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BCMS Vu Real-Time and Historical Data Items

9-14 Data Items — Historical Reports

Avg Talk

Time

Split/Skill The average amount of time agents talked on ACD calls (split/skill

and direct agent) for this split/skill. The calculation does not

include time that the call was ringing at an agent or time the call

spent on hold. The calculation is:

AVG TALK TIME = Total ACD Talk Time

Total Number of ACD Calls Answered

Calls

Busy/Disc

VDN The total number of calls that were forced busy or forced

disconnect during the current interval

Conn Calls VDN The total number of calls completed during this interval that routed

to a station, attendant, or announcement and were answered there,

or calls that were answered in an unmeasured split/skill

Extn Calls Agent The total number of non-ACD incoming and outgoing calls

completed by this agent during the reporting interval. Only those

non-ACD calls that are originated and/or received while the agent

is logged into at least one split/skill are counted.

Flow In Split/Skill The number of calls that the split/skill received as a coverage point

or that call-forwarded to this split/skill from another internally

measured split/skill during this interval. This also includes calls

answered in this split/skill as the second or third split/skill to which

they queued and calls that were redirected from this split/skill by

redirection on no answer. This item is recorded immediately when

it occurs, not at the end of the call.

Data Item — Historical Reports

Data

Item

Report

Type

Definition

1 2 ... 187 188 189 190 191 192 193 194 195 196 197 ... 267 268

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