Grade Of Service [Statistic]; Holding [Agent State]; Hot Desking; In Service [Queue State] - Avaya IP Office User Manual

9.39 Grade of Service [Statistic]

Grade of Service
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· This statistic is only available for queues.
· It is the number of queue calls answered within the defined answer threshold as a percentage of all queue calls
presented.
· It excludes calls where the caller disconnects before the statistic's Lost Calls Threshold setting, measure from when
the call was presented to the queue.
· 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.
· It includes calls that become lost calls.
· It does not include calls that were routed elsewhere (Routed to Other) or to voicemail (Routed to Voicemail).

9.40 Holding [Agent State]

Holding
This agent state is reported when an agent has a call on hold.

9.41 Hot Desking

Hot Desk
Since agents login at an extension in order to start receiving calls, they can use any extension available rather than
needing a permanent phone extension. Users who login at different extensions are referred to as 'hot deskers'.

9.42 In Service [Queue State]

In Service
This queue state is reported for a queue in normal operation, ie. with some agents logged in and available to answer
calls.
Agents in the queue will no longer be presented with calls targeted to that queue. Depending on how the queue has
been configured by the telephone system maintainer, the calls will either overflow to another queue or to voicemail.
This queue state is reported by the
reported by the Queue State Time

9.43 Internal Made [Statistic]

Internal Made
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· This statistic is only available for agents.
· It shows the number of internal calls made by an agent. Only internal calls that are answered are included.

9.44 IP Office

IP Office
IP Office is an Avaya telephone system for small businesses. It supports traditional analog phones, Avaya digital feature
phones and Avaya IP features phones.

9.45 Last Agent

Last Agent
In a queue with no overflow and no voicemail, if their is only one available agent, when a call is present to them it will
continuing ringing without regard to the No Answer Time of the queue and any related No Answer Time actions that the
IP Office would normally apply. This applies even if the agent enables Busy Not Available while the call is being
presented.

9.46 Licenses

Licenses
Use of IP Office Customer Call Reporter is controlled by licenses entered by the maintainer into the IP Office telephone
system. Insufficient licenses may cause IP Office Customer Call Reporter to not work. Licenses control:
· The number of IP Office Customer Call Reporter agents (up to a maximum of 150).
· The number of IP Office Customer Call Reporter supervisors who can be logged in at any time (up to a maximum of
30).
CCR 1.0 User Guide
IP Office
Queue State statistic. The time the queue has been in a particular state is
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statistic.
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Glossary: Grade of Service [Statistic]
15-601130 Issue 1k (22 May 2009)
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