Queue Calls; Queue Call Answered By 1St Agent - Avaya IP Office User Manual

7.1 Queue Calls

Queue Call
This term is used for calls targeted to a queue, either by the telephone system or by the caller dialing the queue's
extension number. Unless otherwise specifically stated, most statistics shown by IP Office Customer Call Reporter are
only for queue calls. Calls direct to an agent
normally included.

7.1.1 Queue Call Answered by 1st Agent

An external call is targeted to a queue. The call is answered by the first available agent.
Events
· A call is routed to the queue.
· The call is presented to the first available agent.
· The call is answered.
Historical
CCR 1.0 User Guide
IP Office
(non-queue calls
Queues Answered
Calls
Queue Q
TOTAL
Agents Answered
Calls
Agent A
Agent B
Agent C
) rather than to the queue to which they belong are not
196
Queue Q
Calls Waiting 1
Agents Ringing 1
Answered Calls 1
Answered Calls 1
No Answer Lost
Calls
1 0
1 0
No Answer Lost
Calls
1 0
0 0
0 0
Call Scenarios:
Agent A
–
–
Answered Calls 1
Answered Calls 1
0
0
0
0
0
15-601130 Issue 1k (22 May 2009)
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