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Sample Call Log
Click above for a larger image What is a Call Log:
VoiceLink's computerized call center system tracks every call processed, including incoming calls, outgoing calls, faxes and alphanumeric page transmissions. A Call Log contains a complete printout of this information on your account for a certain period. Even calls that are not answered by an operator, calls that go to voicemail (if applicable to your account), and calls initiated by our computer (faxes and alphanumeric pages) are logged on this report. How to Read a Call Log:Calls are printed one per line. The first two columns (“REF#” and “LINE”) are for our internal use. The next two columns (“DATE” and “TIME”) are self-explanatory. The fifth column, “RNG”, shows how many times the phone rang before it was answered. This one is a good gauge of the quality of service we provide, the vast majority of your calls should be answered by the third ring. Usually, we do even better than this - on average, we answer 90% of our calls on the first or second ring. The next three columns (“TALK min”, “PTCH min”, and “HOLD min”) refer to how many minutes that caller was talking to an operator, patched to another line, or on hold (respectively). How long your callers wait on hold is another gauge of the service we provide. However, you should keep in mind that some callers ask to wait on hold while we try another line, look up some information for them, etc. Time is noted in decimal form, so 0.5 min. = 30 sec. Note also that since you are not charged for time on patched calls, that you are not billed for the time listed under “PTCH” (and an equal amount of time listed under “TALK” for that call is also not billable). The column labeled vertically as “H-L-D-S” indicates how many times that caller was placed on hold. The next seven columns (“VACTNOH”) occupy only one letter each. The only two that will be of interest to you are the first and last of these. If the call is flagged with a “V”, this indicates that that call involved some voicemail action (i.e., an operator transferred the call to a voicemail box, the call was handled solely by our voicemail, etc.). If the call is flagged with an “H”, the caller hung up while in voicemail, on hold, or before the operator answered. The columns labeled “1st OPR” and “FIN OPR” show the initials of the operator that initially took the call and the operator that finished the call (respectively). Most often, calls are handled by only one operator, so the initials will match. The last column (“DIALOUT_NUMBER.....”) will show a number if that call involved any sort of “dial-out” (such as an operator calling to relay an important message). Since you are billed on operator time, you can add up all
operator-involved calls to see how much of the time on this report is billable
to you. Any call that lists
“R10”, “R03” or “R04” under “1st OPR” was either a fax or an
alphanumeric page done by our computer and you are not billed for this call. Additionally, any call that lists “---” under “1st OPR”
did not come to an operator (they hung up or it was handled by voicemail) and
your are not billed for these calls either.
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