TNG/TES report: avg answer time of Switchboard transfer call

[Belinda Frick]

Query:

I am using TNG at my branches and TES at head office. Please can you assist with designing a report which will provide the following. we would like to know how long a call is in the system from the time it is answered at switchboard until it is answered by a user. A report which can provide the average holding time will be appreciated.

Overview:

To show the 'average holding time' we need to know the route the call took. We do not know the route as it depends on various factors, for example:

• ringtime at extension(s)
• if the call was placed on hold by the switchboard before being transferred to the extension
• if the call was transferred to a call group and thus now in a queue before being transferred to be answered by an extension
• if the transferred call was call forwarded before answered at an extension
• if the call was transferred between branches (extensions and/or switchboards)
• combination of above

The telephone management system(TMS) can only report on calls received at an extension - answered or unanswered. TMS does not report on:

• queue information of call groups.
• hold time (call placed on hold) before answered/transferred - this is PABX dependent.

Conclude:

TNG has the option to pull a Department Summary by user or extension:

tng-department-summary-report.jpg

The report will display each department and it's summarized information under the headings:

TNG-department-summary-report-headings.jpg

This includes Average Ringtime.

If you click on the department it will show the users/extension and a summary of their individual statistics:

tng-avg-ringtime.jpg

NOTE: This report will only show the average ringtime for the selected period for each department or extension.