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ACD contact center features
Period
VuStats can show statistics that have accumulated for the day, or for an administered
number of intervals. For example, if you administer VuStats to display the number of ACD
calls for the past 4 completed intervals, it displays the number of ACD calls received in the
past 2 hours (1/2-hour intervals) or 4 hours (1-hour intervals) plus those completed during
the current interval. Using historical data can affect processor occupancy, depending upon
the number of active users, their update rates, and the number of historical data types.
With agent or agent-extension object types, shift data is available for the number of ACD
calls answered, the average ACD talk time, and AUX work mode time by Reason Code for
an agent. You can clear shift data at midnight or the next time an agent logs in.
Threshold
Many data types can be administered with a threshold comparator and value. When the
condition defined by the threshold is true, and the data type is shown on the display, the
VuStats button lamp flashes. For example, suppose a format is created in which the oldest
call waiting data type is administered with a threshold of >= (greater than or equal to) five
minutes. Whenever that VuStats format is displayed, if the oldest call in queue has been
waiting for five minutes or longer, the VuStats lamp flashes on the phone. Each time the
display updates, the threshold is checked for each data type being displayed.
Format description
Use Format Description to create labels on the display to identify data. For example, in the
example figure
type "split-agents-in-aux-all" (that is, the number of agents currently in AUX work mode for
a specified split/skill). Text appears on the display exactly as you enter it in the field. Text is
optional.
Because of the 40-character limit, use abbreviations when possible. For example, use "S="
to indicate "split number".
Display linking
Link display formats to increase the amount of information users can view. For example,
link a display of information for an agent's first split/skill to a display of information for the
agent's second split/skill. Or, link a display of information about the work states of all
agents on a split/skill linked to another display of information about calls waiting, number of
calls abandoned, or oldest call waiting for the split/skill.
If you use display linking, assign a Next button on agent telephones.
276 Communication Manager Guide to ACD Call Centers
Callmaster with VuStats display
on page 271, "AUX=" identifies the data
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