Call Summary Report - Avaya IP Office User Manual

4.6.4 Call Summary Report

This report provides a summary for the selected target of calls presented, answered, overflowed and lost. The average
answer percentage, average answer time, average abandon time and grade of service are also listed.
<<<need to make clear that report is for calls targeted to the selections, which pretty much means inbound calls only,
ie. not an outgoing call to which an account code is assigned>>>
· Target options: Agent, Queue, View, CLI, DDI or Account Code.
· Group Result by: Ungrouped, Hour, Day, Week, Queue, CLI, DDI or Account Code.
· When a report is grouped, each set of group records will have its own summary except when there is only one
record in the group.
· Records which do not match the grouping being used, for example records that have no associated CLI in a
report group by CLI, will be grouped at the start of the report.
· Optional: Whether the report includes internal calls is an option.
The following information is shown for each target selected for the report:
· Total Calls
The total number of answered, lost, overflowed answered, overflowed lost and routed to voicemail calls. The value
used in the report summary is the total unique presented calls.
· Answered Calls
The number of queue calls
· Lost Calls
The number of queue calls lost. Calls lost before the report's Lost Call Threshold are not counted.
· Overflowed Answered
The number of queue calls that overflowed and were then answered. This value is 0 when the report target is an
agent.
· Overflowed Lost
The number of queue calls that overflowed and were then lost. Calls lost before the report's Lost Call Threshold
are not counted. This value is 0 when the report target is an agent.
· Routed to Voicemail
The number of queue calls routed to voicemail. This value is not reported for agents and reports grouped by
agents.
· No Answer
The number of times a call was presented to an agent and not answered before being presented to another agent.
The following values are shown unless the report target is an agent (for which the values are blank).
· Average Speed to Answer %
The number of calls answered within the report's specified answer threshold time, divided by the total number of
calls answered.
· Average Speed to Answer Time
The sum of the answer time for queue calls answered divided by the number of queue calls answered.
CCR 1.0 User Guide
IP Office
answered. This includes calls that were Routed to Other.
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