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BCMS Vu

Real-Time and Historical Data Items

9-4 Data Items — Real-Time Reports

ACD Calls VDN Number of ACD calls to this VDN that were answered by

agents in internally measured splits/skills and that

completed during the current interval. The split/skill may

have been reached via the queue-to-main, check backup,

route-to, messaging split, or adjunct routing commands.

Includes Direct Agent calls.

Available

Agents

Split/Skill

Summary

Graph

The number of agents in this split/skill who are currently

available to receive an ACD call directed to this split/skill.

Average

Abandoned

Time

Split/Skill

Summary

Graph

The average time before an ACD call abandons. This does

not include any time spent in another split/skill’s queue

before intraflowing to this split/skill. The calculation is:

AVG ABAND TIME =

Sum of each aband call's time in queue (Total AbanTime)

Total Number of Abandoned Calls

This value does not include time spent listening to a forced

first announcement or calls that abandon before queuing to

the split/skill.

Average

Abandoned

Time

VDN The average time abandoned calls waited before abandoning

during the current period. The calculation is:

AVG ABAND TIME = Total Abandon Time

Total Calls Abandoned

Average

After Call

Split/Skill

Summary

Graph

The average ACW time for call-related ACW time completed

by agents in this split during this time interval. Call-related

ACW is the time that occurs immediately after an ACD call

(that is, when an agent was in Manual mode and an ACD

call ended, or when the agent presses the ACW button

during an ACD call). For G3V4, time that the agents spent on

non-ACD calls in ACW is not included, nor is time in ACW

following a non-ACD Call. Time on non-ACD calls in ACW

is included for the DEFINITY ECS. The calculation for

Average After Call is:

Total Call-Related ACW Time

Number of Call-Related ACW Sessions

The average is for ACW sessions, which may not correspond

to the number of ACD calls either because some ACD calls

did not have ACW time or because the call was recorded in

another interval.

Data Items — Real-Time Reports

Data

Item

Report

Type

Definition

1 2 ... 174 175 176 177 178 179 180 181 182 183 184 ... 259 260

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