Avaya IP Office - Agent Status and Performance

CCR 1.0 User Guide Page 39
15-601130 Issue 1k (22 May 2009)IP Office
Statistics: Available Statistics
3.2 Agent State (Queue)
Agent State (Queue)
· This statistic is only available for agents.
· It shows the current state of each agent in the selected queue.
· The related statistic Agent State (Queue) Time can be used to show how long each agent has been in their current
state.
· Possible agent states include:
State
Meaning
State
Meaning
Available
Logged in but not on a call.
Logged Out
The agent has logged out.
Ringing
Alerting with a queue call.
Busy
On a call presented to the queue.
Ring Alt-Queue
Alerting with a call for another
queue of which they are a member
or that has overflowed.
Busy Alt-Queue
On a call from another queue of which
they are a member or that has
overflowed.
Ring Non-Queue
Alerting with a non-queue call.
Busy Non-Queue
On a direct call or a picked up call.
Present
Logged in but not enabled for this
queue.
ACW
In the After Call Work state.
Holding
With a call on hold.
Busy NA
In Busy Not Available state.
Additional Information
Statistic can include additional information, indicated by a red corner icon. Place your cursor over the icon to display
the addition information. This type of information is updated approximately every 5 seconds.
Information
Shown for:
Number
Displayed for ringing, busy and hold states.
Internal or External
Inbound or Outbound
Busy NA Reason
Displayed for the Busy NA state. The individual reasons are configured by the IP Office
phone system maintainer. A reason is selected by the agent when going they go into
Busy NA state.
Settings
This statistic has no customizable settings.
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