We desperately need a way to monitor how efficient and effective our receptionists are at handling the phone lines. I need numbers on how many misses calls they had and how much time it took to respond to these calls, average call length, etc.! I know "Service Desk" has systems like this!

Having call stats would enable management to track performance and make corrective measures where necessary. My phone staff is often getting away with terrible performance but it's hard to measure how big the problem actually is.