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Issue 5.0 May 2005 73

FLOW OUT

(continued)

In a multiple split-queuing environment, inflows and outflows become a bit

more complicated. Consider the following scenarios:

● If a multiple queued call is answered in a nonprimary split (that is, a

second or third split), an outflow is recorded in the statistics for the first

split, and an inflow and an answer are recorded in the statistics for the

answering split. For example, suppose there are three splits

numbered 1 through 3. A call comes in for split 1, but all agents in this

split are busy. The call 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.

● If a call is queued to three splits (for example, splits 1, 2, and 3, with

split 1 being the primary split), encounters a route-to command that

sends the call to another VDN, that queues to different splits (for

example, splits 4 and 5), an outflow is recorded in the statistics for

split 1. If the call is answered in split 4, an answer is recorded in the

statistics for split 4. However, no inflow is recorded to the statistics for

split 4.

● If the call is answered in split 5, an outflow is recorded for the statistics

for split 4, and both an inflow and an answer are recorded in the

statistics for split 5.

● Similarly, if a multiple queued call routes to another split, an outflow is

recorded to the statistics for the primary split, but no inflow is recorded

to the statistics for the routed-to split.

TOTAL AUX/

OTHER

The total time that logged-in agents in this split were unavailable to

receive calls during the reporting interval. This value includes time spent

on non-ACD calls while in AUX for this split. This value does not include

the time agents spent on another split call or in ACW for another split.

For example, a split totals AUX TIME whenever any agent is logged 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 or her AUX button

Furthermore, the split report measurement AUX TIME is time-interval

based, since it is not directly related to a call. For example, if an agent is

in AUX for any of the previously identified reasons from 9:55 to 10:05, 5

minutes is recorded in the 9:00 to 10:00 time interval and 5 minutes is

recorded in the 10:00 to 11:00 time interval.

AVG STAFF The average number of agents who were logged into this split (staffed)

during the reporting interval.

Split summary report (continued)

Header Definition

Total Staff Time

Time Interval

------------------------------------------

1 2 ... 68 69 70 71 72 73 74 75 76 77 78 ... 159 160

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