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