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Application Name
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Name of the Unified CCX or Unified IP IVR application.
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Called Number
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For outbound calls that are transferred to a Unified CCX route
point and handled by an application, the telephone number that is dialed by the
caller who initiated the original outbound call.
For
incoming calls that are handled by an application:
- If the call is placed from
a Unified Communications Manager phone, the telephone number that is dialed by
the caller.
- If the call is placed from
outside of VoIP network (for example, from the PSTN of a TDM PBX), the Unified
Communications Manager directory number to which the VoIP gateway routes the
call.
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Calls Presented
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Number of calls that are received by the application including
internal call. This number is equal to the number of calls that are handled by
the application plus the number of calls that are abandoned while in the
application.
Summary info—Sum of
values in this column.
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Flow-In
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Number of calls that are redirected to this application from
another application by a workflow. It does not include calls that come from
another agent or an external system such as a voice messaging system.
Summary info—Sum of
values in this column.
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Flow-Out
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Number of calls that this application sends to another
application or external destination without being handled by an agent.
Summary info—Sum of
values in this column.
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Calls Handled
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Number
of calls that are handled by the application including internal calls.
Summary info—Sum of
values in this column.
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Avg Speed Of Answer
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Average
queue time to answer calls by agents. Calls that did not connect to an agent
are not included in this calculation.
Average queue time = Queue time / Number of calls
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Avg Talk Time
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Average talk time of all the calls that are handled by an agent.
Talk time is the elapsed time between the time that an agent connects to a call
and the time the call is disconnected or transferred, not including hold time.
Average
talk time = Total talk time / Number of calls handled by the agents
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Avg Work Time
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Average time an agent spends in Work state after
disconnecting/transferring calls.
Average
work time = Total work time / Number of calls handled by the agents
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Calls Abandoned
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Number of calls that are abandoned by the application.
Summary info—Sum of
values in this column.
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Avg Abandon Time
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Average duration of calls before they are abandoned.
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