Operator Performance

Many companies still use Operators as the first point of contact within an Organisation. But how well are they performing? Are there enough Operators to answer the calls? Are there enough Operators at the right time to handle the traffic? For example, do the operators go for lunch during the busiest time? When is the busiest time? Are there certain days that are busier than others? Without telephone Call Logging or Call Accounting, it is impossible to answer these questions without the specific data to back them up.
 
By running Call Logging or Call Accounting reports, you can see assess their performance, how quickly are they answering their calls, how many calls hang up before they are answered, you can see how long people waited (call logging data permitting) before they were answered or simply gave up. You can see hour by hour for each day of the week, how busy your operator positions are.