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Avaya IPO R9 IP500 E1 ADD 2CH ADI LIC 275634 Manuel D’Utilisation

Codes de produits
275634
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Product Description
IP Office 9.0
© 2014 AVAYA All rights reserved.
Page 408
Issue 27.02.0 (Monday, January 06, 2014)
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
System
Queue
Agent
Total
Agent Productivity
>1-99%
Agent State (Queue)
 
 
 
 
 
 
Agent State (Queue) Time
 
 
 
 
>1-999
Agent State (System)
 
 
 
 
Agent State (System) Time
 
 
 
 
Agents ACW
>1-150
Agents Available
<1-150
Agents Call Share
Agents Logged On
<1-150
Agents Present
Agents Ringing
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
Presented Calls
>1-999
Queue State
Queue State Time
>1-600
[2]
Routed to Other
>1-999
Routed to Voicemail
>1-999
Talk Average
>1-600
Talk Inbound
Talk Inbound Average
Talk Internal
Talk Outbound
Talk Outbound Average
>1-600
Talk Total
Transferred
>1-999