Agent Summary Report - Avaya IP Office User Manual

4.6.1 Agent Summary Report

This report type details the call activity for agents in a queue or for specific agents.
· Target options: Queue, View or Agent.
Used to select which agent or set of agents are being reported.
· Group by: Queue (Fixed)
The following information is shown for each target. The actual time and the percentage of the report period are shown.
· Hunt Group Enabled Time
For the queue being reported, the total time the agent was logged in and had their membership of the queue
being reported enabled.
· Busy Not Available Time
The total time that the agent was in the
· ACW Time
The total time that the agent was in the
· Hold Time
The total time that the agent had calls on hold or parked.
· Off Hook Time
The total time the agent's extension was
dialling and ring time. For an external trunk it is the time until the trunk is seized.
· The other columns relate to time either ringing or connected to calls. The column used will depend on the call type
as follows:
Call Type
Direct Call Ringing
Connected
Queue Call Ringing
Connected
This report is grouped by queue and for each queue a summary totaling each of the values is provided. An additional
summary totaling the whole report is included at the end of the report.
CCR 1.0 User Guide
IP Office
Busy Not Available
after call work
192
off hook but not connected to a trunk. It includes picking up handset,
200
Incoming
Internal
Non-Queue Time Non-Queue Time
Non-Queue Time Non-Queue Time
Ringing Time Ringing Time
Talk Inbound Time Talk Inbound Time
Reports: Standard Report Templates
state.
195
state.
External Internal
Talk Internal Time
Talk Internal Time
–
–
Outgoing
External
Talk Outbound Time
Talk Outbound Time
–
–
15-601130 Issue 1k (22 May 2009)
Page 101