CCR 1.0 User Guide Page 87
15-601130 Issue 1k (22 May 2009)IP Office
Statistics: Statistic Summary
· This statistic is only available for queues.
· It is the number of queue calls answered within the defined answer threshold as a percentage of all queue calls
presented.
· It excludes calls where the caller disconnects before the statistic's Lost Calls Threshold setting, measure from when
the call was presented to the queue.
· 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.
· It includes calls that become lost calls.
· It does not include calls that were routed elsewhere (Routed to Other) or to voicemail (Routed to Voicemail).
· This statistic is only available for agents.
· It shows the number of internal calls made by an agent. Only internal calls that are answered are included.
· This statistic is only available for queues.
· Waiting time of the longest waiting call.
· 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 number of queue calls where the caller disconnected before they could be answered by the agents in the
queue or the agent being reported on.
· Queue calls that are lost are reported as lost against both the queue and against the last agent to which the call was
presented.
· For a queue it does not include calls that overflowed from the queue, those are reported using Overflowed Lost .
· For an agent it includes queue calls that overflowed to the agent's queue. It does not include non-queue calls lost.
· It does not include calls that go to voicemail.
· Note that for a queue, the number of lost calls can be higher than the total of lost calls for agent in the queue as calls
can be lost before being presented to any agent.
· This statistic is only available for queues.
· It shows the current number of unread messages in the mailbox of the selected queue.
· This is not an IP Office Customer Call Reporter statistic that can be reset, it is a value reported by the voicemail server
providing the mailbox.
Outbound Calls (External)
· This statistic is only available for agents.
· It shows the number of outbound external calls made by the agent.
· If the outgoing call attempts to seize an external trunk but is unsuccessful, for example getting busy tone, it is still
included.
· This statistic is only available for queues.
· It shows the number of queue calls answered after overflowing to another queue.
· 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 applies even if the overflowed call is answered by an agent in the queue from which it overflowed.
· It does not include queue calls answered by methods such as call pickup (use Routed to Other ).
· An overflowed call is any call originally targeted at the queue that then overflows using the queue's overflow settings.
The overflowing calls are then presented to members of other queues.
· IP Office Customer Call Reporter only supports overflow using other IP Office Customer Call Reporter queues as the
overflow destinations.
· It does not include calls that go to voicemail.
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