Avaya IP Office User Manual page 107

· Average Abandon Time
For lost queue calls, this is the average time from when the calls were received by the IP Office system till they
were lost. This value is 0 when the report target is an agent.
· Grade of Service
The number of queue calls answered within the report's answer threshold as a percentage of all calls presented.
Calls lost before the report's Lost Call Threshold are not included in the calculation. This value is reported for
queues but is not reported for agents.
The report summary totals the individual values for all the targets included in the report with the following differences:
· Lost Calls Threshold: Default = 1, Range = 1 to 600.
The value in seconds used by the report for calculating the Grade of Service values. Calls lost before this time
are not included in the calculation.
· Answer Threshold: Default = 1, Range = 1 to 600.
The value in seconds used by the report for calculating the Grade of Service values and Average Answer %
values.
· External Outbound Calls
Provides a count of calls made by any agents being reported on. This will be 0 if the report target is a queue.
Note
1. Routed to Voicemail, Overflowed Lost and Overflowed Answered are reported against the queue from which
the call overflowed. For an agent they are reported as 0.
CCR 1.0 User Guide
IP Office
Reports: Standard Report Templates
15-601130 Issue 1k (22 May 2009)
Page 107