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BCMS Vu Real-Time and Historical Data Items

Chapter 9

Data Items — Historical Reports 9-15

Flow Out Split/Skill The total number of calls queued to this split/skill that were:

• Successfully sent to the split/skill's coverage point after

queuing for the specified don’t answer interval. (This does

not include calls that went to coverage based on any other

criterion.)

• Forwarded out via call forwarding

• Forwarded out via a route to station extension vector step

• Answered via the Call Pickup feature

• Forwarded out via Look Ahead Interflow

• First queued to this split/skill and then were answered by the

second or third split/skill queued to

• Redirected back to this split/skill or its coverage path due to

Redirect On No Answer timing

FLOW OUTs are recorded when a call ends.

When calls are queued to multiple splits/skills at one time, inflows

and outflows become a bit more complicated.

If a call queued to more than one split/skill is answered in a non

primary split/skill (that is, the second or third split/skill to which it

is queued), an outflow is recorded in the statistics for the primary

split/skill, and an inflow and an answer are recorded in the statistics

for the answering split/skill. For example, suppose there are three

splits numbered 1 through 3. A call queues for split 1 since all

agents are busy in this split. The call then goes into queue for splits

2 and 3. An agent in split 3 answers the call. In this example, an

outflow is recorded in the statistics for split 1, and an inflow and an

answer are recorded in the statistics for split 3. A dequeued call is

counted for split 2.

If the call is answered in the primary split, no inflows or outflows

are recorded for any split. Splits 2 and 3 record the call as

dequeued.

Data Item — Historical Reports

Data

Item

Report

Type

Definition

1 2 ... 188 189 190 191 192 193 194 195 196 197 198 ... 267 268

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Avaya R2 Betriebsanweisung Seite 193