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IP Office Customer Call Reporter Call Statistics
The Small Business Contact Center 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)
Agent State (System) Time
Agents ACW
>1-150
Agents Available
<1-150
Agents Call Share
Agents Logged On
Agents Present
Agents Ringing
Answered Calls
>1-999
/[3]
Answered External (Non-Queue)
Answered Internal (Non-Queue)
Answered Internal (Queue)
Average Answer %
<1-100%
Average Answer Time
>1-600
Average Wait Time
Busy Not Available
Calls Waiting
Current Wait Time
Grade of Service
Internal Made
Longest Wait Time
Lost Calls
New Messages
No Answer
Outbound Calls (External)
Overflowed Answered
>1- 999
Overflowed Calls
Overflowed Calls Waiting
Overflowed Lost
Queue State
Queue State Time
>1-600[2]
Routed to Other
Routed to Voicemail
Transferred