Avaya IP Office User Manual page 168

Overflowed Calls and Statistics
For IP Office Customer Call Reporter statistics, calls overflowing from a queue are treated as follows unless specifically
stated as otherwise for a particular statistic:
· Calls that overflow from a queue to another queue are included in the original queue's
statistic.
· Queue calls overflowing to a non-queue hunt group are not supported.
· For the queue which queue calls overflowed from:
· The calls are not included in the queue's
statistics. Instead they are included in its
Overflowed Lost
· The calls are included in the queue's performance statistics;
Time and
58
· If the overflowing call goes to voicemail they are included in the queue's
· If the overflowing call is routed to somewhere outside the queue and its overflows it is included in the
queue's Routed to Other
· For the queue which queue calls overflowed to:
· The calls are only included in the queue's
· For agents, the calls are included in their
Lost Calls
68
· Once a call has overflowed it remains an overflowed call. This applies even if it is answered by a member of the
original queue from which it overflowed.
The table below summarizes which statistics include calls overflowing from the queue and calls that overflow to a queue:
Statistic includes calls...
Agents Call Share
Agents Ringing
Answered Calls
Answered Internal (Queue)
Average Answer %
Average Answer Time
Calls Waiting
Grade of Service
Lost Calls
68
Overflowed Answered
Overflowed Calls
Overflowed Calls Waiting
Overflowed Lost
No Answer
71
Routed to Other
Routed to Voicemail
Transferred
84
· Statistics not included in the table and those marked
Overflowed Calls and Reports
Queue reports based on the
they overflowed. They will not report the calls against the queue to which they overflow.
Queue reports based on the
report above except when grouped by Queue. When grouped by Queue, the report reports overflowed calls against both
the queue from which they overflowed and against the group to which they overflowed.
CCR 1.0 User Guide
IP Office
statistics.
78
Grade of Service .
64
statistics.
203
.
48
51
52
55
56
58
62
64
73
74
76
78
82
83
Call Summary Report
Call Details Report
103
Calls Waiting , Answered Calls
62
Overflowed Calls Waiting
Average Answer %
Calls Waiting statistic.
62
Agent Call Share ,
48
Overflowed from
Queue Agent
are not applicable.
template will report overflowed calls against the queue from which
106
template will behave the same as reports based on the Call Summary
Overflowed Calls
and Lost Calls
52
, Overflowed Answered
76
, Average Answer
56
Routed to Voicemail
Answered Calls , No Answer
52
Overflowed to
Queue Agent
15-601130 Issue 1k (22 May 2009)
74
68
and
73
statistic.
83
and
71
Page 168