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Use the following calculation types for real-time, historical, and integrated CMS and CMS Supervisor reports.
You can also use the calculations for custom reports and designer reports.
Modifications to standard calculations change the meaning of the data in the reports.
Calculation title
Description
AVG_EQV_AGENTS_STFD
The average position staffed for a skill across all call handling preferences.
DEDICATED_AGENT
The number of dedicated agents assigned to a skill.
FACTIVE_AG
The number of flex agents in a skill with the following conditions:
In the ACW mode
On ACD calls
With ACD calls ringing at the station
FTE_AGENTS
The number of full time equivalent (FTE) agents staffed for a skill.
MAX_DEDICATED_AGT
The maximum number of dedicated agents assigned to a skill. The calculation includes top agents and FTE agents.
MAX_FTE_AGENTS
The maximum number of FTE agents for a skill.
R1ACTIVE_AGT
The number of reserve agents with R1 threshold assignment.
The calculation includes reserve agents with the following conditions:
R2ACTIVE_AGT
The number of reserve agents with R2 threshold assignment.
The calculation types in the following table are not standard CMS calculations but provide information specific to Business Advocate.
% Aban
Percentage of abandoned calls to all VDNs of a selected ACD system.
% Busy
Percentage of busy calls to all VDNs of a selected ACD system.
% Disconnect
Percentage of disconnected calls to all VDNs of a selected ACD system.
% Flow Out
Percentage of redirected calls to all VDNs of a selected ACD system.
% Agent Occup (Group) w/ACW
Percentage of agent or agent group occupancy, including ACW time.
% Agent Occup (Group) w/o ACW
Percentage of agent or agent group occupancy, excluding ACW time.
For more information, see Avaya Call Management System Database Items and Calculations.
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