IP Office: How to setup Real Time Monitor and reports in CCR to show percentage of calls being answered in 300 seconds.

Doc ID    SOLN208189
Version:    1.0
Status:    Published
Published date:    17 Sep 2012
Author:   
Michael Warford
 

Details

IP Office Customer Call Reporter wants to know to to user Customer Call Reporter (CCR) to see Grade of service on the real time screens.

1. The CCR supervisor logs into the CCR web site.

2. The CCR Supervisor click on the real time screen

3. The Grade of Service is shown

Problem Clarification

Customer request information on how to setup the Real Time Monitor and CCR reports to show the Grade of Service.

Cause

To set the Real Time values to show Grade of Service:

1. Log into the CCR as a CCR supervisor.

2. CLick on the real time screen tab.

3. Click on the small setup arrow.

4. When the configuration screen appears, click on "Grade of Service" box in the values section and drag in to the real time configuration screen.

5. release the Grade of Service box.

6. Set the threshold (300) sec by right clicking on Grade of Service or Average answer

7. Set the threshold time to 300 sec.

8. Set the Answer threshold to "80"

9. This will set the Grade of Service to "80" percent answered in "300": seconds.

Solution

There is two items in the CCR that measure Queues can be measure Multiple Service Levels:


1.  Answer threshold
2. Grade of Service.

Answer Threshold: Default = 600 seconds, Range = 1 to 600 seconds.
Used for statistics calculated as a percentage of calls answered within the set time out of all calls presented. Sets the target time for calls to be answered from when they are first presented to the queue or agent. Note that for agents, calls are only presented for the queue's no answer time before being presented to the next agent. Note that this setting is shared between the Agent Productivity, Average Answer % and Grade of Service statistics in the same monitor or wallboard view.
 


Avaya -- Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy