Product Description:
The Contact Center
>
Customer Call Reporter
|
Product Description:
The Contact Center
>
Customer Call Reporter
|
|
IP Office Customer Call Reporter Call Statistics |
The Customer Call Reporter provides detailed statistics to help small businesses understand exactly where a call has been within the business. Statistics are measured against (also refer to the table below):
| • |
Queues
Points in the call center where a queue forms such as hunt groups. |
| • |
Agents
Individuals that are members of queue groups who answer the calls. |
|
Statistic Full Name |
Available for |
Call Type [1] |
Warning/Alarm Type |
Include Overflow |
|||
|
Queue |
Agent |
Ext' |
Int' |
From |
To |
||
|
Agent State (Queue) |
|
|
|
|
None |
|
|
|
Agent State (Queue) Time |
|
|
|
|
>1-999 [2] |
|
|
|
Agent State (System) |
|
|
|
|
None |
|
|
|
Agent State (System) Time |
|
|
|
|
None |
|
|
|
Agents ACW |
|
|
|
|
>1-150 |
|
|
|
Agents Available |
|
|
|
|
<1-150 |
|
|
|
Agents Call Share |
|
|
|
|
None |
|
|
|
Agents Logged On |
|
|
|
|
<1-150 |
|
|
|
Agents Present |
|
|
|
|
None |
|
|
|
Agents Ringing |
|
|
|
|
None |
|
|
|
Answered Calls |
|
|
|
|
>1-999 |
|
|
|
Answered External (Non-Queue) |
|
|
|
|
>1-999 |
|
|
|
Answered Internal (Non-Queue) |
|
|
|
|
>1-999 |
|
|
|
Answered Internal (Queue) |
|
|
|
|
>1-999 |
|
|
|
Average Answer % |
|
|
|
|
<1-100% |
|
|
|
Average Answer Time |
|
|
|
|
>1-600 |
|
|
|
Average Wait Time |
|
|
|
|
>1-600 |
|
|
|
Busy Not Available |
|
|
|
|
>1-150 |
|
|
|
Calls Waiting |
|
|
|
|
>1-999 |
|
|
|
Current Wait Time |
|
|
|
|
>1-600 |
|
|
|
Grade of Service |
|
|
|
|
<1-100% |
|
|
|
Internal Made |
|
|
|
|
>1-999 |
|
|
|
Longest Wait Time |
|
|
|
|
>1-600 |
|
|
|
Lost Calls |
|
|
|
|
>1-999 |
|
|
|
New Messages |
|
|
|
|
>1-999 |
|
|
|
No Answer |
|
|
|
|
>1-999 |
|
|
|
Outbound Calls (External) |
|
|
|
|
>1-999 |
|
|
|
Overflowed Answered |
|
|
|
|
>1- 999 |
|
|
|
Overflowed Calls |
|
|
|
|
>1-999 |
|
|
|
Overflowed Calls Waiting |
|
|
|
|
>1-999 |
|
|
|
Overflowed Lost |
|
|
|
|
>1-999 |
|
|
|
Queue State |
|
|
|
|
None |
|
|
|
Queue State Time |
|
|
|
|
>1-600 [2] |
|
|
|
Routed to Other |
|
|
|
|
>1-999 |
|
|
|
Routed to Voicemail |
|
|
|
|
>1-999 |
|
|
|
Transferred |
|
|
|
|
>1-999 |
|
|
|
© 2010 AVAYA
15-601041 Issue 20.f.- 18:15, 25 February 2010 (sbcc_call_statistics.htm) Performance figures, data and operation quoted in this document are typical and must be specifically confirmed in writing by Avaya before they become applicable to any particular order or contract. The company reserves the right to make alterations or amendments at its own discretion. The publication of information in this document does not imply freedom from patent or any other protective rights of Avaya or others. All trademarks identified by (R) or TM are registered trademarks or trademarks respectively of Avaya Inc. All other trademarks are the property of their respective owners. Last Modified: 25/01/2010 |
