NEC NDA-30122 Chapter 1 INTRODUCTION

NDA-30122 Revision 1 Page 1

Attendant Console Statistics Operations Manual INTRODUCTION

Chapter 1 INTRODUCTION

This manual provides the information needed to configure and operate the

Attendant Console Statistics software application.

Overview Attendant Console Statistics (Console Stats) is an application that collects data

from Attendant Console call processing and produces statistical reports for display

or printing. Console Stats may be used as a stand-alone product or as a supplement

to the Hospitality Center System (HCS) or M ed ical Center System (MCS)

applications.

Console Stats provides options for design and generation of any number of reports

from a variety of available statistics for attendant call processing and attendant

queue activity. Reports can also be designed and generated for trunk route group

and station group activity. The statistics can be calculated by the hour, day, or for

the current day, up until the current time.

The design process involves naming the re port, selecting the statistics it is to

contain, and naming the time interval by which those statistic s are to be calculat ed.

Once formatted, a report can be generated from the Main Menu to reflect statistics

calculated from call processing data collected during a previous time period or

scheduled for automatic generation either once in the future or on a recurring basis

(i.e., Monday morning at 1:00 a.m., every week and month of the year). Report data

is collected for a configurable length of time.

The list of statistics available through Console Stats during report formatting is

extensive and includes totals, percentages, ranges, and averages calculated from

such things as number and types of calls queued and answered, connected and idle

periods, calls waiting in queue for available operators, and abandoned calls.

Console Stats retains all saved reports (whether formatted and generated through

the menus or routinely produced by Console Stats) for a configurable period during

which time they can be displayed and printed from a Main Menu option.

Console Stats requires an external application to act as an Event Collector. The

figure on the following page illustrates how the Console Stats components

interface with other OAI applications.

MCS and HCS applications may be configured to collect events for Console Stats ,

or the Attendant Monitor application may be used when attendant consoles are

used in a stand-alone environment.