View; Weighted Average; Wrap Up - Avaya IP Office User Manual

9.95 View

View
The term view is used for the first 3 tabs displayed to supervisors and agents when they login to IP Office Customer Call
Reporter. Each view consists of a table of queues and queue statistics. Clicking on any of the queue names will display
an additional table of agent statistics for the agents in that queue. An alarm list or ticker can also be added to each view
to show alarms and warnings for that view or all the supervisor's views. The views can be amended by the supervisor
and administrator.
Agents are able to see the same views as their supervisor but cannot change the queues or statistics. The agent's
version of the view will only show queues to which the agent belongs and their own agent details.

9.96 Weighted Average

Weighted Average
A weighted average is used when combining statistics from different sources, for example when displaying the overall
Average Answer % for several queues. The method used will take account of a weighting factor such as the number of
calls answered by each individual queues.
The example below shows the Average Answer % for 3 queues.
Statistic
Calls Answered
" within answer threshold
Average Answer %
There are several ways in which the overall average for the queues could be expressed:
· Simple Average: 72%
The method is the average of the individual averages.
· Simple average = (66+50+100)/3 = 72%. .
· Combined Average: 85%
This method treats the calls as if answered by a single combined queue.
· Combined average = (20+1+40)/(30+2+40) = 85%.
· Weighted Average: 88%
The weighted average is similar to the combined average but adjusts the contribution of each queue by the
number of calls answered by that queue.
· Weighted average = ((66x20) + (50x1) + (100x40))/(20+1+40) = 88%.

9.97 Wrap Up

Wrap Up
For all phone users, the IP Office phone system normally applies a short delay, by default 2 seconds, during which the
user is indicated as still being busy to further calls. The main function of wrap up is to allow analog phone users who
have just finished a call the opportunity to start dialing a short code or to make a call before another incoming call is
presented to them.
For users set as agents, the period of wrap up applied to their phone is reported as their being in
state. If the agent is also set for automatic after call work, the wrap up period is applied first and then the automatic
after call work period is begun.
CCR 1.0 User Guide
IP Office
Queue 1 Queue 2 Queue 3
30 2
20 1
66% 50%
40
40
100%
15-601130 Issue 1k (22 May 2009)
Glossary: View
After Call Work
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Page 205