Avaya IP Office - Agents Call Share

CCR 1.0 User Guide Page 48
15-601130 Issue 1k (22 May 2009)IP Office
3.8 Agents Call Share
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.
Call types
Queue
Calls
Direct
Calls
Internal Calls
External Calls
Overflowed
from/to
Queue
/
Agent
/
Example
There are 4 agents in a Sales group. Together they answer 200 calls. The number of calls answered by each agent can be
shown as a percentage of the total calls answered.
· Agent 1 answers 62 calls = Call Share 31%.
· Agent 2 answers 56 calls = Call Share 28%.
· Agent 3 answers 58 calls = Call Share 29%.
· Agent 4 answers 24 calls = Call Share 12%.
Settings
This statistic has no customizable settings.
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