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ACD contact center switch forms
Agent and agent-extension data types (continued)
VuStats data type
average-extension- time
call-rate
current-reason-code
current-reason-code-
name
elapsed-time-in-state
extension-calls
extension-incoming-
calls
extension-outgoing-calls
percent-acd-call-time
shift-acd-calls
shift-aux-time-1
338 Communication Manager Guide to ACD Call Centers
Description
The average amount of time an agent spent
on non-ACD calls while logged into at least
one split/skill during the reported interval.
This average does not include time when the
agent was holding the EXTN call.
The current rate of ACD calls handled per
agent per hour for all split/skills.
The number of the Reason Code associated
with the agent's current AUX work mode, or
with the agent's logout.
The name of the Reason Code associated
with the agent's current AUX work mode or
with the agent's logout.
The amount of time an agent has been in the
current state.
The number of incoming and outgoing non-
ACD calls that an agent completed while
logged into at least one split/skill.
The number of non-ACD calls that an agent
receives while logged into at least one
split/skill.
The number of non-ACD calls that an agent
places while logged into at least one
split/skill.
The current calculated occupancy for the
agent. This data type indicates the
percentage of time the agent talks and holds
ACD calls, and is calculated as:
ACDtime + hold time (ACD calls only) /
(staffed time in interval + 100)
The calculation is listed in the occupancy
field of the Station Status screen.
The number of ACD calls answered by an
agent during the administered period.
The amount of time an agent has spent in
AUX work mode for Reason Code 1 during
the administered period.
BCMS report: field
name/column heading
Agent Report/Agent
Summary Report: AVG
EXTN TIME
None
None
None
None
Agent Report: EXTN
CALLS
Split Report: EXT IN
CALLS
Split Report: EXT OUT
CALLS
None
None
None
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