Avaya Communication Manager Contact Center Manual page 342

ACD contact center switch forms
Agent and agent-extension data types (continued)
VuStats data type
split-average-after- call-
time
split-average-speed- of-
answer
split-average-time-to-
abandon
split-call-rate
split-calls- abandoned
split-calls-flowed-in
split-calls-flowed-out
split-calls-waiting
split-extension
split-name
342 Communication Manager Guide to ACD Call Centers
Description
The average time for call-related ACW
completed by agents for this split (the same
as average-after-call-time, but only available
for agent and agent-extension object types).
Call-related ACW time is recorded when an
agent leaves the ACW state. If an agent is in
call-related ACW when an interval
completes, all of the ACW time will be
recorded for the interval in which the agent
leaves ACW.
The average speed for answering split and
direct agent ACD calls that have completed
for a specified split/skill.
The average time calls waited in queue and
ringing before abandoning.
The current rate of ACD calls handled per
agent per hour for a specific split or skill.
The number of calls that abandoned from
queue (provided this is the first split/skill
queued to) or abandoned from ringing.
The total number of calls for a specific
split/skill that were received as a coverage
point (intraflowed) from another internally-
measured split/skill, or were call-forwarded
(interflowed) to the split/skill.
The total number of calls for a specific
split/skill that successfully extended to the
split/skill's coverage point, were call-
forwarded out, or were answered via call
pick-up.
The number of calls that have encountered a
split but have not been answered,
abandoned, or outflowed.
The administered extension for a split.
The administered name for a split/skill.
BCMS report: field
name/column heading
System Status: AVG
AFTER CALL
System Status/Split
Report/Split Summary
Report: AVG SPEED
ANS
System Status/Split
Report/Split Summary
Report: AVG ABAND
TIME
None
System Status/Split
Report/Split Summary
Report: ABAND CALLS
Split Report/Split
Summary Report: FLOW
IN
Split Report/Split
Summary Report: FLOW
OUT
System Status: CALLS
WAIT
None
Split Report/Split Status:
Split Name System
Status: SPLIT