PBX Switchboard, Wake-Up Call & Message Log Kit: Hotel Switchboard Call Log, Wake-Up Call Tracker and Guest Message Log with Operator Standards

Full description

For front office managers, telephone supervisors and night managers who want a clear record of what happens at the switchboard. The call log shows the answer rate within a number of rings, the abandon rate, calls by hour and the callback to every missed call. The wake-up sheet records each request, the read-back, the paper backup, up to three attempts and the escalation, and flags a likely AM and PM mix-up or a missing escalation. The message log records the taker, the light, the delivery time and a status: on time, late, open or unclaimed. The Dashboard shows wake-up success by day, answered calls by operator and by purpose, and an overall check. The Word guide holds 20 operator standards, 17 scripts, the procedures, a wake-up form, a message form, a callback record and a daily trunk test.

What is inside

• PBX_Call_Wake_Message_Log.xlsx: 7 tabs, 2,060 formulas, 2 native charts, 24 drop-down and input rules, 9 integrity checks
• Call Log: 278 sample calls plus 40 spare rows with rings, outcome, operator, callback and a status
• Wake-Up Calls: 88 sample requests plus 20 spare rows with three attempts, escalation and a check
• Message Log: 48 sample messages plus 20 spare rows with delivery minutes and a status
• Settings: 12 targets and rules and 10 drop-down lists; Dashboard with 9 tiles, 2 charts and tables by hour, day, operator and purpose
• PBX_Operator_Standards_Guide.docx and PDF: 8 pages with 20 standards, 17 scripts, a wake-up form, a message form, a callback record, a trunk test checklist and a worked example
• README.txt and LICENSE-and-Terms.txt

How it works

1. Set the targets and rules on Settings.
2. Log each call, wake-up request and message as it happens.
3. Call back every missed call and record the time.
4. Read the Dashboard each shift and review misses with the supervisor.

Details

• Formats: 1 Excel workbook (.xlsx), 1 Word guide (.docx) and PDF, English
• Software: Excel 2016 or later, or LibreOffice Calc 7 or later
• No macros, no external links, no data tables, no array formulas
• 3 files plus README and license; instant digital download

Good to know

• Sample data is illustrative: operators, callers and guests are codes.
• Targets, windows and attempts are examples: set your own.
• Use codes, not names or telephone numbers, in the shared file.
• Single-user license. Do not redistribute.

FAQ

How is the answer rate calculated?

Calls answered within the number of rings on Settings, divided by calls offered.

Does it catch a wake-up call set for the wrong time?

It flags a call time outside the normal hours on Settings, a request that was not read back or not on the paper list, a missing second attempt and a missing escalation.

What is an unclaimed message?

A message not delivered within the limit on Settings. The status shows Unclaimed: archive so it can be reported and closed.

Can I add more calls?

The sample has 278 calls and 40 spare rows. Insert rows above the last row and copy the formulas down; the named ranges stretch with the rows.

Do I need macros?

No. Every result is a standard worksheet formula.