, Common Control Switching Arrangement (CCSA), foreign

exchange, tie trunks, Wide Area Telephone Service (WATS), priority, forwarded,

and vacant. These statistics are described in the following table:

Route and Station Group reports statistics are specific to outbound trunk and

station operations.

Statistic Description

Inbound Calls Received Total number of inbound calls that were received.

Inbound Calls Answered Total number of inbound calls that were answered.

Inbound Calls Abandoned Total number of inbound calls that were abandoned before they were answered.

Inbound Percentage Answered The percentage of inbound calls that were answered.

Inbound Percentage

Abandoned The percentage of inbound calls that were abandoned before they were answered.

Inbound Average Wait Time The average time a caller had to wait before the call was answered, the caller abandoned, or it was

recalled to another queue.

Inbound Minimum Wait Time The shortest time a caller had to wait before the call was answered, the caller abandoned, or it was

recalled to another queue.

Inbound Maximum Wait Time The longest time a caller had to wait before the call was answered, the caller abandoned, or it was

recalled to another queue.

Outbound Calls Placed Total number of outbound calls that were placed by the attendant.

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.

Outbound Calls Placed Total number of outbound calls that were placed by all attendants to routes (in the specified route

group) or to stations (in the specified station group).

Outbound Average Duration The average time that all attendants spent connected to an outbound caller over routes (in the

specified route group) or over stations (in the specified station group).

Outbound Minimum Duration The shortest time that all attendants spent connected to an outbound caller over routes (in the

specified route group) or over stations (in the specified station group).

Outbound Maximum Duration The longest time that all attendants spent connected to an outbound caller over routes (in the

specified route group) or over stations (in the specified station group).