CCR 1.0 User Guide Page 86
15-601130 Issue 1k (22 May 2009)IP Office
Answered External Non-Queue
· This statistic is only available for agents.
· It shows the number of external inbound calls that are targeted directly to an agent and answered by that agent.
· It does not includes queue calls to a queue of which the agent is a member.
Answered Internal Non-Queue
· This statistic is only available for agents.
· It shows the number of internal inbound calls that are targeted directly to an agent and answered by that agent.
· It does not includes queue calls to a queue of which the agent is a member.
Answered Internal (Queue)
· This statistic is available for queues and agents.
· It shows the number of internal calls to the queue that were then answered by the agents in the queue or the agent
being reported on.
· 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.
· This statistic is available for queues and agents.
· It shows the number of queue calls answered by the queue within the specified answer threshold time, divided by
the total number of calls answered.
· It includes calls overflowed from the queue but not calls that overflowed to the queue. It does not include calls that
overflow to a non-IP Office Customer Call Reporter hunt group.
· This statistic is available for queues and agents.
· It shows the sum of answer times divided by the number of queue calls answered by the queue or by the agent being
reported.
· The time is measured from when calls are first presented to the queue or agent.
· This statistic is only available for queues.
· Average waiting time of calls.
· It includes calls overflowed from the queue but not calls that overflowed to the queue. It does not include calls that
overflow to a non-IP Office Customer Call Reporter hunt group.
· This statistic is only available for queues.
· It shows the total number of agents in the queue who have currently indicated they are Busy Not Available .
· Busy Not Available is a state selected by an agent when they need to stop receiving queue calls in order to do some
non-call related activity.
· This statistic is only available for queues.
· It shows the number of calls targeted to the queue that are waiting to be answered by the agents in the queue or the
agent being reported on.
· It includes calls currently ringing at agent phones.
· It includes calls that overflowed to the queue.
· It does not include calls that overflowed from the queue and are still waiting to be answered, those are reported
using Overflowed Calls Waiting .
· This statistic is only available for queues.
· Time of the longest currently waiting call.
· It includes the wait time of calls overflowing from the queue and to the queue.
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