Viewing Statistics - Avaya IP Office User Manual

5.2 Viewing Statistics

When you open the IP Office Customer Call Reporter web client in agent mode the window will look similar to the one
illustrated. The view tabs, up to 3, are views that your supervisor has created. However, unlike their version of the view,
you will only see queue statistics for the queues to which you belong and agent statistics for yourself.
To view your own statistics
1. Click the name of the queue required. Your statistics for that queue are displayed beneath the queue statistics.
2. For details of what the different statistics mean see
Viewing Your Own Statistics
· To view your own statistics in any queue, click on the queue name.
· The TOTAL is shown as a summary for all queues. It cannot be used selected to display your performance in all
the queues.
Adjusted Statistics
Once a statistic has been added to a view, its name appears at the top of the column.
1. Click the statistic name to display the statistic options:
· Sort Up
Sort the view in ascending order using column's current values. When selected the statistic name
displays an up arrow icon. Separate sorting can be applied to the agent statistics and the queue
statistics. Note that while the queue section of a view is sorted, the selected queue to show in the
agent section of the view cannot be changed.
· Sort Down
Sot the view in descending order using this column's current values When selected the statistic
name displays a down arrow icon. Separate sorting can be applied to the agent statistics and the
queue statistics. Note that while the queue section of a view is sorted, the selected queue to
show in the agent section of the view cannot be changed.
· Sort Off
Remove the sort. The queues section returns to the order in which the supervisor or
administrator arranged the queues when setting up the view. The agents section returns to
alphabetical order except for logged off agents who are placed at the bottom of the view.
· Help
Access help on the statistic.
CCR 1.0 User Guide
IP Office
Statistics .
36
Agent: Logging In (Quick Start)
15-601130 Issue 1k (22 May 2009)
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