Considerations; Interactions - Avaya Communication Manager Contact Center Manual

ACD contact center features
You can also administer VuStats to update displayed statistics every 10, 20, 30, 60 or 120
seconds or every time an agent changes work mode or a BCMS Measurement Interval is
completed, or not update at all.

Considerations

Some VuStats data is accumulated for an agent's login session. This shift data clears
either at midnight or the next time the agent logs in depending upon how the system is
administered. If the data clears at login and agents log out to go to lunch, the system clears
their accumulated data when they log back in after lunch.
To accumulate a full day's statistics, you can require agents and supervisors to keep a
running total of all their login sessions, or, to avoid this, use historical data, require agents
to use AUX work mode when temporarily unavailable, or administer the system to clear
shift data at midnight.

Interactions

BCMS
You must have BCMS activated to receive BCMS reports. VuStats displays data collected
by BCMS, but BCMS need not be enabled for you to use VuStats.
Call Prompting
When Call Prompting digits are displayed, VuStats is canceled. When an agent reactivates
VuStats, the VuStats display overwrites the Call Prompting display.
Call Work Codes (CWC)
The CWC-display prompt suspends VuStats, so when the CWC prompt is removed, the
VuStats display reappears.
If VuStats is activated while a CWC is being entered (that is, the pound (#) sign is not yet
,
dialed)
Change skills
An agent changing skills automatically cancels VuStats. Display of the new skills
overwrites the VuStats display. When the agent reactivates VuStats, the VuStats display
overwrites the new skills display.
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the CWC display is overwritten. The CWC must be reentered.