What’s it for?

Historically the performance of the attendant (operator) pool was very difficult to measure. VSM Attendant Time Report provides call center-like reporting for attendant consoles.

Measure and trend over time:

  • Available Time
  • Talk Time
  • Hold Time
  • Abandon Time
  • Answer Time

Where do I find it?

Attendant Time Reports are available in VSM’s Capacity Manager module in Reports. Capacity Manager’s library of useful reports let you track utilization of resources across your UC platform.

Attendant Time Report in Action

Click on the screen for a demonstration of Attendant Time Reports.


Attendant Time Report Example


This report gives you a picture of the performance of the collective attendant pool over a period of time. It focusses on time metrics so you can see if calls are being lost due to lack of attendant resource. Decisions on the scale of that pool or the shifts that attendants work can be made based on solid reporting data.

Attendant Time Reports provide visibility into the performance of your attendant pool. Make decisions about this customer-facing resource based on solid data. With the data available in our cloud environment for up to 13 months, you can analyze demands and performance over time and plan accordingly.