Performance Management

Many of the telephone systems output information about incoming calls including ANSWER DELAYS. This information is stored within the database so that you can monitor how quickly your employees are answering the telephones. Perhaps look at MAXIMUM or AVERAGE ANSWER DELAYS to see if there is a time in the day when you don’t answer your calls so well.

 

Most telephone systems will show where calls have been DIVERTED, CALL LINE IDENTITY (CLI), the TRUNK that carried the calls, the ROUTE the call took out of your building. From this information you can see how calls are diverted throughout your network and how your routes have been set up.

 

Private wire calls can also be routed and correctly charged as calls breakout of your network.