CCR 1.0 User Guide Page 168
15-601130 Issue 1k (22 May 2009)IP Office
Overflowed Calls and Statistics
For IP Office Customer Call Reporter statistics, calls overflowing from a queue are treated as follows unless specifically
stated as otherwise for a particular statistic:
· Calls that overflow from a queue to another queue are included in the original queue's Overflowed Calls
statistic.
· Queue calls overflowing to a non-queue hunt group are not supported.
· For the queue which queue calls overflowed from:
· The calls are not included in the queue's Calls Waiting , Answered Calls and Lost Calls
statistics. Instead they are included in its Overflowed Calls Waiting , Overflowed Answered and
Overflowed Lost statistics.
· The calls are included in the queue's performance statistics; Average Answer % , Average Answer
Time and Grade of Service .
· If the overflowing call goes to voicemail they are included in the queue's Routed to Voicemail statistic.
· If the overflowing call is routed to somewhere outside the queue and its overflows it is included in the
queue's Routed to Other statistics.
· For the queue which queue calls overflowed to:
· The calls are only included in the queue's Calls Waiting statistic.
· For agents, the calls are included in their Agent Call Share , Answered Calls , No Answer and
Lost Calls .
· Once a call has overflowed it remains an overflowed call. This applies even if it is answered by a member of the
original queue from which it overflowed.
The table below summarizes which statistics include calls overflowing from the queue and calls that overflow to a queue:
· Statistics not included in the table and those marked are not applicable.
Overflowed Calls and Reports
Queue reports based on the Call Summary Report template will report overflowed calls against the queue from which
they overflowed. They will not report the calls against the queue to which they overflow.
Queue reports based on the Call Details Report template will behave the same as reports based on the Call Summary
report above except when grouped by Queue. When grouped by Queue, the report reports overflowed calls against both
the queue from which they overflowed and against the group to which they overflowed.
74
62 52 68
76 73
78
56
58 64
83
203
62
48 52 71
68
48
51
52
55
56
58
62
64
68
73
74
76
78
71
82
83
84
106
103
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