User's Manual

Report heading comparison tables
Issue 5.0 May 2005 143
BCMS system status (real-time) report and CMS real-time split report
BCMS column Description CMS column/DB
item
CMS notes
SPLIT Split name or ext Split -
CALLS WAIT ACD and DA calls
waiting
Calls Waiting ACD calls only
OLDEST CALL time oldest ACD/
DA call has
waited
Oldest Call
Waiting
ACD calls only
AVG SPEED ANS avg speed of ans
for ACD/DA calls
Avg Speed of
Answer
ACD calls only
AVAIL AGENT avail agts Agents Available -
ABAND CALLS ACD/DA calls
abandoned from
queue or ringing
Abandoned Calls ACD calls only
AVG ABAND
TIME
avg time for ACD/
DA calls to
abandon
Avg Time to
Abandon
ACD calls only
ACD CALLS ACD/DA calls
completed
Split ACD Calls ACD calls only
AVG TALK TIME avg talk time for
ACD/DA calls
Avg Split ACD
Talk Time
ACD calls only
AVG AFTER
CALL
avg ACW time for
ACD/DA calls for
call-related ACW
- Not on standard
CMS RT reports
% IN SERV LEVL % calls answered
within service
level
%Within Service
Level
on Queue/Agent
Summary and
Call Profile repts
BCMS VDN status report and CMS VDN report
BCMS column Description CMS column/DB
item
CMS notes
VDN NAME VDN name or
extension
VDN name or number
CALLS WAIT calls waiting in VDN Calls Wait -