Grade Of Service - Avaya IP Office User Manual

3.22 Grade of Service

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).
Call types
Queue
Agent
Example
A supervisor has specified that calls should be answered within 30 seconds. 20 calls into a queue were answered within
the target time, 4 calls were answered after 30 seconds and 1 call was lost. The calculation would be 20 /25 = 0.8. The
Grade of Service therefore is 80%.
Statistic Settings
All supervisors can customize the settings of each statistic column included in a view. The changes are applied to the
existing data since the last
Settings. Customize the statistics settings as required and then click Update.
· Scope
Supervisors can select which type of calls are included in the calculation of this statistic. By default both internal
and external calls are included.
· Include Internal Calls: Select to include internal calls in the statistic.
· Include External Calls: Select to include external calls in the statistic.
· Answer Threshold: Default = 600 seconds, Range = 1 to 600 seconds.
Used for statistic calculated as a percentage of calls answered within the set time over all calls presented. Sets the
target time for calls to be answered from when they are first presented to the queue or agent. Note that for
agents, calls are only presented for the queue's no answer time before being presented to the next agent.
· Lost Calls Threshold: Default = 1 second, Range = 1 to 600 seconds.
Lost calls are calls where the caller disconnects before the call is answered. This threshold sets the minimum time
in seconds for a call to be available before it will be counted as lost when the caller disconnects and not included in
the calculation of this statistic.
· Alarms
These controls allow you to select whether a warning and or an alarm is given for the statistic and to set the
threshold levels beyond which those events occur.
· When enabled, the background color of the cells is used to indicate their current alarm state.
Enabled / Cleared
(Green)
· Alarms and warning are updated approximately every 8 seconds.
CCR 1.0 User Guide
IP Office
Queue Direct Call Internal Calls External Calls Overflowed
Calls
view statistics reset . Click on the statistic name at the top of the column and select
30
Warning
(Yellow)
Optional Optional
Alarm
(Red)
from/to
/
/
Acknowledged
(Blue)
15-601130 Issue 1k (22 May 2009)
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