Key Terms - Avaya IP Office User Manual

1.1 Key Terms

The following are the definitions for some of the key elements of IP Office Customer Call Reporter operation covered in
this documentation. Additional definitions are included where appropriate. A full set of definitions is found in the
Definitions section.
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Administrator
The administrator can amend IP Office Customer Call Reporter system preferences plus create and administer
supervisors. That includes assigning which queues a supervisor can see or granting the supervisor self-administration
rights to amend their own settings including queues.
The administrator does not have any views of call statistics. However they can setup and amend the views used by
supervisors and their agents.
There is only one administrator account and only one person can log in as the administrator at any time.
Supervisor
Supervisors can create
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by the supervisor and the agents. Supervisors can also
they schedule to run automatically at regular intervals.
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IP Office Customer Call Reporter supports up to 30 supervisors. However the maximum number of supervisors that can
be logged in at any time is controlled by the number of available Supervisor licenses.
Agent
An agent is a user who handles calls to queues on the IP Office telephone system. Unlike general IP Office users they
have been specifically configured as agents in the IP Office configuration. IP Office Customer Call Reporter supports up
to 150 agents.
· To make and receive calls, the agent must login to a phone on the IP Office telephone system. Note that T3 Series
and T3 IP Series phones are not currently supported.
· The agent's phone status is recorded by IP Office Customer Call Reporter. For example when they logged in to a
phone, answer a call, log off, etc.
· The agents are added to queues and then answer call targeted to those queues. An agent can be a member of several
queues.
· Using the web client allows the agent to see the same views as their supervisor. However unlike the supervisors view
the agent will only see their own statistics and those for queues which they belong.
Queue
A queue is a hunt group configured for IP Office Customer Call Reporter operation. Calls to a queue are presented the
first available agent in the queue using a pattern set in the queue's configuration. If the call is not answered it is
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presented to the next available agent and so on until answered. The order in which the agents are used is set in it's
configuration to one of the following orders:
Statistics
IP Office Customer Call Reporter collects information about calls to queues and agents and stores this in its database. It
also collects information about the current state of the queues and agents. Statistics based on this information are then
used in web views and historical reports.
· Except where specifically indicated, usually by the term 'Non-Queue', all statistics relate to calls targeted to queues.
· Each statistic can only be added once within each view.
· Statistics are calculated values. They are affected by configurable settings on the particular view or report such as
whether to include or exclude internal calls. Those settings can be varied for each instance where a particular statistic
is used.
· The statistics value in views can be manually reset when required by any supervisor for who the
enabled the Reset Statistics
agents. It does not affect the statistics used for historical reports.
· The statistics in views are updated approximately every 2 seconds.
CCR 1.0 User Guide
IP Office
and amend views of the agent queues assigned to them. Those views are then viewable
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Collective
option. Resetting the statistics affects the view statistics for all supervisors and
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create reports that they then either run
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, Sequential , Rotary
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manually
and Longest Waiting
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administrator
15-601130 Issue 1k (22 May 2009)
Glossary/
or that
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).
has
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