Specifications

Product Description
IP Office Release 7.0
© 2011 AVAYA All rights reserved.
Page 348
Issue 22.a.- (21 March 2011)
· 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
Statistic
Type
Queue/Agent
Ext'
Int'
From
To
Agent Productivity
/
>1-99%
Performance
Agent State (Queue)
/
State
Agent State (Queue) Time
/
>1-999
[2]
State
Agent State (System)
/
State
Agent State (System) Time
/
State
Agents ACW
/
>1-150
Current
Agents Available
/
<1-150
Current
Agents Call Share
/
Performance
Agents Logged On
/
<1-150
Current
Agents Present
/
Current
Agents Ringing
/
Current
Answered Calls
/
>1-999
/
[3]
Call Count
Answered External (Non-
Queue)
/
>1-999
Call Count
Answered Internal (Non-
Queue)
/
>1-999
Call Count
Answered Internal (Queue)
/
>1-999
Call Count
Average Answer %
/
<1-100%
Performance
Average Answer Time
/
>1-600
Performance
Average Wait Time
/
>1-600
Performance
Busy Not Available
/
>1-150
Current
Calls Waiting
/
>1-999
Current
Current Wait Time
/
>1-600
Performance
Grade of Service
/
<1-100%
Performance
Internal Made
/
>1-999
Call Count
Longest Wait Time
/
>1-600
Performance
Lost Calls
/
>1-999
/
[3]
Call Count
New Messages
/
>1-999
Call Count
No Answer
/
>1-999
/
[3]
Call Count
Outbound Calls (External)
/
>1-999
Call Count
Overflowed Answered
/
>1- 999
Call Count
Overflowed Calls
/
>1-999
Call Count
Overflowed Calls Waiting
/
>1-999
Call Count
Overflowed Lost
/
>1-999
Call Count
Queue State
/
State
Queue State Time
/
>1-600
[2]
State
Routed to Other
/
>1-999
Call Count
Routed to Voicemail
/
>1-999
Call Count
Talk Average
/
>1-600
Performance
Talk Inbound
/
Performance
Talk Inbound Average
/
Performance
Talk Internal
/
Performance
Talk Outbound
/
Performance
Talk Outbound Average
/
>1-600
Performance
Talk Total
/
Performance
Transferred
/
>1-999
Call Count
Customer Map
The customer map shows the location of callers based on the caller's number. When a caller's location has been
identified , a pin is placed on the map at that location. The color of the pin changes with the volume of calls that
match that same location. When the caller cannot be resolved beyond just a country, a colored button is used
instead of a pin. Hovering your cursor over a pin or button displays details of the location and the number of
callers from that location.
The customer map can use a number of different map backgrounds. These vary by map provider and map type.