Avaya R2 Betriebsanweisung PDF herunterladen (Seite 181)

BCMS Vu

Real-Time and Historical Data Items

9-6 Data Items — Real-Time Reports

Average

Ta lk/Ho ld

Time

VDN The average talk time for ACD calls to this VDN that

completed during the current period. This does not include

ring time, but it does include Direct Agent calls and any time

the caller spent on Hold. The calculation is:

AVG TALK/HOLD =

Total ACD Talk Time + Total ACD Hold Time

ACD Calls

Calls

Busy/Disc

VDN The number of calls that encountered a busy or disconnect

step in vector processing

Calls

Offered

(Any) The total number of completed calls that accessed the VDN

during the current interval. This calculation is:

CALLS OFFERED= ACDCALLS + OUTFLOWCALLS +

BUSY_DISCONNECT + ABN CALLS

Calls

Waiting

Split/Skill

Detail

Graph

The number of calls currently queued and calls ringing at an

agent’s phone

Calls

Waiting

Split/Skill

Summary

Graph

Number of calls waiting in the split/skill's queue or ringing

at agents in the split/skill. If any of the calls in the queue are

Direct Agent calls, the Direct Agent Calls field is set to “y”

(in the Real-Time Text System report). Consult the Glossary

for a description of the Direct Agent feature.

Calls

Waiting

VDN The number of calls that encountered this VDN and have not

been answered, abandoned, outflowed, or forced busy/disc.

Includes calls in queues, in vector processing, and ringing at

an agent’s station.

Connected

Calls

VDN Total number of calls to this VDN that completed during the

interval that were routed to an extension, attendant or

announcement, and were answered there

Date VDN The current date and time (updated every 30 seconds or

when the update key is pressed)

EXT In Call Agent

Summary

Graph

Number of non-ACD calls that this agent has received that

completed during the current interval. (Calls in process are

not counted until they are completed.) The maximum value

is 255.

Data Items — Real-Time Reports

Data

Item

Report

Type

Definition

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