Avaya IP Office - Statistic Summary

CCR 1.0 User Guide Page 85
15-601130 Issue 1k (22 May 2009)IP Office
Statistics: Transferred
3.38 Statistic Summary
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.
Agent State (Queue) Time
· This statistic is only available for agents.
· It shows how long the agent has been in their current state for the selected queue.
· The agent's current state can be shown by the related statistic Agent State (Queue) .
Agent State (System)
· This statistic is only available for agents.
· It shows the agent activity across all queues to which the agent belongs, ie. the whole system.
· The related statistic Agent State (System) Time can be used to show how long each agent has been in their
current state.
Agent State (System) Time
· This statistic is only available for agents.
· It shows how long the agent has been in their current system state.
· The agent's current state can be shown by the related statistic Agent State (System) .
Agents ACW
· This statistic is only available for queues.
· Its shows the number of agents in the queue who are currently in the After Call Work (ACW) state.
· For users who previously used CCC, the ACW state is similar to Busy Wrap Up.
Agents Available
· This statistic is only available for queues.
· It shows the number of agents in the queue who are currently available to answer calls.
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.
Agents Logged On
· This statistic is only available for queues.
· It shows the number of agents who are members of the queue who are currently logged in.
· When logged in an agent can also be in other states.
Agents Present
· This statistic is only available for queues.
· It shows the number of agents who are logged in but whose membership of the queue is currently disabled.
Agents Ringing
· This statistic is only available for queues.
· It shows the number of agents with queue calls ringing but not yet answered.
· It does not include calls overflowed from the queue or calls that overflowed to the queue.
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.
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