Avaya R2 Betriebsanweisung PDF herunterladen (Seite 178)

BCMS Vu

Real-Time and Historical Data Items

Chapter 9

Data Items — Real-Time Reports 9-3

% Within

Service

Leve

VDN The percent of calls offered to the VDN that completed

during the current interval and were answered within the

acceptable service level defined on the VDN form. The

calculation is:

% IN SERV LEVL = acceptable

x (100)

calls offered

“calls offered” is defined as: acdcalls + outflows +

abandoned + connect + busy/disc, and

“acceptable” is the number of ACD and CONNect calls that

were answered within the administered service level.

This field is blank if no calls were recorded for this time

interval. This field is also blank if no Acceptable Service

Level has been administered on the VDN form.

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.

Data Items — Real-Time Reports

Data

Item

Report

Type

Definition

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