User Guide

BCMS Vu Real-Time and Historical Data Items
9-12 Data Items — Historical Reports
Avg Aband
Time
VDN The average time calls spent waiting in this VDN before being
abandoned by the caller during the current interval. The calculation
is:
AVG ABAND TIME =
Total VDN Abandon Time
Total Number of Abandoned VDN Calls
Avg Extn
Time
Agent Average time that was spent talking on non-ACD calls that
completed during this interval. This does not include time the call
spent on hold. The calculation is:
AVG EXTN TIME = Total Ext Time
Total Number of Ext Calls
Avg Speed
Ans
Split/Skill The average amount of time that answered ACD calls (split/skill
and Direct Agent) that completed during the reporting interval
spent in queue and ringing at an agent before being answered
during the reporting interval. Calls that flowed in do not have
queue time from the previous split/skill included in this average.
This calculation is:
AVG SPEED ANS =
Sum of Each Completed Call’s Time In Queue + Time Ringing
Total Number of ACD Calls Answered
Keep the following things in mind:
This value does not include time before the call queued to this
split/skill, for example, while listening to a forced first
announcement.
A completed call may span more than one time period. ACD calls
that are in process (have not terminated) are counted in the time
period in which they terminate. For example, if an ACD call begins
in the 10:00 to 11:00 time period, but terminates in the 11:00 to
12:00 time period, the data for this call is counted in the 11:00 to
12:00 time period.
Data Item — Historical Reports
Data
Item
Report
Type
Definition