User guide

BCMS Vu Real-Time and Historical Data Items
Chapter 9
Data Items — Historical Reports 9-11
Aband
Calls
Split/Skill The total number of ACD calls that have hung up while
waiting to be answered during this time interval. This value
includes those calls that have abandoned while in queue or
while ringing. Calls that abandon before queuing (for
example, while listening to a forced first announcement) or
that cannot be queued (for example, because the queue is
full) are not counted as abandoned for the split/skill.
Aband
Calls
VDN The total number of calls that have abandoned from the
VDN before being answered or outflowed to another
position during the current interval. This value includes calls
that abandoned while in vector processing or while ringing
an agent. It also includes calls with a talk time that is less
than the value administered for the BCMS/VuStats Abandon
Call Timer.
Acceptable
Service
Level
(Any) The number of seconds within which a call to a hunt group
or VDN must be answered in order for it to be considered
“acceptable.” The service level is administered on the hunt
group from the DEFINITY system. Timing for a call begins
when the call enters the hunt group or when the VDN is
encountered.
ACD Calls Agent Number of split/skill and direct agent ACD calls that were
answered by the agent for all splits/skills that completed
during this interval
ACD Calls Split/Skill The number of split/skill and direct agent ACD calls that
were answered for this split/skill and that completed during
this interval
ACD Calls VDN The total number of completed split/skill and direct agent
ACD calls processed by this VDN that were answered by
agents in an internally measured split/skill during this
period
Agent Agent The extension or login ID of the agent
Agent
Name
Agent The name of the agent. If no name is administered, the
agent’s extension is displayed in the form EXT 65432.
Data Item — Historical Reports
Data
Item
Report
Type
Definition