Reading Attendant Call Reports

[demanding]

I know that call reports will not show "0" out of voicemail, forwarded calls and hangups, but my delima is: we have a home grown logging system for call reports. It basically shows time/date/duration/number called or received. For attendants, I pulled calls to the main number, calls on "0" and calls to/from the individual attendant number/DID. Does this seem to be an accurate accounting of how many calls the attendants process?

 

[spunkysus]

You can do a lis measurements on the attendant console to get previous day and current days information.

Command: lis meas att pos

 

[demanding]

Thanks...Yes, I know how to do those...but we are having to pull reports from the last 60 days.

 

[demanding]

The reason we are intent on gathering the most accurate and fair data is someone's job is at stake. I want to make sure we are doing what the masses do...I have found that some organizations do not care about these reports and some only look at the attendant postion/group reports and those are not giving a true accounting of what the operators do. What are you all doing out there to justify someone's job?

 

[billdads]

Hello,

I have always ran the reports you stated on a Tiger system and that was enough for me. This helped us to decide staffing levels throughout the day, overall staff requirments etc. Does your logger provide info on answer times, as we had an SLA on answer times and this dictated the staff levels.