Avaya IP Office User Manual page 87

Grade of Service
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· This statistic is only available for queues.
· It is the number of queue calls answered within the defined answer threshold as a percentage of all queue calls
presented.
· It excludes calls where the caller disconnects before the statistic's Lost Calls Threshold setting, measure from when
the call was presented to the queue.
· 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.
· It includes calls that become lost calls.
· It does not include calls that were routed elsewhere (Routed to Other) or to voicemail (Routed to Voicemail).
Internal Made
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· This statistic is only available for agents.
· It shows the number of internal calls made by an agent. Only internal calls that are answered are included.
Longest Wait Time
· This statistic is only available for queues.
· Waiting time of the longest waiting call.
· 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.
Lost Calls
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· This statistic is available for queues and agents.
· It shows the number of queue calls where the caller disconnected before they could be answered by the agents in the
queue or the agent being reported on.
· Queue calls that are lost are reported as lost against both the queue and against the last agent to which the call was
presented.
· For a queue it does not include calls that overflowed from the queue, those are reported using
· For an agent it includes queue calls that overflowed to the agent's queue. It does not include non-queue calls lost.
· It does not include calls that go to voicemail.
· Note that for a queue, the number of lost calls can be higher than the total of lost calls for agent in the queue as calls
can be lost before being presented to any agent.
New Messages
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· This statistic is only available for queues.
· It shows the current number of unread messages in the mailbox of the selected queue.
· This is not an IP Office Customer Call Reporter statistic that can be reset, it is a value reported by the voicemail server
providing the mailbox.
Outbound Calls (External)
· This statistic is only available for agents.
· It shows the number of outbound external calls made by the agent.
· If the outgoing call attempts to seize an external trunk but is unsuccessful, for example getting busy tone, it is still
included.
Overflowed Answered
· This statistic is only available for queues.
· It shows the number of queue calls answered after overflowing to another queue.
· 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.
· This applies even if the overflowed call is answered by an agent in the queue from which it overflowed.
· It does not include queue calls answered by methods such as call pickup (use
· An overflowed call is any call originally targeted at the queue that then overflows using the queue's overflow settings.
The overflowing calls are then presented to members of other queues.
· IP Office Customer Call Reporter only supports overflow using other IP Office Customer Call Reporter queues as the
overflow destinations.
· It does not include calls that go to voicemail.
CCR 1.0 User Guide
IP Office
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Statistics: Statistic Summary
Overflowed Lost
Routed to Other ).
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15-601130 Issue 1k (22 May 2009)
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