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Agent and agent-extension data types (continued)
VuStats data type
split-number
split-objective
split-oldest-call- waiting
split-percent-in- service-
level
split-total-acd-talk- time
split-total-after-call- time
split-total-aux-time
total-acd-call-time
total-acd-talk-time
total-after-call-time
total-aux-time
Description
The administered number for a split/skill.
The administered objective for a split/skill.
The time the oldest call has been waiting for
a specific split/skill.
For a specific split/skill, the percentage of
calls answered within the administered
service level on the hunt group form.
For a specified split/skill, the total time
agents spent talking on split/skill calls and
direct agent calls for this split.
The total time an agent spent in call-related
ACW for this split/skill and non-call-related
ACW for any split/skill during a specific time
period, excluding time spent on incoming or
outgoing extension calls while in ACW.
The total time an agent spent in AUX mode
for this split/skill.
The total talk time plus the total hold time for
split/skill and Direct Agent ACD calls.
The total time agents spent talking on
split/skill calls and direct agent calls.
The total time an agent spent in call-related
or non-call-related ACW for any split during a
specific time period, excluding time spent on
incoming or outgoing extension calls while in
ACW. (With EAS, all non-call related ACW
time is associated with the first skill logged
into.)
The total time an agent spent in AUX work
for all splits/skills (simultaneously) that the
agent was logged into. If an agent entered
AUX in one interval, but ended AUX in
another, each of the intervals will reflect the
appropriate amount of time spent in the
interval (agent reports also include OTHER
time).
VuStats Display Format (Category A only)
BCMS report: field
name/column heading
Split Report/Split Status:
Split Name System
Status: SPLIT
None
System Status: OLDEST
CALL
System Status/Split
Report/Split Summary
Report: % WITHIN
SERVICE LEVEL
None
Split Report/Split
Summary Report:
TOTAL AFTER CALL
Split Report/Split
Summary Report:
TOTAL AUX/OTHER
None
None
Agent Report/Agent
Summary Report:
TOTAL AFTER CALL
Agent Report/Agent
Summary Report:
TOTAL AUX/OTHER
Issue 1.0 May 2003
343
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