Split or skill tables

The number of CALLSOFFERED calls that are answered by an agent in the split/skill.

ACDCALLS = ACDCALLS1 through ACDCALLS10.

ACDCALLS includes ACCEPTABLE, ACDCALLS1 through ACDCALLS10, ACDCALLS_R1, ACDCALLS_R2, BACKUPCALLS, CONFERENCE, HIGHCALLS, HOLDCALLS, LOWCALLS, MEDCALLS, O_ACDCALLS, TOPCALLS, and TRANSFERRED.

This item is cumulative within the given skill and reflects the cumulative time the call spent processing in the specific skill.

Agent tables

The number of calls that are queued to SPLIT and answered by this agent in this SPLIT. ACDCALLS includes ACDCALLS_R1, ACDCALLS_R2, O_ACDCALLS and ACD_RELEASE.

This is a cumulative item.

Trunk group tables

The number of INCALLS that are answered by an agent as a split/skill or direct agent ACD call. ACDCALLS includes ACDCALLS_R1, ACDCALLS_R2, and BACKUPCALLS.

This is a cumulative item.

Trunk tables

The number of INCALLS that are answered by an agent as a split/skill or direct agent ACD call. ACDCALLS includes ACDCALLS_R1, ACDCALLS_R2.

This is a cumulative item.

Vector tables

The number of split/skill and direct agent ACD calls that are answered by an agent from “queue to,“ “check,” “messaging split/skill,” “route to,” “split/skill” or “direct agent,” and “adj rout link” to split/skill or direct agent. ACDCALLS includes ACDCALLS_R1, ACDCALLS_R2, and BACKUPCALLS.

This is a cumulative item.

VDN tables

The number of split/skill and direct agent ACD calls that are answered by an agent from “queue to”, “check”, “messaging split/skill”, “route to” split/skill or direct agent, and “adj rout link” to split/skill or direct agent. ACDCALLS includes ACDCALLS_R1, ACDCALLS_R2, ACCEPTABLE, ACCEPTABLEACC, ANSCONNCALLS1 through ANSCONNCALLS10, ANSCONNCALLSACC1 through ANSCONNCALLSACC10, BACKUPCALLS, and TRANSFERRED.

This item is cumulative within the given VDN and reflects the cumulative time the call spent processing in the specific VDN.

Call work codes tables

The number of times that this call work code was entered while an agent was on a split/skill or direct agent ACD call or in call-related ACW.

This is a cumulative item.