CCR 1.0 User Guide Page 65
15-601130 Issue 1k (22 May 2009)IP Office
Statistics: Grade of Service
· 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.
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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