About Historical Reports
Chapter 6
Categories of Historical Reports 6-3
Categories of Historical Reports 6
There are nine kinds of Historical Reports:
Agent
— Displays data for one, several, or all agents. Agent activity data is for all
splits/skills that each agent was logged into during the reporting interval. Each
agent is allotted a separate line on the report for each time interval, day, week, and
so forth, that is measured.
Agent Summary
— Displays data for one, several, or all agents. Agent activity data
is for all splits/skills that each agent was logged into during the reporting interval.
Each agent is allotted one line on the report. The value of each data item is the
average or total of the item over the entire time covered by the report.
Split/Skill
— Displays data for one or more splits/skills during the reporting
interval.
Trunk
— Displays data for one or more trunk groups on the DEFINITY system.
VDN
— Displays data for one or more VDNs measured by BCMS. (You can create
VDN reports only if the Vectoring feature is administered on the DEFINITY
system.)
Abandoned
Calls Split/Skill — Displays a summary of abandoned calls by
split/skill, during the reporting interval.
Abandoned
Calls VDN — Displays a summary of abandoned calls by VDN during
the reporting interval.
Overflowed
Calls Split/Skill — Displays a summary of the overflowed calls, by
split/skill, during the reporting interval.
Overflowed
Calls VDN — Displays a summary of the overflowed calls, by VDN,
during the reporting interval.
On all Historical Reports, you cannot choose the format or kinds of data (items) that
the report displays, although you can choose the type, date range, level of detail and
other parameters. You can also export historical data to other applications, such as
spreadsheets.
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