Agents Call Share - Avaya IP Office User Manual

3.8 Agents Call Share

Agents Call Share
· This statistic is only available for agents.
· It shows the percentage of
queue.
· Calls overflowing to the queue are included.
Call types
Queue
Agent
Example
There are 4 agents in a Sales group. Together they answer 200 calls. The number of calls answered by each agent can be
shown as a percentage of the total calls answered.
· Agent 1 answers 62 calls = Call Share 31%.
· Agent 2 answers 56 calls = Call Share 28%.
· Agent 3 answers 58 calls = Call Share 29%.
· Agent 4 answers 24 calls = Call Share 12%.
Settings
This statistic has no customizable settings.
CCR 1.0 User Guide
IP Office
48
queue calls answered by the agent out of all queue calls answered by the agents in the
202
Queue Direct
Calls Calls
Internal Calls External Calls Overflowed
from/to
/
/
15-601130 Issue 1k (22 May 2009)
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