User guide

About Historical Reports
6-6 Historical Report Attributes
Historical Report Attributes 6
The following tables list the data items reported in the different categories of
Historical Reports. Data items are defined in Chapter 9, “BCMS Vu Real-
Time and Historical Report Data Items.”
Agent a
nd Agent Summary Split/Skill Historical Report
Historical Reports
ACD Calls Abandoned Calls
Agent ACD Calls
Agent Name Average Abandoned Time
Average External Time Average Speed of Answer
Average Talk Time Average Staffed
External Calls Average Talk Time
Total After Call Flow In
Total AUX/Other Flow Out
Total Available Time Split/Skill
Total Hold Time Split/Skill Name
Total Time Staffed Total After Call
Total AUX/Other
% Within Service Level