Statistic Summary - Avaya IP Office User Manual

3.38 Statistic Summary

Agent State (Queue)
· This statistic is only available for agents.
· It shows the current state of each agent in the selected queue.
· The related statistic Agent State (Queue) Time
state.
Agent State (Queue) Time
· This statistic is only available for agents.
· It shows how long the agent has been in their current state for the selected queue.
· The agent's current state can be shown by the related statistic
Agent State (System)
· This statistic is only available for agents.
· It shows the agent activity across all queues to which the agent belongs, ie. the whole system.
· The related statistic Agent State (System) Time
current state.
Agent State (System) Time
· This statistic is only available for agents.
· It shows how long the agent has been in their current system state.
· The agent's current state can be shown by the related statistic
Agents ACW
46
· This statistic is only available for queues.
· Its shows the number of agents in the queue who are currently in the After Call Work (ACW) state.
· For users who previously used CCC, the ACW state is similar to Busy Wrap Up.
Agents Available
47
· This statistic is only available for queues.
· It shows the number of agents in the queue who are currently available to answer calls.
Agents Call Share
· This statistic is only available for agents.
· It shows the percentage of
queue.
· Calls overflowing to the queue are included.
Agents Logged On
· This statistic is only available for queues.
· It shows the number of agents who are members of the queue who are currently logged in.
· When logged in an agent can also be in other states.
Agents Present
50
· This statistic is only available for queues.
· It shows the number of agents who are logged in but whose membership of the queue is currently disabled.
Agents Ringing
51
· This statistic is only available for queues.
· It shows the number of agents with
· It does not include calls overflowed from the queue or calls that overflowed to the queue.
Answered Calls
· This statistic is available for queues and agents.
· It shows the number of
· It does not include direct calls answered by agents.
· It does not include queue calls answered by methods such as call pickup.
· For an agent it includes queue calls and queue calls that overflowed to the agent's queue.
· For the queue it does not include calls that overflowed from the queue. Nor does in include calls that overflowed to the
queue.
· It does not include calls that go to voicemail.
CCR 1.0 User Guide
IP Office
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48
queue calls answered by the agent out of all queue calls answered by the agents in the
202
49
queue calls
52
queue calls that answered by the agents in the queue or the agent being reported on.
202
can be used to show how long each agent has been in their current
Agent State (Queue)
can be used to show how long each agent has been in their
45
Agent State (System)
ringing but not yet answered.
202
Statistics: Transferred
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39
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15-601130 Issue 1k (22 May 2009)
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