User guide

BCMS Vu Real-Time and Historical Data Items
9-10 Data Items — Historical Reports
% In Service
Level
VDN The percentage of ACD connect calls that completed during the
current interval and that were answered with the administered
service level for this VDN. Calculated as follows:
% IN SERVICE LEVEL= acceptable
x 100
calls offered
where
“acceptable” is the number of answered calls whose answer time
was less than or equal to the administered service level for the
VDN, and
“calls offered” is the total number of calls that accessed the VDN
and completed during the current interval.
This field is blank if no calls have been recorded for this time
interval. This field is also blank if no Acceptable Service Level is
administered on the VDN form.
% Time
Maintenance
Trunk The percentage of time that one or more trunks were busied out for
maintenance purposes. The calculation is:
% TIME MAINTENANCE =
Total Maintenance Busy Time
x (100)
Time Interval x Number of Trunks in Group
where:
“Total Maintenance Busy Time” is the sum of Maintenance Busy
Time (in minutes) for all trunks (individually) in this trunk group
during this interval, and
“Time Interval” is expressed in minutes (for example, 30 if using a
half-hour interval, 60 if using a one-hour interval, and 1440 if using
a daily summary).
Changing the number of trunks in a trunk group can cause
unexpected results for that interval.
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.
Data Item — Historical Reports
Data
Item
Report
Type
Definition