6.

23 Grade of Service
This statistic is available for the system and queues.
It shows the number of queue calls answered within the defined answer threshold as a percentage of all queue calls
presented.
It excludes calls where the caller disconnects before the statistic's Lost Calls Threshold setting, measured from when
the call was presented to the queue.
It includes calls that become lost calls.
It does not include calls that were routed elsewhere (Routed to Other) or to voicemail (Routed to Voicemail).

Call types Queue Direct Call Internal Calls External Calls Overflowed
Calls from/to

Queue Optional Optional /

Agent /

Example
A supervisor has specified that calls should be answered within 30 seconds. 20 calls into a queue were answered within
the target time, 4 calls were answered after 30 seconds and 1 call was lost. The calculation would be 20 /25 = 0.8. The
Grade of Service therefore is 80%.

Statistic Settings
All supervisors can customize the settings of each statistic column included in a view. The changes are applied to the
existing data since the last view statistics reset 111 . Click the statistic name at the top of the column and select Settings.
Customize the statistics settings as required and then click Update.

Scope
Supervisors can select which types of calls are included in the calculation of this statistic. By default external calls
are included.

Include Internal Calls: Select to include internal calls in the statistic.

Include External Calls: Select to include external calls in the statistic.

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 210 , Average Answer % 229 and Grade of Service
238 statistics in the same monitor or wallboard view.

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 Statistics: Grade of Service
Lost Calls Threshold: Default = 1 second, Range = 1 to 600 seconds.
Lost calls are calls where the caller disconnects before the call is answered. This threshold sets the minimum time
in seconds for a call to be available to be answered before it will be counted as lost. Lost calls are not included in
the calculation of this statistic. Note that this setting is shared between the Agent Productivity 210 and Grade of
Service 238 statistics in the same monitor or wallboard view.

Alarms
Use these controls to select whether a warning or an alarm is given for the statistic. You can also set the threshold
levels below which the warning or alarm is given.

When enabled, the background color of the cells is used to indicate their current alarm state.
Enabled / Cleared Warning Alarm Acknowledged
(Green) (Orange) (Red) (Blue)
Alarms and warning are updated approximately every 8 seconds. An alarm when it occurs, overrides a
warning.

The alarms or warning is automatically cleared when the cell value goes back past the threshold level.

Agents and supervisors can acknowledge alarms and warnings in their views by clicking on the colored
cell. This only affects their view. Acknowledging an alarm also removes it from the alarm list.

Within views, the alarm and warning settings are applied to all cells in the statistic column. When applied
to an agent statistic, the same setting is applied to the whole column, even when you change which
queue's agents are being viewed.

Note that when enabling or disabling alarms and warnings, the new settings are effective at the next
change in the value of the relevant cells.

Warning Threshold
Select to enable a warning threshold and to set that threshold. The warning threshold must be higher than the
alarm threshold.

Alarm Threshold
Select to enable an alarm threshold and to set that threshold. The alarm threshold must be lower that the
warning threshold.

Transferred Call and Performance Statistics

For performance statistics, Average Answer Time, Average Answer % and Grade of Service, transferred calls are
treated as follows:

For supervised transfers, the duration of the enquiry call is treated as the ringing time of the transferred call. Note
also that the ring time of the enquiry call is included a separate answered call value.

For unsupervised transfers, the transferred call is treated the same as a call targeted directly to the queue or
agent.

Using IP Office Customer Call Reporter Page 239

IP Office 9.0.3 15-601130 Issue 09f (07 October 2015)
Comments on this document? infodev@avaya.com