In the past, besides the actual topic of call handling, our blog dealt with additional features which provide an attendant solution with useful functions, thereby covering more customer requirements. But what is the use of all this if, for example, we don't know whether all callers can be attended to? It is in this case and in many other cases, where attendant statistics may prove helpful, as they are able to graphically represent meaningful reports based on the available data.

Now you are maybe thinking that a customer will definitely call again if he didn't manage to reach you on the first attempt. In some cases this might be right. But what if you don't even notice in the first place that calls are continually getting lost? This can happen if you are not being made aware of calls that have got lost. Therefore it is much easier to avoid this problem from the start and decide to make use of attendant statistics. This will ensure that any lost calls are detected immediately and that appropriate improvements can be made as soon as possible. But of course attendant statistics are not only useful in this case, they have much more to offer.

In which other cases can the use of attendant statistics prove to be useful? Of course, this generally always depends on the data available, for it is not possible to create a report if no data exists. In addition to the lost calls mentioned earlier, information about call duration, waiting time or an indication of whether the call is an external or internal call, for example, may be of interest. Data which is filtered by criteria such as time period and/or selected telephone number and which is represented graphically in a meaningful report may provide genuine support. Information about the waiting time of callers would in turn help to evaluate the capacity utilization of attendants. Moreover, if at the same time it is evident that operators are often busy with internal calls, this would be a possible explanation for the long waiting times of external callers. This situation could therefore be eased by bringing in additional attendant consoles. 

Would this type of information be helpful to you? Definitely, but only if the data can be easily accessed and is promptly available. Now to the last aspect, the manner in which this information can be accessed and how it can be represented. A Web client is essential for uncomplicated and location-independent access. It ensures that the reports are always available from any location and that no additional components have to be installed on the computer. 

Talkbase attendant statistics cover all these requirements and even go a step further: if the standard reports still leave something to be desired, other reports can be easily generated through pure configuration, provided that the corresponding data is collected.