Call Statistics - Avaya IP Office 8.1 Product Description

Call Statistics

The Customer Call Reporter provides detailed statistics to help small businesses understand exactly where a call
has been within the business. Statistics are measured against (also refer to the table below):
Queues
·
Points in the call center where a queue forms such as hunt groups.
Agents
·
Individuals that are members of queue groups who answer the calls.
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
1. With statistics that support both internal and or external calls, the selection of which call types are
reported is selectable through the statistic's settings.
2. For Agent State (Queue) Time and Queue State Time, separate time thresholds can be set for
each state that has been selected to alarm.
Product Description
IP Office 8.1
Available for ...
System Queue Agent
© 2012 AVAYA All rights reserved.
[1]
Call Type
Total Ext' Int'
Issue 26.k.- (16 August 2012)
Warning Include
/Alarm Overflow
Type
From To
>1-99%
[2]
>1-999
>1-150
<1-150
<1-150
>1-999 [3]
/
>1-999
>1-999
>1-999
<1-100%
>1-600
>1-600
>1-150
>1-999
>1-600
<1-100%
>1-999
>1-600
[3]
>1-999
/
>1-999
[3]
>1-999
/
>1-999
>1- 999
>1-999
>1-999
>1-999
[3]
>1-999
/
[2]
>1-600
>1-999
>1-999
[3]
>1-600
/
[3]
/
[3]
/
>1-600
[3]
/
>1-999
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