Avaya IP Office User Manual page 88

Overflowed Calls
74
· This statistic is only available for queues.
· It shows the number of calls that have overflowed from the queue to its overflow destination.
· 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.
· 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.
· Once a call has overflowed, it may also appear in the queue's
and Overflowed Lost
201
Overflowed Calls Waiting
· This statistic is only available for queues.
· It shows the number of calls overflowed from the queue and still waiting to be 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.
· 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.
Overflowed Lost
78
· This statistic is only available for queues.
· The number of calls which overflowed from the queue and were then lost.
· 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.
· 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.
Queue State
80
· This statistic is only available for queues.
· It shows the current state of the queue as one of the following: In Service, Agents Busy, No Agents, Night Service or
Out of Service.
· The related statistic Queue State Time
state.
Queue State Time
· This statistic is only available for queues.
· It shows the time the queue has been in its current state.
· The related statistic Queue State
No Answer
71
· This statistic is available for queues and agents.
· For an agent it shows the number of queue calls presented to the agent which rang unanswered for the queue's full no
answer time before be presented elsewhere.
· For a queue it shows the total number of no answer events for the agents in the queue. However it does not include
calls that overflowed from the queue or calls that overflowed to the queue.
· For an agent it includes queue calls and queue calls that overflowed to the agent's queue. It does not include non-
queue calls.
· If an agent enables Busy Not Available while being presented with a queue call, that will be counted against the agent
and queue.
Routed to Other
· This statistic is available for queues and agents.
· It shows the number of queue calls to the agent or queue that were subsequently retargeted to or answered by a
party that is not a member of the same queue. For example calls picked up by another user while it was ringing at an
agent.
· 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.
CCR 1.0 User Guide
IP Office
statistics.
76
can be used the show the time that the queue has been in its current
81
81
can be used the show current state.
80
82
Overflowed Calls Waiting , Overflowed Answered
201
15-601130 Issue 1k (22 May 2009)
200
Page 88