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BCMS Vu Real-Time and Historical Data Items
9-20 Data Items — Historical Reports
Total
AUX/Other
Split/Skill The total amount of time that agents spent in the AUX (auxiliary)
work mode or in the Other state in all split/skills. This value does
not include the time agents spent on another split/skill’s calls or in
ACW for another split.
For the ECS, this value includes time spent on non-ACD calls
while in AUX for this split. For G3V4, this value does not include
time spent on non-ACD calls while in AUX.
For example, AUX TIME is accumulated whenever any agent logs
into the split and:
• Receives an EXTN call while in AUX or AVAIL state
• Makes an EXTN call while in AUX or AVAIL state
• Presses his/her AUX button.
The AUX/Othertime measurement is time-interval based, since it is
not directly related to a call. For example, if an agent is in AUX
from 9:55 to 10:05, then five minutes is recorded in the 9:00 to
10:00 time interval and five minutes is recorded in the 10:00 to
11:00 time interval.
Total Avail
Time
Agent The sum of the time that the agent was available to receive ACD
calls during the reporting interval. During this time, the agent:
• Was in Auto-In or Manual-In work mode for at least one
split/skill
• Was not in ACW in any split/skill
• Was not on any call or placing any call (unless MCH is
active)
• Did not have ringing calls.
Total Hold
Time
Agent The total time ACD calls spent on hold at this agent. This time is
the caller’s hold time and is independent of the state of the agent.
TOTAL HOLD TIME does not include the hold time for non-ACD
calls.
Total Time
Staffed
Agent The total time that the agent spent logged into at least one split/skill
during the reporting interval. Staff time is accumulated for an agent
who is in multiple splits/skills as long as the agent is logged into
any split/skill. Concurrent times for each split/skill are not totaled.
VDN VDN The extension number of this VDN at this time
Data Item — Historical 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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