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BCMS Vu Real-Time and Historical Data Items
Chapter 9
Data Items — Real-Time Reports 9-3
Abandoned
Calls
Split/Skill
Summary
Graph
The total number of ACD calls that have hung up while waiting to
be answered. This 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.
Abandoned
Calls
VDN The number of calls to this VDN that abandoned before being
answered during the current period. This includes VDN calls that
were routed to an attendant, station, or announcement, and
abandoned before being answered.
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
Summary
Graph
The number of agents who are currently on an ACD call for this
split/skill. This value also includes agents on Direct Agent calls.
ACD Calls Split/Skill
Summary
Graph
The number of ACD calls answered by agents that completed
during the current interval. This number also includes those calls
that flow in from other split/skills.
ACD Calls VDN Number of ACD calls to this VDN that were answered by agents in
internally measured splits/skills and that completed during the
current interval. The split/skill may have been reached via the
queue-to-main, check backup, route-to, messaging split, or adjunct
routing commands. Includes Direct Agent calls.
Available
Agents
Split/Skill
Summary
Graph
The number of agents in this split/skill who are currently available
to receive an ACD call directed to this split/skill.
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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