Avaya IP Office - Queue Calls; Queue Call Answered by 1 St Agent

CCR 1.0 User Guide Page 143
15-601130 Issue 1k (22 May 2009)IP Office
Call Scenarios:
7.1 Queue Calls
Queue Call
This term is used for calls targeted to a queue, either by the telephone system or by the caller dialing the queue's
extension number. Unless otherwise specifically stated, most statistics shown by IP Office Customer Call Reporter are
only for queue calls. Calls direct to an agent (non-queue calls ) rather than to the queue to which they belong are not
normally included.
7.1.1 Queue Call Answered by 1st Agent
An external call is targeted to a queue. The call is answered by the first available agent.
Events
Queue Q
Agent A
· A call is routed to the queue.
Calls Waiting 1
–
· The call is presented to the first available agent.
Agents Ringing 1
–
· The call is answered.
Answered Calls 1
Answered Calls 1
Historical
Answered Calls 1
Answered Calls 1
Queues
Answered
Calls
No Answer
Lost
Calls
Queue Q
1
0
0
TOTAL
1
0
0
Agents
Answered
Calls
No Answer
Lost
Calls
Agent A
1
0
0
Agent B
0
0
0
Agent C
0
0
0
196