CCR 1.0 User Guide Page 57
15-601130 Issue 1k (22 May 2009)IP Office
Statistics: Average Answer %
· Alarm Threshold
Select to enable an alarm threshold and to set that threshold using the slider control or by entering the
number directly.
Transferred Call and Performance Statistics
For performance statistics, Average Answer Time, Average Answer % and Grade of Service, transferred calls are
treated as follows:
· For supervised transfers, the duration of the enquiry call is treated as the ringing time of the transferred call. Note
also that the ring time of the enquiry call is included a separate answered call value.
· For unsupervised transfers, the transferred call is treated the same as a call targeted directly to the queue or
agent.
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