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help with reporting value 'N'

help with reporting value 'N'

(OP)
We are currently using Answer Rate (%) as a stat for a report, but this doesn't count calls that have waited less than 'N' secs.

Question is where do I define N for this report?? The customer just wants a simple calls answered % based on all calls. ie 200 calls in, 180 answered, 20 lost=answer rate 90%.

I have tried changing The various N settings in the system reporting settings as I was advised to do, but this seems to make no difference. And there are multiple values for N.

Can anybody shed any light on this???? PLEASE!!!

Jamie Green

Avaya Registered Specialist Engineer

RE: help with reporting value 'N'

You can try Short abandoned calls within 'Realtime information default values'. This section does impact historical report counters even if it sounds like it doesn't.

RE: help with reporting value 'N'

(OP)
Thank you, but I did try this and made no impact.

The figures are lower than they should be. Surely taking out some of the abandoned call would increase the answer rate not lower it.

I've got one day with 12 calls in, 12 calls answer and an answer rate of 85%. It just makes no sense at all!!

Jamie Green

Avaya Registered Specialist Engineer

RE: help with reporting value 'N'

What is the name of the counter you are using?

"Trying is the first step to failure..." - Homer

RE: help with reporting value 'N'

(OP)
%answerrate

Jamie Green

Avaya Registered Specialist Engineer

RE: help with reporting value 'N'

I can't find a counter called that.

Is that the real name of the counter or have someone renamed it?
Where is this counter located?
I assume this is in historical reporting.

What version of IPOCC are you using?

"Trying is the first step to failure..." - Homer

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