These reports are used by to determine:
How promptly personnel are answering calls and if there are any unanswered calls
If there are any times when busy conditions prevent customers from calling in or employee's out.
If any trunks are out of service or if there are to many trunks.
There are three (3) types of reports, Early Warning, Exception and Accumulator. The following paragraphs provide additional information.
Early Warning Detail Indicators
All Trunks Busy (ATB's) - When this condition occurs on incoming trunks it means potential customers receive a busy signal. When it occurs on outgoing trunks it means that employee's cannot make calls. The report provides the trunk group number and the date, time and length of occurrence.
Unanswered Calls - When this condition occurs there has been an incoming call that was not answered by the operator or employee. If this was a customer, good will has been lost. Immediate action should be taken to determine the reason that the call was not answered. The report provides the trunk number and the date and time of occurrence.
Long Out/in Call - Long calls indicate a potential trunk problem that can cause ATB's and should be addressed immediately. The report provides the trunk number and the date and time of occurrence.
Trunk Exception Report - This report provides information on your systems trunk usage on an exception basis. With this report you find out precisely where your problems are without looking at a mountain of data. The information is:
Trunks with no activity
Trunks with short hold times (seize trouble)
Unanswered and abandoned calls, answer time, and ATB's by user selected trunk group
Accumulator Reports - These reports provide the same information as provided in the exception report on each one of the trunks connected to the system and may be displayed at any time or programmed to output to a printer at convenient times for the user.
A user friendly interface from a PC provides the setup of the reports.