CCR 1.0 User Guide Page 52
15-601130 Issue 1k (22 May 2009)IP Office
3.12 Answered Calls
· This statistic is available for queues and agents.
· It shows the number of queue calls that answered by the agents in the queue or the agent being reported on.
· It does not include direct calls answered by agents.
· It does not include queue calls answered by methods such as call pickup.
· For an agent it includes queue calls and queue calls that overflowed to the agent's queue.
· For the queue it does not include calls that overflowed from the queue. Nor does in include calls that overflowed to the
queue.
· It does not include calls that go to voicemail.
Statistic Settings
All supervisors can customize the settings of each statistic column included in a view. The changes are applied to the
existing data since the last view statistics reset . Click on the statistic name at the top of the column and select
Settings. Customize the statistics settings as required and then click Update.
· Scope
Supervisors can select which type of calls are included in the calculation of this statistic. By default both internal
and external calls are included.
· Include Internal Calls: Select to include internal calls in the statistic.
· Include External Calls: Select to include external calls in the statistic.
· Alarms
These controls allow you to select whether a warning and or an alarm is given for the statistic and to set the
threshold levels beyond which those events occur.
· When enabled, the background color of the cells is used to indicate their current alarm state.
· Alarms and warning are updated approximately every 8 seconds.
· Alarms and warnings are automatically cleared when the cell value returns to the threshold level.
· Agents and supervisors can acknowledge alarms and warnings in their views by clicking on the colored
cell. This only affects their view. Acknowledging an alarm also removes it from the alarm list.
· The alarm and warning settings are applied to all cells in the statistic column. When applied to an agent
statistic, the same setting is are applied to the whole column, even when you change which queue's
agents are being viewed.
· Note that when enabling or disabling alarms and warnings, the new settings only get used at the next
change in the value of the relevant cells.
· Warning Threshold
Select to enable a warning threshold and to set that threshold.
· Alarm Threshold
Select to enable an alarm threshold and to set that threshold using the slider control or by entering the
number directly.
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