Average Answer - Avaya IP Office User Manual

3.16 Average Answer %

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.
Call types
Queue
Agent
Statistic Settings
All supervisors can customize the settings of each statistic column included in a view. The changes are applied to the
existing data since the last
Settings. Customize the statistics settings as required and then click Update.
· Scope
Supervisors can select which type of calls are included in the calculation of this statistic. By default both internal
and external calls are included.
· Include Internal Calls: Select to include internal calls in the statistic.
· Include External Calls: Select to include external calls in the statistic.
· Answer Threshold: Default = 600 seconds, Range = 1 to 600 seconds.
Used for statistic calculated as a percentage of calls answered within the set time over all calls presented. Sets the
target time for calls to be answered from when they are first presented to the queue or agent. Note that for
agents, calls are only presented for the queue's no answer time before being presented to the next agent.
· Alarms
These controls allow you to select whether a warning and or an alarm is given for the statistic and to set the
threshold levels beyond which those events occur.
· When enabled, the background color of the cells is used to indicate their current alarm state.
Enabled / Cleared
(Green)
· Alarms and warning are updated approximately every 8 seconds.
· Alarms and warnings are automatically cleared when the cell value returns to the threshold level.
· Agents and supervisors can acknowledge alarms and warnings in their views by clicking on the colored
cell. This only affects their view. Acknowledging an alarm also removes it from the alarm list.
· The alarm and warning settings are applied to all cells in the statistic column. When applied to an agent
statistic, the same setting is are applied to the whole column, even when you change which queue's
agents are being viewed.
· Note that when enabling or disabling alarms and warnings, the new settings only get used at the next
change in the value of the relevant cells.
· Warning Threshold
Select to enable a warning threshold and to set that threshold.
CCR 1.0 User Guide
IP Office
56
queue calls answered by the queue within the specified answer threshold time, divided by
202
Queue Direct
Calls Calls
view statistics reset . Click on the statistic name at the top of the column and select
30
Warning
(Yellow)
Internal Calls External Calls
Optional Optional
Optional Optional
Alarm
(Red)
Overflowed
from/to
/
/
Acknowledged
(Blue)
15-601130 Issue 1k (22 May 2009)
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