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Statistic Definitions and Calculations

The following table lists the statistics in Ivanti Voice and the objects to which each statistic applies.

Click the statistic name link to see details of the statistic definition and a description of the calculation Ivanti Voice uses to determine the statistic value.

Calculations use the concept of monitored period to refer to the time span from which Ivanti Voice collects data to calculate a statistic. For example, if the monitored period of time for the Number of calls statistic is from midnight to 10:00 PM, Ivanti Voice only displays the number of calls within that twenty-two hour period. In addition, calculations often refer to agent, call, and interaction states. Refer to States for details.

Ivanti Voice regularly stores the values of several of these statistics in the Ivanti Voice database to generate reports for the Historical Reports Interface. Refer to Ivanti Voice Database Details for information about the Ivanti Voice database, including the columns and tables that store these values.

Statistic

Agent

Agent Groups

Contact Center

Services

Average After-Call Work Time

X

X

X

na

Average Busy Time

X

X

X

X

Average Call Abandon Time

na

na

X

X

Average Call Duration

na

na

X

na

Average Handling Time

X

X

X

na

Average Held Time

X

X

na

na

Average Outbound Handling Time

X

X

X

X

Average Outbound Time

X

X

X

X

Average Outbound Wrap-up Time

X

X

X

X

Average Time in IVR

na

na

X

X

Average Time in Queue

na

na

X

X

Average Time on Agent

X

X

X

na

Calls Diverted

na

na

X

X

Calls Queued

na

na

X

X

Current Idle Time

X

 

 

 

Current Logon Time

X

na

na

na

Diverted Calls Failed

na

na

X

X

Idle State Count

X

 

 

 

Idle Time

X

 

 

 

Maximum Call Duration

na

na

X

na

Maximum Time in IVR

na

na

X

X

Maximum Time in Queue

na

na

X

X

Maximum Time on Agent

X

X

X

na

Minimum Call Duration

na

na

X

na

Minimum Time in IVR

na

na

X

X

Minimum Time in Queue

na

na

X

X

Minimum Time on Agent

X

X

X

na

Number of Accepted Transfers

X

X

X

X

Number of Agents in Busy State

na

na

X

na

Number of Agents in Not Ready State

na

na

X

na

Number of Agents in Ready State

na

na

X

na

Number of Agents in Wrap Up State

na

na

X

na

Number of Answered Returned Interactions

X

X

X

X

Number of Busy Lines

na

na

X

na

Number of Calls Abandoned

na

na

X

X

Number of Calls Answered

X

X

X

X

Number of Calls in Queue

na

na

X

X

Number of Calls on Hold

na

na

X

X

Number of Calls Received

na

na

X

X

Number of Calls Short Abandoned

na

na

X

X

Number of Disconnected in IVR Interactions

na

na

X

X

Number of Inbound Lines

na

na

X

na

Number of Logged-in Agents

na

na

X

na

Number of Originated Transfers

X

X

X

X

Number of Rejected Transfers

X

X

X

X

Number of Returned Interactions

X

X

X

X

Outbound Calls Made

X

X

X

X

Outbound Handling Time

X

X

X

X

Outbound Wrap-up Time

X

X

X

X

Percent Calls Abandoned

na

na

X

X

Percent Calls Answered

na

na

X

X

Percent Calls Short Abandoned

na

na

X

X

Queued Calls Diverted

na

na

X

X

Relative Agent Load

X

na

na

na

Relative Group Load

na

X

na

na

Service Factor

na

na

X

X

Total After-Call Work Time

X

X

X

na

Total Busy Time

X

X

X

na

Total Handling Time

X

X

X

na

Total Held Time

X

X

na

na

Total Logon Time

X

X

X

na

Total Not Ready Time

X

X

X

na

Total Outbound Time

X

X

X

X

Total Ready Time

X

X

X

na

Total Time in Queue

na

na

X

X

Total Working Time

X

X

X

na


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