Answered Calls [Statistic]; Answered External Non-Queue [Statistic]; Answered Internal Non-Queue [Statistic]; Answered Internal Queue [Statistic] - Avaya IP Office User Manual

9.15 Answered Calls [Statistic]

Answered Calls
· This statistic is available for queues and agents.
· It shows the number of
· It does not include direct calls answered by agents.
· It does not include queue calls answered by methods such as call pickup.
· For an agent it includes queue calls and queue calls that overflowed to the agent's queue.
· For the queue it does not include calls that overflowed from the queue. Nor does in include calls that overflowed to the
queue.
· It does not include calls that go to voicemail.

9.16 Answered External Non-Queue [Statistic]

Answered External Non-Queue
· This statistic is only available for agents.
· It shows the number of external inbound calls that are targeted directly to an agent and answered by that agent.
· It does not includes queue calls to a queue of which the agent is a member.

9.17 Answered Internal Non-Queue [Statistic]

Answered Internal Non-Queue
· This statistic is only available for agents.
· It shows the number of internal inbound calls that are targeted directly to an agent and answered by that agent.
· It does not includes queue calls to a queue of which the agent is a member.

9.18 Answered Internal Queue [Statistic]

Answered Internal (Queue)
· This statistic is available for queues and agents.
· It shows the number of internal calls to the queue that were then answered by the agents in the queue or the agent
being reported on.
· For an agent it includes queue calls and queue calls that overflowed to the agent's queue.
· For the queue it does not include calls that overflowed from the queue. Nor does in include calls that overflowed to the
queue.

9.19 Announcements

Announcements
While a call to a queue is waiting to be answered, the IP Office telephone phone system can play pre-recorded
announcements to the caller. This option is configured by the IP Office telephone system maintainer. The playing of
announcements to waiting calls does not affect IP Office Customer Call Reporter statistics.

9.20 Available [Agent State]

Available
This agent state is reported when an agent is logged in and is not in any other state. That is when available to receive
and answer queue calls.

9.21 Average Answer % [Statistic]

Average Answer %
· This statistic is available for queues and agents.
· It shows the number of
the total number of calls answered.
· It includes calls overflowed from the queue but not calls that overflowed to the queue. It does not include calls that
overflow to a non-IP Office Customer Call Reporter hunt group.

9.22 Average Answer Time [Statistic]

Average Answer Time
· This statistic is available for queues and agents.
· It shows the sum of answer times divided by the number of queue calls answered by the queue or by the agent being
reported.
· The time is measured from when calls are first presented to the queue or agent.
CCR 1.0 User Guide
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queue calls that answered by the agents in the queue or the agent being reported on.
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queue calls answered by the queue within the specified answer threshold time, divided by
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