Avaya Communication Manager Contact Center Manual page 346

ACD contact center switch forms
Split data types (continued)
VuStats data type
agents-on-extension- calls
agents-staffed
average-acd-talk-time
average-after-call- time
average-speed-of- answer
average-time-to- abandon
call-rate
calls-abandoned
calls-flowed-in
calls-flowed-out
346 Communication Manager Guide to ACD Call Centers
Description
The number of agents in a specific split who
are currently on non-ACD calls.
The number of agents currently logged into
the specified split.
The average talk time for ACD calls during
a specific period/day for a specified split.
The average time for call-related ACW
completed by agents in this split. 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/skill
and direct agent ACD calls that have
completed for a specified split/skill during a
specified time. This includes queue time
and ringing time for this split.
The average time calls waited before
abandoning.
The current rate of ACD calls handled per
agent per hour for all split/skills.
The number of calls that abandoned.
The total number of calls for a specific split
that were received as a coverage point
(intraflowed) from another internally-
measured split, or were call-forwarded
(interflowed) to the split. This does not
include calls that were interflowed from a
remote switch by the Look Ahead Interflow
feature.
The number of calls the split extended to its
coverage point, calls that call-forward out or
are answered by call pickup, calls that
queued to this split as a primary split and
were answered or abandoned from ringing
in another split.
BCMS report: field
name/column heading
Split Status: Extn
Split Status: Staffed
System Status/Split
Report: AVG TALK
TIME
System Status: AVG
AFTER CALL
System Status/Split
Report: AVG SPEED
ANS
System Status/Split
Report: AVG ABAND
TIME
none
System Status/Split
Report: ABAND CALLS
Split Report/Split
Summary Report:
FLOW IN
Split Report/Split
Summary Report:
FLOW OUT