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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)

dash

tick

dash

dash

None

dash

dash

Agent State (Queue) Time

dash

tick

dash

dash

>1-999 [2]

dash

dash

Agent State (System)

dash

tick

dash

dash

None

dash

dash

Agent State (System) Time

dash

tick

dash

dash

None

dash

dash

Agents ACW

tick

dash

dash

dash

>1-150

dash

dash

Agents Available

tick

dash

dash

dash

<1-150

dash

dash

Agents Call Share

dash

tick

dash

dash

None

dash

tick

Agents Logged On

tick

dash

dash

dash

<1-150

dash

dash

Agents Present

tick

dash

dash

dash

None

dash

dash

Agents Ringing

tick

dash

tick

tick

None

dash

cross

Answered Calls

tick

tick

tick

tick

>1-999

cross

cross / tick [3]

Answered External (Non-Queue)

dash

tick

tick

dash

>1-999

dash

dash

Answered Internal (Non-Queue)

dash

tick

dash

tick

>1-999

dash

dash

Answered Internal (Queue)

tick

tick

dash

tick

>1-999

cross

cross

Average Answer %

tick

tick

tick

tick

<1-100%

tick

cross

Average Answer Time

tick

tick

tick

tick

>1-600

tick

cross

Average Wait Time

tick

dash

tick

tick

>1-600

tick

cross

Busy Not Available

tick

dash

dash

dash

>1-150

dash

dash

Calls Waiting

tick

dash

tick

tick

>1-999

cross

tick

Current Wait Time

tick

dash

tick

tick

>1-600

tick

tick

Grade of Service

tick

dash

tick

tick

<1-100%

tick

cross

Internal Made

dash

tick

dash

tick

>1-999

dash

dash

Longest Wait Time

tick

dash

tick

tick

>1-600

tick

cross

Lost Calls

tick

tick

tick

tick

>1-999

cross

cross / tick [3]

New Messages

tick

dash

dash

dash

>1-999

dash

dash

No Answer

tick

tick

tick

tick

>1-999

cross

cross / tick [3]

Outbound Calls (External)

dash

tick

tick

dash

>1-999

dash

dash

Overflowed Answered

tick

dash

tick

tick

>1- 999

tick

cross

Overflowed Calls

tick

dash

tick

tick

>1-999

tick

cross

Overflowed Calls Waiting

tick

dash

tick

tick

>1-999

tick

cross

Overflowed Lost

tick

dash

tick

tick

>1-999

tick

cross

Queue State

tick

dash

dash

dash

None

dash

dash

Queue State Time

tick

dash

dash

dash

>1-600 [2]

dash

dash

Routed to Other

tick

tick

tick

tick

>1-999

tick

cross

Routed to Voicemail

tick

tick

tick

tick

>1-999

tick

cross

Transferred

tick

tick

tick

tick

>1-999

tick

cross

© 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