Avaya IP Office User Manual page 89

Routed to Voicemail
· This statistic is available for queues and agents.
· For a queue it shows the number of queue calls presented and then routed to voicemail.
· For an agent is shows the number of direct calls to the agent that were then routed to voicemail.
· It does not include announcements played by voicemail to the caller.
· 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.
Transferred
84
· This statistic is available for queues and agents.
· For a queue it is the number of calls originally targeted at the queue and then successfully transferred by the queue's
agents.
· For an agent it is the number of the queue's calls that they have transferred.
· It includes both supervised and unsupervised transfers.
· It does not include direct calls
CCR 1.0 User Guide
IP Office
83
to agents that they then transfer.
196
Statistics: Statistic Summary
15-601130 Issue 1k (22 May 2009)
Page 89