Avaya IP Office 8.1 Product Description page 404

Alarms
The Customer Call Reporter provides different levels of alarms for the supervisor and agent to properly manage
their call center activity. As parameters move from a normal to alarm state, the color of the field within the
realtime view will change depending upon the level of alarm; white for normal, yellow for caution, red for
alarm, and blue for alarm acknowledged. The following statistics can have alarms set against them within the IP
Office Customer Call Reporter:
Statistic Full Name
Agent Productivity
Agent State (Queue)
Agent State (Queue) Time
Agent State (System)
Agent State (System) Time
Agents ACW
Agents Available
Agents Call Share
Agents Logged On
Agents Present
Agents Ringing
Answered Calls
Answered External (Non-Queue)
Answered Internal (Non-Queue)
Answered Internal (Queue)
Average Answer %
Average Answer Time
Average Wait Time
Busy Not Available
Calls Waiting
Current Wait Time
Grade of Service
Internal Made
Longest Wait Time
Lost Calls
New Messages
No Answer
Outbound Calls (External)
Overflowed Answered
Overflowed Calls
Overflowed Calls Waiting
Overflowed Lost
Presented Calls
Queue State
Queue State Time
Routed to Other
Routed to Voicemail
Talk Average
Talk Inbound
Talk Inbound Average
Talk Internal
Talk Outbound
Talk Outbound Average
Talk Total
Transferred
Product Description
IP Office 8.1
System Queue
© 2012 AVAYA All rights reserved.
Available for ...
Agent Total
Issue 26.k.- (16 August 2012)
Warning/
Alarm Type
>1-99%
>1-999
>1-150
<1-150
<1-150
>1-999
>1-999
>1-999
>1-999
<1-100%
>1-600
>1-600
>1-150
>1-999
>1-600
<1-100%
>1-999
>1-600
>1-999
>1-999
>1-999
>1-999
>1- 999
>1-999
>1-999
>1-999
>1-999
[2]
>1-600
>1-999
>1-999
>1-600
>1-600
>1-999
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