User guide

BCMS Vu Real-Time and Historical Data Items
9-16 Data Items — Historical Reports
Flow Out Split/Skill The total number of calls queued to this split/skill that were:
• Successfully sent to the split/skill's coverage point after
queuing for the specified don’t answer interval. (This
does not include calls that went to coverage based on
any other criterion.)
• Forwarded out via call forwarding
• Forwarded out via a route to station extension vector
step
• Answered via the Call Pickup feature
• Forwarded out via Look Ahead Interflow
• First queued to this split/skill and then were answered
by the second or third split/skill queued to
• Redirected back to this split/skill or its coverage path
due to Redirect On No Answer timing
FLOW OUTs are recorded when a call ends.
When calls are queued to multiple splits/skills at one time,
inflows and outflows become a bit more complicated.
If a call queued to more than one split/skill is answered in a
non primary split/skill (that is, the second or third split/skill
to which it is queued), an outflow is recorded in the statistics
for the primary split/skill, and an inflow and an answer are
recorded in the statistics for the answering split/skill. For
example, suppose there are three splits numbered 1 through
3. A call queues for split 1 since all agents are busy in this
split. The call then goes into queue for splits 2 and 3. An
agent in split 3 answers the call. In this example, an outflow
is recorded in the statistics for split 1, and an inflow and an
answer are recorded in the statistics for split 3. A dequeued
call is counted for split 2.
If the call is answered in the primary split, no inflows or
outflows are recorded for any split. Splits 2 and 3 record the
call as dequeued.
Data Item — Historical Reports
Data
Item
Report
Type
Definition