Avaya Communication Manager Contact Center Manual page 344

ACD contact center switch forms
Agent and agent-extension data types (continued)
VuStats data type
total-available-time
total-hold-time
total-staffed-time
Split data types
VuStats data type
acceptable-service-level
acd-calls
after-call sessions
agents-available
agents-in-after-call
agents-in-aux-1
agents-in-aux-2
344 Communication Manager Guide to ACD Call Centers
Description
The time an agent was available in at least
one split/skill.
The total amount of time ACD calls were on
hold at a specific agent's phone. This time is
the "caller's hold time" and is independent of
the agent's state. This time does not include
hold time for non-ACD calls on hold.
The total amount of time an agent was
logged into one or more splits/skills during a
specific period/day. An agent is clocked for
staff time as long as he or she is logged into
any split.
Description
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 calls and direct agent calls answered
by an agent
The number of times all agents have
entered After Call Work (ACW).
The number of agents currently available to
receive ACD calls. This includes agents in
Auto-In or Manual-In work mode.
The number of agents currently in ACW
mode.
The number of agents currently in Aux work
mode for Reason Code 1 for the referenced
skill.
The number of agents currently in Aux work
mode for Reason Code 2 for the referenced
skill.
BCMS report: field
name/column heading
Agent Report: TOTAL
AVAIL TIME
Agent Report: TOTAL
HOLD TIME
Agent Report: TOTAL
TIME STAFFED
BCMS report: field
name/column heading
Split Status/Split Report:
Acceptable Service
Level
Split status/VDN
Status/Agent Report:
ACD CALLS
None
Split Status: Avail
Split Status: ACW
None
None