Ipocc reporting statistics

Hello,

Please who knows how i can get the below reporting statistics on avaya ipocc wallboard as realtime values.

1.Service level : what is the metrics used to calculate the current service level on avaya? Percentage of (total answered/total number of calls) is not adding up
Total number of calls:
2. Total Abandoned Calls : what makes up this?
3. Average call duration: is it possible to know the average call duration for the whole day?
4. Abandoned call rate: can we see this in percentage?

Thanks.