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ACD contact center switch forms
Agent and agent-extension data types (continued)
VuStats data type
shift-average-acd- talk-
time
skill-level
split-acceptable- service-
level
split-acd-calls
split-after-call- sessions
split-agents-available
split-agents-in-after- call
split-agents-in-aux-1
split-agents-in-aux-2
split-agents-in-aux-3
split-agents-in-aux-4
split-agents-in-aux-5
340 Communication Manager Guide to ACD Call Centers
Description
The average talk time for ACD calls for a
specific agent during the administered
period.
The skill level at which the skill was assigned
to the agent.
The number of seconds within which calls
must be answered to be considered
acceptable. Identified on a per-hunt group
basis. Timing begins when the call enters the
hunt group queue.
Split/skill calls and direct agent calls
answered by an agent.
The number of times all agents have entered
After Call Work (ACW) for a specific
split/skill.
The number of agents currently available to
receive ACD calls for a specific split. This
includes agents in Auto-In or Manual-In work
mode.
For a specific split, the number of agents
currently in ACW.
For a specific skill, the number of agents
currently in Aux work mode with Reason
Code 1.
For a specific skill, the number of agents
currently in Aux work mode with Reason
Code 2.
For a specific skill, the number of agents
currently in Aux work mode with Reason
Code 3.
For a specific skill, the number of agents
currently in Aux work mode with Reason
Code 4.
For a specific skill, the number of agents
currently in Aux work mode with Reason
Code 5.
BCMS report: field
name/column heading
None
None
Split Status: Acceptable
Service Level
System Status/Split
Report/Split Summary
Report: ACD CALLS
None
Split Status: Avail
Split Status: ACW
None
None
None
None
None
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