Reports-specific calculations

Last Updated : Aug 23, 2022 |

These calculations present information supporting Avaya Business Advocate and Virtual Routing. They are not part of the calculations found in the standard CMS dictionary.

Calculation name

Calculation

Description

Database tables

% Aban

100 * (sum(ABNCALLS) / sum(INCALLS))

The number of the total calls to all VDNs on a selected ACD that abandoned, expressed as a percentage.

Used in daily reports.

vdn

% Busy

100 * (sum(BUSYCALLS) / sum(INCALLS))

The number of the total calls to all VDNs on a selected ACD that were busy, expressed as a percentage. Used in daily reports.

vdn

% Disconnect

100 * (sum(DISCCALLS) / sum(INCALLS))

The number of the total calls to all VDNs on a selected ACD that were disconnected, expressed as a percentage. Used in daily reports.

vdn

% Aban

100 * ABNCALLS / INCALLS

The number of the total calls to a VDN that abandoned, expressed as a percentage. Used in interval, weekly, and monthly reports.

vdn

% Busy

100 * BUSYCALLS / INCALLS

The number of the total calls to a VDN that were busy, expressed as a percentage. Used in interval, weekly, and monthly reports.

vdn

% Flow Out

100 * OUTFLOWCALLS / INCALLS

The number of the total calls to a VDN that were redirected to another VDN, expressed as a percentage. Used in interval, weekly, and monthly reports.

vdn

% Agent Occup (Group) w/ACW

100 * (sum(I_RINGTIME + I_ACDTIME + I_ACDOTHERTIME + I_ACDAUX_OUTTIME + I_ACDAUXINTIME + I_ACWTIME) / (sum(TI_STAFFTIME – TI_AUXTIME + I_ACDAUX_OUTTIME + I_ACDAUXINTIME))

The percentage of an agent or agent group's occupancy, including after call work time. This calculation is used in interval, daily, weekly, and monthly Historical Agent Summary and Agent Group Summary reports. When it is used in an Agent Summary report, the field is % Agent Occup.

agent

% Agent Occup (Group) w/o ACW

100 * (sum(I_RINGTIME + I_ACDTIME + I_ACDOTHERTIME + I_ACDAUX_OUTTIME + I_ACDAUXINTIME) / (sum(TI_STAFFTIME – TI_AUXTIME + I_ACDAUX_OUTTIME + I_ACDAUXINTIME))

The percentage of an agent or agent group's occupancy, excluding after call work time. This calculation is used in interval, daily, weekly, and monthly Historical Agent Summary and Agent Group Summary reports. When it is used in an Agent Summary report, the field is % Agent Occup.

agent