IP Office Product Description
IP Office 4.2
© 2008 AVAYA All rights reserved.
Page 250
Issue 18.b.- (08 July 2008)
SBCC 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.
Answered External (Direct)
Answered Internal (Direct)
Answered Internal (queue)
Average Speed of Answer Percentage (ASA%)
Average Speed to Answer Time
Agent State and Time in State (System)
Agent State and Time in State (This Group)
Queue State and Time in State
Num Agents After Call Work
Outbound Calls (External)
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