Avaya IP Office - Agent Summary Report

CCR 1.0 User Guide Page 101
15-601130 Issue 1k (22 May 2009)IP Office
Reports: Standard Report Templates
4.6.1 Agent Summary Report
This report type details the call activity for agents in a queue or for specific agents.
· Target options: Queue, View or Agent.
Used to select which agent or set of agents are being reported.
· Group by: Queue (Fixed)
The following information is shown for each target. The actual time and the percentage of the report period are shown.
· Hunt Group Enabled Time
For the queue being reported, the total time the agent was logged in and had their membership of the queue
being reported enabled.
· Busy Not Available Time
The total time that the agent was in the Busy Not Available state.
· ACW Time
The total time that the agent was in the after call work state.
· Hold Time
The total time that the agent had calls on hold or parked.
· Off Hook Time
The total time the agent's extension was off hook but not connected to a trunk. It includes picking up handset,
dialling and ring time. For an external trunk it is the time until the trunk is seized.
· The other columns relate to time either ringing or connected to calls. The column used will depend on the call type
as follows:
Call Type
Incoming
Outgoing
Internal
External
Internal
External
Direct Call
Ringing
Non-Queue Time
Non-Queue Time
Talk Internal Time
Talk Outbound Time
Connected
Non-Queue Time
Non-Queue Time
Talk Internal Time
Talk Outbound Time
Queue Call
Ringing
Ringing Time
Ringing Time
–
–
Connected
Talk Inbound Time
Talk Inbound Time
–
–
This report is grouped by queue and for each queue a summary totaling each of the values is provided. An additional
summary totaling the whole report is included at the end of the report.
195
192
200