Do you have a Helpdesk or Operator Desk? Do you know how many calls per day they are handling? Is there a particular time in the day which is extremely busy? Is everybody pulling their weight? Are some calls taking too long? How long do the callers have to wait to be answered? What is the traffic generated?
Telephone Call Logging software allows you to run reports and identify a group of extensions/ operators, etc. and see total numbers of calls handled, their average answer delay (how long it took to answer the calls), the maximum answer delay, total duration and average duration of calls. With the information you can decide whether you have sufficient staff members answering the calls, identify whether the team have sufficient time to answer the calls, break down the reports into hourly slots so that you can see the busy time and add a histogram so that visually you can identify the busy period/person on the calls.