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BCMS Vu Real-Time and Historical Data Items
9-8 Data Items — Real-Time Reports
Total
Available
Split/SkillDe
tail Graph
The number of agents in this split/skill currently available to
receive an ACD call. In order to be counted as being available,
agents must either be in the Auto-In or Manual-In work mode.
Refer to the Glossary for a description of work modes. If the agent
is on another split/skill call or is performing After Call Work for
another split/skill, the agent is not considered available and is not
recorded here. If a call is ringing at the agent’s phone or a call is on
hold, the agent is not considered available unless Multiple Call
Handling is active and the agent selects AI/MI with a call on hold.
If the agent is on an extension or on an extension-out call, the agent
is not considered available.
Total Extn Split/Skill
Detail Real-
Time Graph
The number of agents in this split/skill who are currently on non-
ACD calls. These non-ACD calls may be either incoming (direct to
the extension) or outgoing (direct from the extension). Those
agents receiving or making extension calls while available, or
while in the ACW or AUX work mode are recorded as being on
extension calls.
Total Other Split/SkillDe
tail Graph
The number of agents in this split who
• Are on a call from another split/skill
• Are in ACW work mode for another split/skill
• Have placed a call on HOLD and made no other state
selections
• Have a call ringing at their voice terminals
• Are dialing a number (to place a call or activate a feature).
All agents in the Other state are unavailable for ACD calls.
Total Staffed Split/SkillDe
tail Graph
The number of agents currently logged into the split/skill. Staffed
equals available agents, agents on ACD calls, and agents in ACW,
AUX, and Other.
VDN Name VDN The name of the VDN being reported. If the VDN does not have a
name administered, this field displays EXT XXXXX where
“XXXXX” is the VDN’s extension.
Data Items — Real-Time Reports
Data
Item
Report
Type
Definition
- BCMS Vu™ Software R2 V3 0 1
- Software License Agreement 5
- License Agreement 7
- Table of Contents 10
- TOC-xii 12
- Preface P 13
- Audience 0 14
- Contents of This Document 0 15
- Related Documents 0 18
- Introduction 1 19
- Introduction 20
- Chapter 1 21
- Operating Environment 1 23
- 1-6 Operating Environment 24
- For the BCMS Vu Client PC 1 25
- Software Restrictions 1 26
- Administrative Requirements 1 27
- Performance Considerations 1 28
- Help Escalation 1 28
- BCMS Vu Server 31
- BCMS Vu Server Basics 32
- Chapter 2 33
- System 2 38
- System Menu Box 2 41
- Title Bar 2 41
- Menu Bar 2 41
- Options 2 42
- Window 2 44
- Toolbar 2 45
- Status Bar 2 46
- Server Action Area 2 46
- BCMS Vu Client 49
- BCMS Vu Client Basics 50
- Chapter 3 51
- System Menu Box 3 57
- Title Bar 3 57
- Menu Bar 3 57
- Options 3 58
- Window 3 60
- Toolbar 3 61
- Status Bar 3 62
- Report Display Area 3 62
- Connection Status 3 62
- Server Name 3 63
- BCMS Vu Client On-Line Help 3 64
- Configuring and 65
- Managing BCMS Vu 65
- Software 65
- 4-2 Introduction 66
- Chapter 4 67
- Downloading Historical Data 4 72
- Registering Wallboards 4 76
- Registering Clients 4 78
- About Shares 4 79
- Activating Alerts 4 80
- Configuring Color Palettes 4 80
- Thresholds 4 81
- Maximum Values 4 82
- Repairing the Database 4 90
- Re-indexing the Database 4 91
- Compacting the Database 4 92
- Managing Memory Allocation 4 92
- Downloading BCMS Data 4 93
- Understanding Real-Time 95
- Reports 5 95
- Report Basics 100
- Chapter 5 101
- About Wallboard Displays 5 110
- Wallboard Display Features 5 111
- Types of Wallboards 5 112
- Sample Wallboard Display 5 113
- About Time Trace Reports 5 115
- Sample Time Trace Report 5 117
- Understanding Historical 119
- Reports 6 119
- Data on the DEFINITY system 6 120
- Chapter 6 121
- Creating Historical Reports 6 122
- Sample Historical Report 6 123
- About Historical Reports 124
- Working with Reports 7 129
- Working with Reports 130
- Chapter 7 131
- Saving a Report 7 162
- Closing a Report 7 163
- Opening a Report 7 164
- Printing Reports 7 166
- Displaying 171
- Information on 171
- External Wallboards 171
- Configuring a Wallboard 8 172
- Wallboard 173
- Chapter 8 175
- BCMS Vu Real-Time 179
- Report Data Items 179
- Definition 180
- Chapter 9 181
- Troubleshooting 10 201
- Resolving Problems 10 202
- Chapter 10 203
- 10-4 Resolving Problems 204
- Troubleshooting 204
- 10-6 Resolving Problems 206
- 10-8 Resolving Problems 208
- 10-10 Resolving Problems 210
- 10-12 Resolving Problems 212
- 10-14 Resolving Problems 214
- 10-16 Resolving Problems 216
- 10-18 Resolving Problems 218
- 10-20 Resolving Problems 220
- 10-22 Resolving Problems 222
- 10-24 Resolving Problems 224
- 10-26 Resolving Problems 226
- 10-28 Resolving Problems 228
- 10-30 Resolving Problems 230
- 10-32 Resolving Problems 232
- Error Log 10 234
- Connection Log 10 236
- Verifying the COM Port 10 237
- Setting Up The COM Port 10 238
- Using a Terminal Emulator 10 239
- 12. Type ati 242
- Error Codes 10 246
- ID Description Resolution 248
- Glossary 0 257
- Glossary 258
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