User Guide

BCMS Vu Real-Time and Historical Data Items
Chapter 9
Data Items — Historical Reports 9-9
Data Items — Historical Reports 9
Data Item — Historical Reports
Data
Item
Report
Type
Definition
% All Busy Trunk The percentage of time that all the trunks in this trunk group were
busy (on calls or maintenance busy) during this interval. The
calculation is
% ALL BUSY = Total time all trunks busy
x (100)
Time Interval
where “all trunks busy” is the sum of all times when all trunks were
simultaneously busy.
% In Service
Level
Split/Skill The percentage of ACD calls completed during the interval that
were answered within the administered service level.
% IN SERVICE LEVEL = acceptable
x (100)
offered
where:
“acceptable” are ACD calls answered whose wait time was less
than or equal to the administered service level for the split/skill,
and
“offered” includes all calls that queued to the split/skill, those that
were answered, those that abandoned, those that outflowed, and
those that were queued to another split/skill and were handled in
that split/skill.