Available Statistics - Avaya IP Office User Manual

3.1 Available Statistics

Statistic Full Name
Agent State (Queue) 39
Agent State (Queue) Time
Agent State (System) 42
Agent State (System) Time
Agents ACW 46
47
Agents Available
Agents Call Share 48
Agents Logged On 49
50
Agents Present
Agents Ringing 51
Answered Calls 52
Answered External (Non-Queue)
Answered Internal (Non-Queue)
Answered Internal (Queue)
Average Answer % 56
58
Average Answer Time
Average Wait Time 60
Busy Not Available 61
62
Calls Waiting
Current Wait Time 63
Grade of Service 64
Internal Made 66
67
Longest Wait Time
Lost Calls 68
New Messages 70
71
No Answer
Outbound Calls (External)
Overflowed Answered 73
74
Overflowed Calls
Overflowed Calls Waiting
Overflowed Lost 78
80
Queue State
Queue State Time 81
Routed to Other 82
83
Routed to Voicemail
Transferred 84
1. With statistics that support both internal and or external calls, the selection of which call types are reported is
selectable through the statistic's settings.
2. For Agent State (Queue) Time and Queue State Time, separate time thresholds can be set for each state that has
been selected to alarm.
3. / * For Answered Calls, Lost Calls and No Answer, queue calls that overflowed to a queue are included in agent
statistics but not in queue statistics.
4. This documentation uses the full name for IP Office Customer Call Reporter statistics and states. However for the
display in browser screens the IP Office Customer Call Reporter may use abbreviated names. The statistics however
remain the same
CCR 1.0 User Guide
IP Office
Available for
Queue
41
45
53
54
55
72
76
[1]
Warning/
Call Type
Alarm Type
Agent Ext' Int'
>1-999
<1-100%
<1-100%
>1-600
Include Overflow
From To
None
[2]
None
None
>1-150
<1-150
None
<1-150
None
None
>1-999
/
>1-999
>1-999
>1-999
>1-600
>1-600
>1-150
>1-999
>1-600
>1-999
>1-600
>1-999
/
>1-999
>1-999 /
>1-999
>1- 999
>1-999
>1-999
>1-999
None
[2]
>1-999
>1-999
>1-999
15-601130 Issue 1k (22 May 2009)
Statistic Type
State
State
State
State
Current
Current
Performance
Current
Current
Current
[3]
Call Count
Call Count
Call Count
Call Count
Performance
Performance
Current
Current
Performance
Call Count
[3]
Call Count
Call Count
[3]
Call Count
Call Count
Call Count
Call Count
Call Count
Call Count
State
State
Call Count
Call Count
Call Count
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