Overflowed And Answered By 2Nd Agent - Avaya IP Office User Manual

7.3.3 Overflowed and Answered by 2nd Agent

In this scenario, the call overflows but is not answered by the first agent in the overflow to which it is presented, however
it is answered by the next available agent.
Events
· A call is routed to the queue.
· The call overflows to another queue.
· The call is presented to the first available
agent.
· The call is not answered.
· The call is presented to the first available
agent.
· The call is answered.
Historical
Queues
Queue Q
Queue Q2
TOTAL
Agents
Agent X
Agent Y
Agent Z
Notes:
· The overflowed call is included in the specific overflow statistics of the queue from which it overflowed.
· The overflowed call is included in the performance statistics of the queue from which it overflowed.
· The overflowed call is not included in any queue statistics of the queue to which it overflowed except the Call
Waiting statistic while the call was waiting to be answered.
· The overflowed call is included in the answered, lost and no answer statistics of the agents in the queue to which it
overflowed.
CCR 1.0 User Guide
IP Office
Calls Waiting 1
Overflowed Calls 1 Calls Waiting 1
Overflowed Calls
Overflowed Calls
Answered No Answer
Calls
0
0
0
Answered No Answer
Calls
0
1
0
Queue Q Queue Q2
–
Calls Waiting 1
Waiting 1
– Calls Waiting 1
– Calls Waiting 1
Overflowed –
Answered 1
–
1
Overflowed
Answered 1
Lost Overflowed
Calls Calls
0 0
0 0
0 0
Lost
Calls
1
0
0
Agent X
–
–
–
–
No Answer 1
– Answered Calls
No Answer 1 Answered
Overflowed
Answered
1 1
0 0
1 1
0
0
0
15-601130 Issue 1k (22 May 2009)
Agent Y
–
–
–
–
–
1
Calls 1
Overflowed
Lost
0
0
0
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