3. Statistics - Avaya IP Office User Manual

3. Statistics

This section provides details on the statistic used in the views seen by supervisors and agents.
Statistics
IP Office Customer Call Reporter collects information about calls to queues and agents and stores this in its database. It
also collects information about the current state of the queues and agents. Statistics based on this information are then
used in web views and historical reports.
· Except where specifically indicated, usually by the term 'Non-Queue', all statistics relate to calls targeted to queues.
· Each statistic can only be added once within each view.
· Statistics are calculated values. They are affected by configurable settings on the particular view or report such as
whether to include or exclude internal calls. Those settings can be varied for each instance where a particular statistic
is used.
· The statistics value in views can be manually reset when required by any supervisor for who the
enabled the Reset Statistics
agents. It does not affect the statistics used for historical reports.
· The statistics in views are updated approximately every 2 seconds.
Statistic Types
The statistics kept by IP Office Customer Call Reporter can be categorized into the following types:
Statistic Type Description
State Statistics These statistics show the current state of a queue or agent. Each of these statistics also has a
complementary statistic that shows how long the queue or agent has been in its current state. The
total time agents have spent in different states is available through historical reports based on the
Agent Summary Report
· Agent State (Queue) shows the current state (logged off, available, busy, etc) of each agent
· Agent State (Queue) Time shows the time each agent in a queue has been in their current
Calls/Agents These statistics show the current number of agents or calls in particular states. The value of these
statistics can go up and down and are not available as historical report values. Examples:
· Agents ACW shows the number of agents in a queue who are currently in the after call work
· Calls Waiting shows the number of calls ringing or queued waiting to be answered.
Call Counts Depending on the statistic, these statistics increment each time the queue or agent makes, loses,
refuses or answers a call. Examples:
· Answered Calls shows the number of queue calls answered by an agent or all the agents in a
· Internal Made shows the number of internal calls made by an agent.
Performance These statistics combine call counts and target values set by Supervisors to provide a measure of
Measures queue or agent performance. Examples:
· Agent Call Share shows an agents share of queue calls answered out of all queue calls
· Average Answer % shows the percentage of calls answered that were answered within the
CCR 1.0 User Guide
IP Office
option. Resetting the statistics affects the view statistics for all supervisors and
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template. Examples:
101
in a queue.
state.
(ACW) state.
queue.
answered for a particular queue.
target time set by the supervisor.
administrator
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has
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