What's it for?
Historically the performance of the attendant (operator) pool was very difficult to measure. VSM Attendant Calls Report provides call center-like reporting for attendant consoles.
Measure and trend over time:
- Incoming calls
- Answered calls
- Abandoned calls
- Held calls
- Calls that abandon whilst on hold
Where do I find it?
Attendant Calls Reports are available in VSM's Capacity Manager module in Reports. Capacity Manager's library of useful reports let you track utilization of resources across your UC platform.
Attendant Calls Reports in Action
Click on the screen for a demonstration of Attendant Calls Reports.
Attendant Calls Report Example
This report gives you a picture of the performance of the collective attendant pool over a period of time. It focuses on call metrics so you can see if calls are going unanswered or are abandoning, whilst being dealt with by the attendants. Decisions on the scale of that pool or the shifts that attendants work, can be made on the basis of solid reporting data.