User Guide

BCMS Vu Real-Time and Historical Data Items
Chapter 9
Data Items — Real-Time Reports 9-7
EXT Out
Call
Agent
Summary
Graph
Number of non-ACD calls that this agent has made that completed
during the current interval. (Calls in process are not counted until
they are completed.) The maximum value is 255.
Flow Out VDN Total number of calls to the VDN that were successfully routed to
another VDN or off the DEFINITY system
Oldest Call Split/Skill
Detail Graph
Amount of time that the oldest call currently waiting has spent in
this split/skill's queue and ringing at an agent
Oldest Call Split/Skill
Summary
Graph
Amount of time that the oldest call has been waiting (in this
split/skill's queue and ringing) to be answered
Oldest Call VDN The number of calls that encountered this VDN and have not been
answered, abandoned, outflowed, or forced busy/disc. Includes
calls in queues, in vector processing, and ringing at an agent’s
station.
Total ACD Split/SkillDe
tail Graph
Total number of ACD calls that were answered by this agent for
this split/skill that completed during the current interval. (Calls in
process are not counted until they are completed.)
Total ACW (Split/Skill
Detail Graph
The number of agents in this split/skill who are currently in ACW
mode for this split/skill. Refer to the Glossary for a description of
After Call Work (ACW) mode. For G3V4, agents on extension
calls from ACW are not included in the Total ACW. For the
DEFINITY system, agents on extension calls from AUX or from
AI/MI are included in the Total AUX. If an agent is in ACW mode
for another split, the agent is included in the Other state count for
this split.
Total AUX Split/SkillDe
tail Graph
The number of agents in this split/skill who are currently in the
AUX work mode for this split/skill. For G3V4, agents on
extension calls from AUX or from AI/MI are not included in the
Total AUX. For the DEFINITY system, agents on extension calls
from AUX or from AI/MI are included in the total AUX. If an
agent is answering a call from another split/skill or is in ACW work
mode for another split/skill, that agent is not considered in AUX
work mode for this split/skill and is not included in this number.
The agent is included in the Other state count.
Data Items — Real-Time Reports
Data
Item
Report
Type
Definition