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BCMS Vu

Real-Time and Historical Data Items

Chapter 9

Data Items — Historical Reports 9-21

Tot al

AUX/Other

Split/Skill The total amount of time that agents spent in the AUX

(auxiliary) work mode or in the Other state in all split/skills.

This value does not include the time agents spent on another

split/skill’s calls or in ACW for another split.

For the ECS, this value includes time spent on non-ACD calls

while in AUX for this split. For G3V4, this value does not

include time spent on non-ACD calls while in AUX.

For example, AUX TIME is accumulated whenever any

agent logs into the split and:

• Receives an EXTN call while in AUX or AVAIL state

• Makes an EXTN call while in AUX or AVAIL state

• Presses his/her AUX button.

The AUX/Othertime measurement is time-interval based,

since it is not directly related to a call. For example, if an

agent is in AUX from 9:55 to 10:05, then five minutes is

recorded in the 9:00 to 10:00 time interval and five minutes is

recorded in the 10:00 to 11:00 time interval.

Total Avail

Time

Agent The sum of the time that the agent was available to receive

ACD calls during the reporting interval. During this time,

the agent:

• Was in Auto-In or Manual-In work mode for at least

one split/skill

• Was not in ACW in any split/skill

• Was not on any call or placing any call (unless MCH is

active)

• Did not have ringing calls.

Total Hold

Time

Agent The total time ACD calls spent on hold at this agent. This

time is the caller’s hold time and is independent of the state

of the agent. TOTAL HOLD TIME does not include the hold

time for non-ACD calls.

Total Time

Staffed

Agent The total time that the agent spent logged into at least one

split/skill during the reporting interval. Staff time is

accumulated for an agent who is in multiple splits/skills as

long as the agent is logged into any split/skill. Concurrent

times for each split/skill are not totaled.

Data Item — Historical Reports

Data

Item

Report

Type

Definition

1 2 ... 191 192 193 194 195 196 197 198 199 200 201 ... 259 260

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