User guide

BCMS Vu Real-Time and Historical Data Items
Chapter 9
Data Items — Historical Reports 9-13
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.
Avg Speed
Ans
VDN The average time to answer ACD and connect calls (see
CONN Calls below) that completed for this VDN during the
current period. This includes the time in vector processing,
in a split/skill's queue and time ringing. This calculation is:
AVG SPEED ANS =
Total Answer Time
Total ACD Calls + Total CONNect CALLS
A completed call can 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.
Avg Staff Split/Skill The average number of agents who were logged into this
split/skill (staffed) during the reporting interval.
AVG STAFF = Total Staff Time
Time Interval
Data Item — Historical Reports
Data
Item
Report
Type
Definition