NEC Attendant Console Statistics Operations Manual

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Attendant Console Statistics Operations Manual INSTALLATION & CONFIGURATION
Selecting Menu 
OptionsSelect menu options from the screen using the Up and Down arrow keys to 
highlight the desired function. Each menu selection can also be selected by a 
specific “Hot Key” character, displayed in Bold.
For example:Report Formats
Report Viewing
Typing F will select Report Formats function, and V will select the Report Viewing 
function. Look for the Hot Keys on each menu screen. 
						

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INSTALLATION & CONFIGURATION Attendant Console Statistics Operations Manual
Quit 
Console Stats
Follow the steps to quit the Console Stats application:
Step 1:
Go to the Console Stats Main Menu (Figure 2-1).
Step 2:
Use the UP and DOWN arrow keys to select Quit from the menu and 
press Enter. 
						

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Attendant Console Statistics Operations Manual REPORT FORMATS
Chapter 3 REPORT FORMATS
The Report Formats option from the Console Stats Main Menu provides options 
to define new report formats; and find, modify, delete, and print existing reports. 
All display screens, windows, menus and procedures are described in the following 
sections of this chapter.
Using Report Formats
Use the Report Formats option to design reports for attendant activity (Attendant 
Reports) or for specific types of calls that are queued for and by attendants (Queue 
Reports). Report formats can also be designed for Route Groups and Station 
Groups. Each type of report (Attendant, Queue, Route Group, Station Group) 
contains a standard set of statistical data that can be generated.
Report Statistics Attendant Report Statistics
Attendant reports can contain statistics specific to Attendant call handling.
Statistic Description
Inbound Calls Answered Total number of inbound calls that were answered by the attendant, including recalls.
Inbound Talk Time The total time that the attendant was connected to inbound callers.
Inbound Talk Percentage The percentage of total time that the attendant spent logged in and connected to inbound callers.
Inbound Average Duration The average time that the attendant spent connected to an inbound caller.
Inbound Minimum Duration The shortest time that the attendant spent connected to an inbound caller.
Inbound Maximum Duration The longest time that the attendant spent connected to an inbound caller.
Outbound Calls Placed Total number of outbound calls that were placed by the attendant.
Outbound Talk Time The total time that the attendant was connected to outbound calls.
Outbound Talk Percentage The percentage of total time that the attendant spent connected to an outbound caller.
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.
Idle Time The total time that the attendant was logged in but not connected to an inbound or outbound call.
Idle Percentage The percentage of total time that the attendant spent logged in and not connected to an inbound or 
outbound call.
Idle Average Duration The average time that the attendant spent logged in but not connected to an inbound or outbound 
call.
Idle Minimum Duration The shortest time that the attendant spent logged in but not connected to an inbound or outbound 
call.
Idle Maximum Duration The longest time that the attendant spent logged in but not connected to an inbound or outbound 
call. 
						

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Using Report Formats (Cont.)
Queue Report Statistics
Queue Reports can contain statistics specific to the attendant call queue. Statistics 
are available for the following types of calls: Internal, external, attendant transfers, 
station transfers, held camp calls and those that time out, paged calls, parked 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
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 
AbandonedThe 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). 
						

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Attendant Console Statistics Operations Manual REPORT FORMATS
Using Report Formats (Cont.)
Intervals of 
Statistics
Every report format must include the interval during which the statistics are 
calculated. The interval can be designated as hourly, daily, or the current day and 
does not include the specific dates or times. Those are named when the report is 
actually generated (See Report Generation option on the Console Stats main 
menu).
Hourly - Hourly reports calculate statistics every hour for every attendant or 
queue during the time period shown in report generations.
Daily - Daily reports calculate statistics for every attendant or queue during the 
day shown in report generation.
Current - Current reports calculate statistics every hour for every attendant or 
queue for today, from the given starting time until the present time.
Example ReportsSee Appendix A of this manual for selected example reports and formats.
Procedure 
OverviewThe overall sequence for designing a report is the following:
Create a report format by choosing statistical data that the report is to contain 
and placing that data into the sequence in which it is to appear.
Specify a time period over which the data is to be generated -- daily, hourly, or 
for today only.
When a report format is complete, the report can be generated for a set period 
of time using either the Report Generation or the Automated Report 
Generation options on the Main Menu (see Chapters 4 and 5).
Existing report formats can be modified, deleted, viewed, and printed. The specific 
step-by-step procedures for all these functions are described in the following 
sections of this chapter.
A Note on Selecting Commands
-  In the following procedures, a step may call for pressing the Ta b key to select 
a command. It may be necessary to press the Ta b key multiple times in order 
to select the specific command. When reading a step, understand to press the 
Ta b key (as needed) to select the specified command.
-  Commands can also be selected by pressing their associated ’Hot Key’, 
displayed in BOLD. 
						

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REPORT FORMATS Attendant Console Statistics Operations Manual
Report Formats Menu
Step 1:
From the Console Stats Main Menu (Figure 3-1), use the Up and DOWN 
arrow keys to highlight to select the Report Formats option and press 
Enter.
Figure 3-1   Main Menu - Report Formats Selection
Step 2:
The Report Formats menu screen will be displayed (Figure 3-2). The 
Report Formats screen options are described in detail in the following 
sections of this chapter.
Figure 3-2   Report Formats Screen 
						

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Attendant Console Statistics Operations Manual REPORT FORMATS
Attendant, Queue, Route, & Station Report Formats
The overall procedures for creating, finding, modifying, deleting, and printing 
report formats are identical for each type of report. In the following procedures, 
make the appropriate menu selection (where indicated) for the type of report format 
desired. 
Adding a Report 
FormatThis procedure will create a new report format. Follow the steps to add a format:
Step 1:
From the Console Stats Main Menu (Figure 3-1), select the Report 
Formats option and press Enter. The Report Formats menu screen 
(Figure 3-2) will be displayed
Step 2:
From the Report Formats menu (Figure 3-2), select the desired type of 
report (Attendant, Queue, Route, Station) option and press Enter. The 
associated screen will be displayed (Figure 3-3).
Figure 3-3   Example Attendant Reports Screen
Note:
The specific reports screen shows all existing reports in the left window. The right 
window shows the current detail settings for the report highlighted in the left win-
dow. 
						

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Attendant, Queue, Route, & Station Report Formats (Cont.)
Adding a Report 
Format (Cont.)Step 3:
Use the Ta b key to select the Add option at the bottom of the screen and 
press Enter. The Add a Report Format window will be displayed (Figure 
3-4).
Figure 3-4   Add A Report Format Window
Step 4:
Enter a unique name (using up to 35 characters) that will identify the 
report format in the Report Title field, and press Enter.
Step 5:
The Time Interval field defines the time period duration which data will 
be collected for the report. A pop-up window will display listing the 
values Hourly, Daily, and Current. Using the UP and DOWN arrow 
keys, highlight to select the desired interval and press Enter.
Step 6:
Enter a unique four-character ID in the Report Identifier field and press 
Enter. Console Stats combines this ID with the ending month, day, and 
hour for any report generated from this format to build the filename under 
which it is saved.
Step 7:
When the Statistic 1 field is selected, a pop-up window lists the four 
types of statistics (None, Inbound, Outbound, Idle). Using the UP and 
DOWN arrow keys, highlight to select the desired type and press Enter.
Step 8:
A second pop-up window now lists the statistic values associated with the 
selected type from Step 7
. Only the statistic values for the selected type 
(None, Inbound, Outbound, Idle) will be listed in the window. Use the UP 
and DOWN arrow keys to move the highlight bar to the desired statistic 
value and press Enter. The selected statistic will be displayed in the 
Statistic 1 field and another pop-up window will be displayed. 
						

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Attendant, Queue, Route, & Station Report Formats (Cont.)
Adding a Report 
Format (Cont.)Step 9:
From the pop-up window, highlight to select the second report statistic 
type for the Statistic 2 field and press Enter. Continue the selection 
through all desired remaining report statistic fields.
Step 10:
When all desired statistics have been added to the report, select None 
from the statistic type pop-up window and press Enter.
Note:
The None
 option can be selected at any time when all desired statistics have been 
chosen for the report. When the None
 option is selected all remaining Statistic 
fields will show None
.
Note:
This report format can be cleared at anytime by selecting the Clear
 option at the 
bottom of the window. Using the Ta b
 key, select the Clear option and press Enter
. 
All fields will be cleared on the Add a Report Format window.
Step 11:
Use the Tab key to select the Ok option at the bottom of the window and 
press Enter to save this report format.
-  If more report formats are to be added, repeat Steps 4-10
. 
Step 12:
If finished with the Add a Report Format function, use the Tab key to 
select the Exit option at the bottom of the window and press Enter to 
return to the specific reports screen (Figure 3-3). 
						

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Attendant, Queue, Route, & Station Report Formats (Cont.)
Finding a Report 
FormatThis procedure will find an existing report format. Follow the steps to find a 
format:
Step 1:
From the Console Stats Main Menu (Figure 3-1), select the Report 
Formats option and press Enter. The Report Formats menu screen 
(Figure 3-2) will be displayed
Step 2:
From the Report Formats menu (Figure 3-2), select the desired type of 
report (Attendant, Queue, Route, Station) option and press Enter. The 
associated screen will be displayed (Figure 3-5).
Figure 3-5   Example Queue Reports Screen
Note:
The specific reports screen shows all existing reports in the left window. The right 
window shows the current detail settings for the report highlighted in the left win-
dow.
Continue to Step 3 on the next page...