Avaya S8700 Maintenance Manual page 472

Maintenance Commands
Field Descriptions
Date
SPLIT
CALLS WAIT
OLDEST CALL
AVG ANSW SPEED
AVAIL AGENT
# ABAND
AVG ABAND TIME
# ACD
AVG TALK
AVG AFTER CALL
7-216 Issue 1 May 2002
The current date and time which is updated every 30 seconds or when the
UPDATE key is pressed.
The name of the split being reported, if no name is administered then the
split extension is displayed in the form "EXTxxxxx". Splits are displayed in
split number order. This field is translation data.
The number of calls currently waiting in this split's queue. If any of these
calls are Direct Agent Calls, the field will be preceded by an asterisk. This
field is real-time status data.
The amount of time that the oldest call has waited in queue. This field is
real-time status data.
The average time required for an answer in this split during the current
period, including time in queue and time ringing at the agent's voice
terminal. Intraflow calls (those that overflow from one ACD split to another
split) will not have queue time from previous splits included in the average.
The calculation is Total Answer Time/Total Automatic Call Distribution
(ACD) Calls. This is measurement data and includes only those calls that
have completed.
The number of agents in this split currently available to receive an
Automatic Call Distribution (ACD) call from this split. This field is real-time
status data.
The number of calls that have abandoned during the current period. This
field is measurement data.
The average time abandoned calls waited in queue before abandoning
during the current period. The calculation is Total Abandon Time/Total
Calls Abandoned. This field is measurement data and includes only those
calls that have completed (terminated).
The number of Automatic Call Distribution (ACD) calls handled by this split
during the current period. This includes calls that intraflow into the split.
This field is measurement data.
The average talk time for Automatic Call Distribution (ACD) calls handled
by this split during the current period. This does not include ring time at the
agents' voice terminal. The calculation is Total ACD Talk Time/Number of
ACD Calls. This field is measurement data and includes only those calls
that have completed (terminated).
The average After Call Work (ACW) time for Automatic Call Distribution
(ACD) calls handled by this split during the current period. ACD calls with
no ACW time are included in the average. Time spent on direct incoming
or outgoing calls while in ACW will not be included in the average. The
calculation is (Total ACW Time - Total ACW Incoming Time - Total ACW
Outgoing Time)/Total ACD Calls.
This field is measurement data and includes only those calls that have
completed (terminated).
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