Avaya IP Office Customer Call Reporter 1.0 Manuals

Manuals and User Guides for Avaya IP Office Customer Call Reporter 1.0. We have 1 Avaya IP Office Customer Call Reporter 1.0 manual available for free PDF download: User Manual

Avaya IP Office Customer Call Reporter 1.0 User Manual

Avaya IP Office Customer Call Reporter 1.0 User Manual (210 pages)

Customer Call Reporter 1.0

Brand: Avaya | Category: Software | Size: 2.37 MB

Table of Contents

Table of Contents
3
1 Introduction

7
- IP Office 15-601130 Issue 1K (22 May
  7
- Key Terms
  10
- Client PC Requirements
  12
- Logging in
  13
- Changing Your Password
  15
- Forgotten Passwords
  16
- Additional Help
  17
- Logging off
  18
2 Supervisor

19
- 2. Supervisor
  20
- Logging in
  22
- Editing a View
  24
- Using a View
  27
  - View
    27
- Statistic Colors
  28
- Alarms and Warnings
  29
- Resetting View Statistics
  30
- Graph View
  31
- Account Details
  32
  - Account
    32
  - Reset Statistics
    32
  - Change Password
    32
3 Statistics

35
- 3. Statistics
  36
- Available Statistics
  38
- Agent State (Queue)
  39
- Agent State (Queue) Time
  41
- Agent State (System)
  42
- Agent State (System) Time
  45
- Agents ACW
  46
- Agents Available
  47
- Agents Call Share
  48
- Agents Logged on
  49
- Agents Present
  50
- Agents Ringing
  51
- Answered Calls
  52
- Answered External (Non-Queue)
  53
- Answered Internal (Non-Queue)
  54
- Answered Internal (Queue)
  55
- Average Answer
  56
- Average Answer Time
  58
- Average Wait Time
  60
- Busy Not Available
  61
- Calls Waiting
  62
- Current Wait Time
  63
- Grade of Service
  64
- Internal Made
  66
- Longest Wait Time
  67
- Lost Calls
  68
- New Messages
  70
- No Answer
  71
- Outbound Calls (External)
  72
- Overflowed Answered
  73
- Overflowed Calls
  74
- Overflowed Calls Waiting
  76
- Overflowed Lost
  78
- Queue State
  80
- Queue State Time
  81
- Routed to Other
  82
- Routed to Voicemail
  83
- Transferred
  84
- Statistic Summary
  85
- Reports
  
  91
  - 4. Reports
    92
  - Creating Reports
    94
  - Running Manual Reports
    97
  - Scheduling Reports
    98
  - Deleting a Report
    99
  - Modifying a Report
    99
  - Standard Report Templates
    100
    
    Agent Summary Report
    101
    
    Alarm Report
    102
    
    Call Details Report
    103
    
    Call Summary Report
    106
    
    Trace Report
    108
    
    Voicemail Report
    109
5 Agent

111
- 5. Agent
  112
- Logging in (Quick Start)
  114
- Viewing Statistics
  115
- Statistic Colors
  116
- Graph View
  117
- Agent Phone Controls
  118
  - Logging in
    119
  - Logging out
    120
  - After Call Work
    121
  - Busy Not Available
    122
  - Enable/Disable Membership
    123
  - Phone Manager Controls
    124
6 Administrator

125
- 6. Administrator
  126
- Logging in
  127
- Controlling Supervisor Accounts
  129
- Amending Supervisor Views
  132
- Copying a Supervisor Account
  135
- System Settings
  136
- Diagnostics
  139
7 Call Scenarios

141
- 7. Call Scenarios
  142
- Queue Calls
  143
  - Queue Call Answered by 1St Agent
    143
  - Queue Call Answered by 2Nd Agent
    144
  - Queue Call Which Is Lost
    145
  - Queue Call Picked up by Another Agent 1
    146
  - Queue Call Pickup by Non Agent
    147
  - Queue Call Timed out to Voicemail
    148
- Transferring Calls
  149
- Overflow Calls
  167
  - Unanswered Call Overflows and Is Answered
    169
  - Overflowed and Answered by 1St Agent
    171
  - Overflowed and Answered by 2Nd Agent
    172
  - Overflowed and Lost
    173
  - Overflow and Timed out to Voicemail
    174
  - Overflowed Call Picked up
    175
- Non-Queue Calls (Direct Calls)
  176
- Voicemail
  180
  - Queue Call Timed out to Voicemail
    180
  - Overflow and Timed out to Voicemail
    182
- Other Call Features
  183
  - Announcements
    183
  - Bridged Appearances
    183
  - Busy on Held
    183
  - Call Pickup
    183
  - Call Coverage
    184
  - Do Not Disturb
    184
  - Follow Me
    185
  - Forwarding Calls
    185
  - Holding Calls
    185
  - Internal Twinning
    186
  - Line Appearance Buttons
    186
  - Mobile Twinning
    186
  - Parking Calls
    186
  - Wrap up
    186
8 Miscellaneous

187
- Multiple Roles
  188
- Configuration Changes
  188
- Troubleshooting
  189
9 Glossary

191
- Administrator
  192
- After Call Work (ACW) [Agent State]
  192
- Agent
  192
- Agent State (Queue) [Statistic]
  192
- Agent State (Queue) Time [Statistic]
  192
- Agent State (System) [Statistic]
  193
- Agent State (System) Time [Statistic]
  193
- Agents ACW [Statistic]
  193
- Agents Available [Statistic]
  193
- Agents Busy [Queue State]
  193
- Agents Call Share [Statistic]
  193
- Agents Logged on [Statistic]
  193
- Agents Present [Statistic]
  193
- Agents Ringing [Statistic]
  193
- Answered Calls [Statistic]
  194
- Answered External Non-Queue [Statistic]
  194
- Answered Internal Non-Queue [Statistic]
  194
- Answered Internal Queue [Statistic]
  194
- Announcements
  194
- Available [Agent State]
  194
- Average Answer % [Statistic]
  194
- Average Answer Time [Statistic]
  194
- Average Wait Time [Statistic]
  195
- Busy [State]
  195
- Busy Alt-Queue [Agent State]
  195
- Busy Not Available [Agent State]
  195
- Busy Not Available [Statistic]
  195
- Busy Non-Queue [Agent State]
  195
- Busy Wrap up
  195
- Call Pickup
  195
- Call Waiting [Statistic]
  196
- CCC
  196
- Cli
  196
- Connected
  196
- Collective Group
  196
- Current Wait Time [Statistic]
  196
- Direct Call
  196
- Enquiry Call
  196
- Grade of Service [Statistic]
  197
- Holding [Agent State]
  197
- Hot Desking
  197
- In Service [Queue State]
  197
- Internal Made [Statistic]
  197
- Last Agent
  197
- Licenses
  197
- Logged in
  198
- Logged out [Agent State]
  198
- Longest Waiting Group
  198
- Longest Wait Time [Statistic]
  198
- Lost
  198
- Lost Calls [Statistic]
  198
- Membership
  198
- Maintainer
  198
- New Messages [Statistic]
  199
- Night Service [Queue State]
  199
- No Agents [Queue State]
  199
- No Answer
  199
- No Answer [Statistic]
  199
- No Answer Time
  199
- Non-Queue Call
  200
- Off Hook
  200
- Out of Service [Queue State]
  200
- Outbound Calls External [Statistic]
  200
- Overflowed
  200
- Overflowed Answered [Statistic]
  200
- Overflowed Calls [Statistic]
  201
- Overflowed Calls Waiting [Statistic]
  201
- Overflowed Lost [Statistic]
  201
- Present [Agent State]
  201
- Programmable Button
  201
- Queue
  201
- Queue Call
  202
- Issue 1K (22 May
  202
- Queue State [Statistic]
  202
- Queue State Time [Statistic]
  202
- Queuing
  202
- Reason Codes
  202
- Reference
  202
- Ring Mode
  202
- Ringing [Agent State]
  203
- Ringing Alt-Queue [Agent State]
  203
- Ringing Non-Queue [Agent State]
  203
- Rotary Group
  203
- Routed to Other [Statistic]
  203
- Routed to Voicemail [Statistic]
  203
- Short Code
  203
- Sequential Group
  203
- Small Community Network (SCN)
  204
- Statistics
  204
- Supervised Transfer
  204
- Supervisor
  204
- System Status Application
  204
- Transferred [Statistic]
  204
- Unsupervised Transfer
  204
- View
  205
- Weighted Average
  205
- Wrap up
  205
- Index
  207

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