Avaya 38HBK00001SCM manual Trunk Statistics for, INDeX Report Manager

INDeX Telephone System Requirements

Trunk Statistics for:

Calls waiting and Lost are calculated by totalling the statistics for the members of the trunk group.

PCA and GOS are calculated for each trunk group after totaling answered calls (plus lost for GOS) for the members of the trunk group.

LWait (Lost) and LWait (Ans) reflect the longest wait of all those logged against any member of the trunk group.

INDeX Report Manager

The INDeX CCM has two concepts for historic reporting that cater for different views a supervisor may require of their contact centre. One type of report referred to as ‘Target’ reports, provides analysis based on where the call was presented and relates closely to the manner in which the INDeX call routing has been configured. The second type of report, referred to as ‘collective’ reports, is based on arbitrary sets of agents and need not necessarily correspond to the manner in which switch call routing is programmed.

INDeX CCM Reporting characteristics associated with INDeX Voice Manager

The following conditions apply to the initial answer/ lost segment of calls which were first presented to the Voice Manager (VM) (e.g. Voice Mail front ended systems):

1.Trunk/DDI – Call remains unanswered until answered by non-Voice Manager device or if terminated within 3rd party Voice Mail, or encountered an "Answered" flag in INDeX Voice Manager.

2.3rd Party Voice Mail – Answered if Voice Mail connects, lost by Voice Mail if caller hangs up before Voice Mail can answer.

3.INDeX Voice Manager – Calls will only be registered as answered when the INDeX Voice Manager has successfully processed the call (passed an "Answered" flag in Call Flow)

Note

A call, which is first connected to INDeX Voice Manager but not deemed answered by VM, will be considered lost, but not refused if terminated during first connection to IVM.

4.Agent/Agent Group – Designation of answered and lost calls is directly dependent upon clause 1.

5.If a call was lost whilst being transferred by Voice Manager, the lost call statistics will be designated to the transfer target. Calls lost whilst alerting or connected to Voice Manager will be deemed lost by the Voice Manager device or group.

6.A call successfully transferred by Voice Manager will be treated as a new incoming call by trunks, DDI and Agents, but transferred by Voice Manager devices.

INDeX Contact Centre Modules	Page 92
Installation & Maintenance	38HBK00001SCM - Issue 11 (05/01)