Avaya IP Office 8.1 - Page 404

Product Description
IP Office 8.1
© 2012 AVAYA All rights reserved.
Page 404
Issue 26.k.- (16 August 2012)
Alarms
The Customer Call Reporter provides different levels of alarms for the supervisor and agent to properly manage
their call center activity. As parameters move from a normal to alarm state, the color of the field within the
realtime view will change depending upon the level of alarm; white for normal, yellow for caution, red for
alarm, and blue for alarm acknowledged. The following statistics can have alarms set against them within the IP
Office Customer Call Reporter:
Statistic Full Name
Available for ...
Warning/
Alarm Type
System
Queue
Agent
Total
Agent Productivity
>1-99%
Agent State (Queue)
Agent State (Queue) Time
>1-999
Agent State (System)
Agent State (System) Time
Agents ACW
>1-150
Agents Available
<1-150
Agents Call Share
Agents Logged On
<1-150
Agents Present
Agents Ringing
Answered Calls
>1-999
Answered External (Non-Queue)
>1-999
Answered Internal (Non-Queue)
>1-999
Answered Internal (Queue)
>1-999
Average Answer %
<1-100%
Average Answer Time
>1-600
Average Wait Time
>1-600
Busy Not Available
>1-150
Calls Waiting
>1-999
Current Wait Time
>1-600
Grade of Service
<1-100%
Internal Made
>1-999
Longest Wait Time
>1-600
Lost Calls
>1-999
New Messages
>1-999
No Answer
>1-999
Outbound Calls (External)
>1-999
Overflowed Answered
>1- 999
Overflowed Calls
>1-999
Overflowed Calls Waiting
>1-999
Overflowed Lost
>1-999
Presented Calls
>1-999
Queue State
Queue State Time
>1-600
[2]
Routed to Other
>1-999
Routed to Voicemail
>1-999
Talk Average
>1-600
Talk Inbound
Talk Inbound Average
Talk Internal
Talk Outbound
Talk Outbound Average
>1-600
Talk Total
Transferred
>1-999