NEC Attendant Management System Attendant Statistics Operations Manual

							NDA-30058   Revision 2Page 13
Attendant Management System - Attendant Statistics MAIN MENU OPTIONS
Procedure
Action Result
Enter Attendant Stats in one of two 
ways:
Type the name stats at the system 
login prompt and the word stats at 
the password prompt.
Press the assigned hot key on the 
AMS keyboard.  Refer to the 
“Preparing Attendant Stations” 
sections in the AMS Operations 
Manual.The Main Menu is displayed. 
Choose options in one of two ways:
Type the key letter of the desired 
option. The key letter is typically 
highlighted or shown in boldface 
type and is the first letter of the 
option unless that letter has been 
used before.  The procedures in this 
manual use this selection process.
Use the arrow keys to place the 
cursor on the desired option and 
press Enter.
Then refer to the instructions provided 
in this chapter for use of each option.
To exit the Main Menu, press  q (quit)
.The Attendant Statistics Main Menu is 
displayed. 
						

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MAIN MENU OPTIONS Attendant Management System - Attendant Statistics
Report Formats
The Report Formats option on the Attendant Stats Main Menu is used to select the 
call processing statistics, by attendant or by type of call, that are to be reflected in 
the report, to name the report and to name the interval by which the statistics are to 
be calculated.
Figure 3-2   Report Formats
General Description
Use the Report Formats option to design reports about attendant activity (Attendant 
Reports) or about specific types of calls that are queued for and by attendants 
(Queue Reports).
Each type of report (Attendant and Queue) contains a standard set of statistical data 
that can be generated.  Create a report format by choosing statistical data that the 
report is to contain and putting that data into the sequence in which it is to appear.  
Then choose the time 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.
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							NDA-30058   Revision 2Page 15
Attendant Management System - Attendant Statistics MAIN MENU OPTIONS
Available Statistics
The  statistics that are available for both types of reports are:
• Attendant Report Statistics 
-  Calls Answered Total number of calls that were answered by the 
attendant, including recalls.
-  Average Talk Time Average number of seconds the attendant spent 
connected to a caller.  This does not include calls 
answered but not released in the reporting period.
-  Average Idle Time Average number of seconds the attendant spent not 
connected to a caller.
-  Total Talk Time Time that the attendant was connected to callers.  If 
a call straddles two reporting periods, only the part 
of the call that falls within the reporting period will 
be used for this statistic.
-  Total Idle Time Time that the attendant spent logged in but not 
connected to callers.
-  Percentage Talk Time Percentage of total time that attendant spent logged 
in and connected to callers.  Calculate this value by 
dividing the amount of time spent connected to 
callers by the total amount of logged-in time, and 
multiply by 100.  This value is rounded to the 
nearest percentage.
-  Percentage Idle Time Percentage of total logged-in time that attendant 
was not connected to callers.  Calculate this by 
dividing the amount of time spent while not 
connected to callers by the total amount of logged-
in time, and multiply by 100.  This value is rounded 
to the nearest percentage.
-  Maximum Talk Time Longest amount of time spent connected to a caller.
-  Minimum Talk Time Shortest amount of time spent connected to a caller.
-  Maximum Idle Time Longest amount of time spent logged on but not 
connected to a caller.
-  Minimum Idle Time Shortest amount of time spent logged on but not 
connected to a caller. 
						

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MAIN MENU OPTIONS Attendant Management System - Attendant Statistics
Available Statistics (Cont)
Queue Report Statistics  – Queue Reports contain statistics on 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.   The statistics available for each of these types of calls are:
-  Total  Calls Total number of calls of this type that arrived on the 
queue.
-  Average Wait Time Average amount of time a call of this type waited 
before it was answered, the caller abandoned it, or 
it was recalled to another queue.
-  Maximum Wait Time Longest time a call of this type waited before it was 
answered, the caller abandoned it, or it was recalled 
to another queue.
-  Minimum  Wait  Time Shortest time a call of this type waited before it was 
answered, the caller abandoned it, or it was recalled 
to another queue.
-  Total Answered Total number of calls of this type that were 
answered
-  Total Abandoned Total calls of this type that were abandoned before 
they were answered.
-  Percentage Answered Percentage of calls of this type that were answered.
-  Percentage Abandoned  Percentage of calls of this type that were abandoned
before they were answered. 
						

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Attendant Management System - Attendant Statistics MAIN MENU OPTIONS
Intervals of Statistics
Every 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 options on the main menu).
Hourly - Hourly reports calculate statistics every hour for every attendant or 
queue during the time period shown in report generations.
Figure 3-3   Hourly Report Format
Daily - Daily reports calculate statistics for every attendant or queue during the 
day shown in report generation.
Figure 3-4   Daily Report Format
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							Page 18NDA-30058   Revision 2
MAIN MENU OPTIONS Attendant Management System - Attendant Statistics
Intervals of Statistics (Cont)
Current - Current reports calculate statistics every hour for every attendant or 
queue for today, from the given starting time until the present time.
Figure 3-5   Current Report Format
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							NDA-30058   Revision 2Page 19
Attendant Management System - Attendant Statistics MAIN MENU OPTIONS
Report Formats (Cont)
Procedure
Action Result
On the Main Menu, type r to select the 
Report Formats option. (1)The Report Format menu is displayed. 
(2)
On the Report Formats menu, Type a to 
select Attendant Reports or q to select 
Queue Reports. The data entry form for the selected 
type of report is displayed. (3)
Select the desired command using the 
definitions below and refer to 
instructions provided on the following 
pages:
Add–Create the format of a 
report.
Modify–Alter the statistics or 
other data of an existing 
report format.
Delete–Delete an existing report 
format.
View–Retrieve a selection of 
report formats for 
viewing.
Print–Send a selection of report 
formats to the printer.
To exit the data entry form for the 
selected type of report, press Esc.The Report Formats menu is displayed.
To exit the Report Formats menu, Type 
q (quit).The Main Menu is displayed. 
						

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MAIN MENU OPTIONS Attendant Management System - Attendant Statistics
Report Formats (Cont)
Add a Report 
FormatThe Add command on both the Attendant Report and the Queue Report screens is 
used to create a report format.
Figure 3-6   Add Report Format
(Shown Here for Attendant Report)
General Process
After the format has been titled and its interval and identifier shown, the highlight 
moves to the first statistic field and a pop-up window to the right displays the list 
of statistics available.  A statistic is selected by moving the highlight to it and 
pressing Enter.  The selected statistic name is placed in the Statistic # field to the 
left in which the highlight is placed.  After all desired statistics are added to the 
format, the None option in the pop-up window can be chosen for any remaining 
Statistic # fields.  Once the None option is selected, any remaining fields also 
contain it.
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							NDA-30058   Revision 2Page 21
Attendant Management System - Attendant Statistics MAIN MENU OPTIONS
Add a Report 
Format (Cont) Procedure
Action Result
On the Attendant or Queue Report 
screen, press Enter to select the Add 
command. (1)The Report Title field is highlighted for 
data entry. (2)
Make field entries according to the 
definitions below, pressing Enter after 
each.  Use the space bar to toggle 
among field options that are displayed 
for selection, and the backspace key to 
erase data entered in error.
Field Name
Report Title
Time Interval
Report IdentifierDefinitionsThe unique name that identifies this 
report for generation and retrieval.  The 
field title consists of up to 35 
characters.
The time period during which data is 
collected for this report.  Hourly, Daily, 
and Current are displayed in the field 
for selection by toggle action of the 
space bar.
A unique four-character ID that 
Attendant Statistics combines with the 
ending month, day, and hour of any 
report generated from this format to 
form the filename under which it is 
saved.
If you press Enter while the Report 
Identifier field is highlighted, a pop-up 
window displays the list of available 
statistics.  A highlight bar is positioned 
on the first option in the window. (3)  
						

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MAIN MENU OPTIONS Attendant Management System - Attendant Statistics
Add a Report 
Format (Cont)Procedure (Cont)
Action Result
To select a statistic, move the highlight 
bar in the window to the desired 
statistic and press Enter.
Repeat this procedure until all desired 
statistics have been selected and are 
positioned in the Statistic # fields.  Fill 
any remaining Statistic # f i e l d s  w i t h  t h e  
None option from the pop-up window.The selected statistic is placed in the 
currently selected Statistic # field.
After Enter is pressed on the last 
Statistic # field, the message “Do you 
wish to insert this record? (Y/N)” is 
displayed below for confirmation. 
Ty p e  y and press Enter to save this 
format; type n and press Enter to 
cancel it.The screen fields are emptied, and the 
cursor is positioned on the command 
line.  A message gives the results of the 
selected action.
To exit the Attendant or Queue Report 
screen, type q (quit).The Report Formats menu is displayed.