Lost Calls - Avaya IP Office User Manual

3.25 Lost Calls

Lost Calls
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· This statistic is available for queues and agents.
· It shows the number of queue calls where the caller disconnected before they could be answered by the agents in the
queue or the agent being reported on.
· Queue calls that are lost are reported as lost against both the queue and against the last agent to which the call was
presented.
· For a queue it does not include calls that overflowed from the queue, those are reported using
· For an agent it includes queue calls that overflowed to the agent's queue. It does not include non-queue calls lost.
· It does not include calls that go to voicemail.
· Note that for a queue, the number of lost calls can be higher than the total of lost calls for agent in the queue as calls
can be lost before being presented to any agent.
Lost Call
· A lost call is one where the caller disconnects before being answered.
Call types
Queue
Agent
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.
· 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.
· Alarms and warnings are automatically cleared when the cell value returns to the threshold level.
· Agents and supervisors can acknowledge alarms and warnings in their views by clicking on the colored
cell. This only affects their view. Acknowledging an alarm also removes it from the alarm list.
· The alarm and warning settings are applied to all cells in the statistic column. When applied to an agent
statistic, the same setting is are applied to the whole column, even when you change which queue's
agents are being viewed.
· Note that when enabling or disabling alarms and warnings, the new settings only get used at the next
change in the value of the relevant cells.
· Warning Threshold
Select to enable a warning threshold and to set that threshold.
CCR 1.0 User Guide
IP Office
Queue Direct
Calls Calls
view statistics reset . Click on the statistic name at the top of the column and select
30
Warning
(Yellow)
Internal Calls External Calls
Optional Optional
Optional Optional
Alarm
(Red)
Overflowed Lost
Overflowed
from/to
/
/
Acknowledged
(Blue)
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