Avaya IP Office - Agent State (System) [Statistic]; Agent State (System) Time [Statistic]; Agents ACW [Statistic]; Agents Available [Statistic]

CCR 1.0 User Guide Page 193
15-601130 Issue 1k (22 May 2009)IP Office
Glossary: Agent State (System) [Statistic]
9.6 Agent State (System) [Statistic]
Agent State (System)
· This statistic is only available for agents.
· It shows the agent activity across all queues to which the agent belongs, ie. the whole system.
· The related statistic Agent State (System) Time can be used to show how long each agent has been in their
current state.
9.7 Agent State (System) Time [Statistic]
Agent State (System) Time
· This statistic is only available for agents.
· It shows how long the agent has been in their current system state.
· The agent's current state can be shown by the related statistic Agent State (System) .
9.8 Agents ACW [Statistic]
Agents ACW
· This statistic is only available for queues.
· Its shows the number of agents in the queue who are currently in the After Call Work (ACW) state.
· For users who previously used CCC, the ACW state is similar to Busy Wrap Up.
9.9 Agents Available [Statistic]
Agents Available
· This statistic is only available for queues.
· It shows the number of agents in the queue who are currently available to answer calls.
9.10 Agents Busy [Queue State]
All Agents Busy
This queue state is reported for a queue when all the logged in agents are in a busy state.
This queue state is reported by the Queue State statistic. The time the queue has been in a particular state is
reported by the Queue State Time statistic.
9.11 Agents Call Share [Statistic]
Agents Call Share
· This statistic is only available for agents.
· It shows the percentage of queue calls answered by the agent out of all queue calls answered by the agents in the
queue.
· Calls overflowing to the queue are included.
9.12 Agents Logged On [Statistic]
Agents Logged On
· This statistic is only available for queues.
· It shows the number of agents who are members of the queue who are currently logged in.
· When logged in an agent can also be in other states.
9.13 Agents Present [Statistic]
Agents Present
· This statistic is only available for queues.
· It shows the number of agents who are logged in but whose membership of the queue is currently disabled.
9.14 Agents Ringing [Statistic]
Agents Ringing
· This statistic is only available for queues.
· It shows the number of agents with queue calls ringing but not yet answered.
· It does not include calls overflowed from the queue or calls that overflowed to the queue.
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