Specifications

Product Description
IP Office Release 7.0
© 2011 AVAYA All rights reserved.
Page 347
Issue 22.a.- (21 March 2011)
Alarms
The Customer Call Reporter provides different levels of alarms for the supervisor and agent to properly manage
their call center activity. As parameters move from a normal to alarm state, the color of the field within the
realtime view will change depending upon the level of alarm; white for normal, yellow for caution, red for
alarm, and blue for alarm acknowledged. The following statistics can have alarms set against them within the IP
Office Customer Call Reporter:
Statistic Full Name
Available for
Warning/
Alarm Type
Queue
Agent
Agent State (Queue) Time
>1-999
Agents ACW
>1-150
Agents Available
<1-150
Agents Logged On
<1-150
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 Time
>1-600
Routed to Other
>1-999
Routed to Voicemail
>1-999
Transferred
>1-999
Agent View
In Customer Call Reporter, the Agent view is part of the agent reporting license, every licensed agent will be
able to run their own view. An Agent is able to login via a thin client web browser session and associate with a
Supervisor. The Agent view also displays any alarms that have been set by the Supervisor.
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.