Basic Call Management System (BCMS)

VuStats displays data collected by BCMS.

Call Prompting

When an agent presses vu-display, the VuStats display overwrites the Call Prompting display.

Call Work Codes (CWC)

The CWC display prompts suspend VuStats. The system displays VuStats data after completing the CWC prompt.

If an agent presses vu-display during the CWC prompt, the system cancels the CWC entry and displays VuStats data.

Change skills

The system cancels VuStats data when an agent changes skills.

Call Management System (CMS)

Moving an agent from one split or skill to another does not affect the ID assigned to the vu-display button.

If an agent is moved from one split or skill to another, the system does not associate VuStats buttons from the previous split or skill to the new split or skill. Therefore, if you must frequently move agents between splits or skills, do not associate the VuStats buttons with a specific split or skill. Instead, associate the VuStats button with the agent format (without an ID) on each agent phone and use a split or skill reference to view the split or skill.

Expert Agent Selection-Preference Handling Distribution (EAS-PHD)

VuStats provides statistical data for up to 20 skills for each agent. However, agent statistics by skill, that is, agent or agent-extension object types, are available only for the current interval or for the shift-acd-calls and shift-average-acd-talk-time data types.

Integrated Directory

If an agent activates Integrated Directory, VuStats is automatically canceled. The Integrated Directory display overwrites the VuStats display. Agents can press vu-display to view VuStats data.

Queue Status (QStats)

The q-calls and q-time buttons cancel VuStats. Agents can press vu-display to view VuStats data.

Reason Codes

You can use VuStats data types to record real-time and historical AUX work mode time by reason code or AUX work mode time summed for each reason code.

The Reason Codes display prompt suspends VuStats. The system displays VuStats data after completing the Reason Code prompt.

Service Observing

On phones with a single-line display, the Service Observing button display automatically cancels VuStats. Agent can press vu-display to view VuStats data.