Avaya IP Office 8.1 - Call Statistics

Product Description
IP Office 8.1
© 2012 AVAYA All rights reserved.
Page 410
Issue 26.k.- (16 August 2012)
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
Available for ...
Call Type
[1]
Warning
/Alarm
Type
Include
Overflow
System
Queue
Agent
Total
Ext'
Int'
From
To
Agent Productivity
>1-99%
Agent State (Queue)
Agent State (Queue) Time
>1-999
[2]
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
/
[3]
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
/
[3]
New Messages
>1-999
No Answer
>1-999
/
[3]
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
/
[3]
Queue State
Queue State Time
>1-600
[2]
Routed to Other
>1-999
Routed to Voicemail
>1-999
Talk Average
>1-600
/
[3]
Talk Inbound
/
[3]
Talk Inbound Average
/
[3]
Talk Internal
Talk Outbound
Talk Outbound Average
>1-600
Talk Total
/
[3]
Transferred
>1-999
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.