ACW_AUX_OUT_ADJ

ACWAUXOUTADJCALLS + AUXOUTADJCALLS

Off-communication server calls by adjunct while in ACW or AUX

ACW_AUX_OUT_CALLS

ACWOUTOFFCALLS + AUXOUTOFFCALLS

All off-communication server calls placed while in ACW or AUX

AGENTS_ON_EXT_CALLS

(ONACWIN + ONAUXIN + ONACWOUT + ONAUXOUT)

Agents on extension calls

ART (Actual Relative to Target)

(100*TARGETACDCALLS / CALLSOFFERED) - TARGETPERCENT

This calculation determines the actual service level as compared to the target service level percentage.

AVG_ABANDON_TIME

ABNTIME / ABNCALLS

Average time to abandon

AVG_ABANDON_TIME_SUM

sum(ABNTIME) / sum(ABNCALLS)

Total average abandon time

AVG_ACD_TALK_TIME

ACDTIME / ACDCALLS

Average ACD talk time

AVG_ACD_TALK_TIM_SUM

sum(ACDTIME) / sum(ACDCALLS)

Total average ACD talk time

AVG_ACW_TIME

ACWTIME / ACDCALLS

Average ACW time

AVG_ACW_TIME_SUM

sum(ACWTIME) / sum(ACDCALLS)

Total average ACW time

AVG_ACWAUX_OUT_CALLS

sum(ACWOUTOFFTIME + AUXOUTOFFTIME) / sum(ACWOUTOFFCALLS + AUXOUTOFFCALLS)

Average time for off-communication server calls while in ACW or AUX

AVG_AGENT_ACW_SUM

sum(TOTAL_ACWTIME) / sum(TOTAL_ACDCALLS)

Total average agent ACW time

AVG_AGENT_ACW_TIME

TOTAL_ACWTIME / TOTAL_ACDCALLS

Average ACW time

AVG_AGENT_TALK_SUM

sum(TOTAL_ACDTIME) / sum(TOTAL_ACDCALLS)

Total average agent ACD talk time

AVG_AGENT_TALK_TIME

TOTAL_ACDTIME / TOTAL_ACDCALLS

Average agent ACD talk time

AVG_ANSWER_SPEED

ANSTIME / ACDCALLS

Average speed of answer

AVG_ANSWER_SPEED_SUM

sum(ANSTIME) / sum(ACDCALLS)

Total average answer speed

AVG_CONNECT_TIME

CONNECTTIME / CONNECTCALLS

Average amount of time for a non-ACD call to connect to agent

AVG_CONNECT_TIME_SUM

sum(CONNECTTIME) / sum(CONNECTCALLS)

Total average amount of time for a non-ACD call to connect to agent

AVG_DEQUE_ACD_TIME

DEQUETIME / DEQUECALLS

Average talk time for calls queued to a split and elsewhere

AVG_EQV_AG_STFD

(TOTAL_I_ACDACW + TOTAL_I_ACDHOLD + TOP_AVAUXTIME + FTEA_AVAUX) / (INTRVL * 60)

Average positions staffed for this skill across all call handling preferences

AVG_HOLD_TIME

HOLDTIME / HOLDCALLS

Average hold time

AVG_HOLD_TIME_SUM

sum(HOLDTIME) / sum(HOLDCALLS)

Total average hold time

AVG_INB_ACD_TIME

(TOTAL_ACDTIME - O_ACDTIME) / (TOTAL_ACDCALLS - O_ACDCALLS)

Average inbound ACD time

AVG_INB_ACW_TIME

(TOTAL_ACWTIME - O_ACWTIME) / INBOUND_ACDCALLS

Average inbound ACW time

AVG_INB_ACD_TIME_SUM

(sum(TOTAL_ACDTIME - O_ACDTIME)) / INBOUND_ACDCALLS

Average inbound ACD time

AVG_INB_ACW_TIME_SUM

(sum(TOTAL_ACWTIME- O_ACWTIME))/ INBOUND_ACDCALLS

Average inbound ACW time

AVG_OUTB_ACD_SUM

sum(O_ACDTIME) / sum(O_ACDCALLS)

Total outbound average ACD talk time

AVG_OUTB_ACD_TIME

O_ACDTIME / O_ACDCALLS

Outbound average ACD talk time

AVG_OUTB_ACW_SUM

sum(O_ACWTIME) / sum(O_ACDCALLS)

Total outbound average ACW talk time

AVG_OUTB_ACW_TIME

O_ACWTIME / O_ACDCALLS

Outbound average ACW talk time

AVG_POS_STAFF

I_STAFFTIME / (INTRVL * 60)

Average positions staffed

AVG_POS_STAFF_SUM

sum(I_STAFFTIME) / sum(INTRVL * 60)

Total average positions staffed

AVG_TALK_TIME_IN

(ACWINTIME + AUXINTIME) / (ACWINCALLS + AUXINCALLS)

Extension in calls average talk time

AVG_TALK_TIME_IN_SUM

sum(ACWINTIME + AUXINTIME) / sum(ACWINCALLS + AUXINCALLS)

Extension in calls total average talk time

AVG_TALK_TIME_OUT

(ACWOUTTIME + AUXOUTTIME) / (ACWOUTCALLS + AUXOUTCALLS)

Extension out calls average talk time

AVG_TALK_TIME_OUT_SUM

sum(ACWOUTTIME + AUXOUTTIME) / sum(ACWOUTCALLS + AUXOUTCALLS)

Extension out calls total average talk time

AVG_TOP_STAFF

(TOTAL_I_ACDACW + TOTAL_I_ACDHOLD + TOPAVAUXTIME) / (INTRVL * 60)

Average positions staffed for EAS, making use of the top agent concept to avoid double-+counting agents' time when they are staffed in multiple skills

AVG_TOP_STAFF_SUM

sum(TOT_I_ACDACW_SUM + TOT_I_ACDHOLD_SUM + TOP_AVAUXTIME_SUM)/sum(INTRVL*60)

Average positions staffed for EAS, summed over all records found in the search, making use of the top agent concept to avoid double-counting agents' time when they are staffed in multiple skills

AVG_TRK_HOLD_IN_SUM

sum(INTIME) / sum(INCALLS)

Inbound total average trunk holding time

AVG_TRK_HOLD_OUT_SUM

sum(OUTTIME) / sum(OUTCALLS)

Outbound total average trunk holding time

AVG_TRK_HOLD_TIME

(INTIME + OUTTIME) / (INCALLS + OUTCALLS)

Average trunk holding time

AVG_TRK_HOLD_TIME_IN

INTIME / INCALLS

Inbound average trunk holding time

AVG_TRK_HOLD_TIM_OUT

OUTTIME / OUTCALLS

Outbound average trunk holding time

AVG_VDN_ACD_SK1_TIME

SKILLTIME1/SKILLCALLS1

Average time spent on calls for VDN skill preference 1

AVG_VDN_ACD_SK2_TIME

SKILLTIME2/SKILLCALLS2

Average time spent on calls for VDN skill preference 2

AVG_VDN_ACD_SK3_TIME

SKILLTIME3/SKILCALLS3

Average time spent on calls for VDN skill preference 3

AVG_VDN_ACW_SK1_TIME

SKILLACWTIME1/SKILLCALLS1

Average time spent in ACW for VDN skill preference 1

AVG_VDN_ACW_SK2_TIME

SKILLACWTIME2/SKILLCALLS2

Average time spent in ACW for VDN skill preference 2

AVG_VDN_ACW_SK3_TIME

SKILLACWTIME3/SKILLCALLS3

Average time spent in ACW for VDN skill preference 3

AVG_VDN_TIME

INTIME / INCALLS

Average VDN time

AVG_VDN_TIME_SUM

sum(INTIME) / sum(INCALLS)

Total average time in VDN

AVG_VEC_TIME

INTIME / INCALLS

Average vector time

AVG_VEC_TIME_SUM

sum(INTIME) / sum(INCALLS)

Total average vector time

BUSY_DISCONNECT

BUSYCALLS + DISCCALLS

Number of calls that were busy and disconnected

CALLS_PER_POS

(60 * INTRVL * ACDCALLS) / I_STAFFTIME

Calls per position staffed

CALLS_PER_POS_SUM

(sum(60 * INTRVL) * sum(ACDCALLS))/ sum(I_STAFFTIME

Total calls per position

CALLS_WAITING

INQUEUE + INRING

Number of calls ringing and queued for split/skill

CCS_TIME_INBOUND

I_INOCC/100

CCS trunk time attributed to inbound calls

CCS_TIME_OUTBOUND

I_OUTOCC/100

CCS trunk time attributed to outbound calls

DEDICATED_AGENT

FTE_AGENTS + TSTAFFED

Number of agents considered dedicated to this skill

EXT_CALL_IN

(ACWINCALLS + AUXINCALLS)

Incoming extension calls

EXT_CALL_OUT

(ACWOUTCALLS + AUXOUTCALLS)

Outgoing extension calls

EXT_IN_TIME

(I_ACWINTIME + I_AUXINTIME)

Time on incoming extension calls

EXT_OUT_TIME

(I_ACWOUTTIME + I_AUXOUTTIME)

Time on outgoing extension calls

FACTIVE_AG

FAGINRING + FONACD + FINACW

The number of flex agents on ACD calls, ringing, or in ACW for this skill

FTE_AGENTS

TOT_PERCENTS / 100

Number of full-time equivalent agents staffed for this skill

FTEA_AVAUX

(I_AVAILTIME + I_AUXTIME) * (MAX_FTE_AGENTS / MAXSTAFFED)

Proportion of non-ACD time for this skill for percent allocated (PCNT) agents

I_SUM_TIME

I_ACDTIME + I_ACWTIME + I_OTHERTIME + I_RINGTIME + I_DA_ACDTIME + I_ DA_ACWTIME

Intermediate time used to calculate INT_AUXTIME

IAUXTIME_REMAINING

(sum(I_AUXTIME)

-sum(I_AUXTIME1)

-sum(I_AUXTIME2)

-sum(I_AUXTIME3)

-sum(I_AUXTIME4)

-sum(I_AUXTIME5)

-sum(I_AUXTIME6)

-sum(I_AUXTIME7)

-sum(I_AUXTIME8)

-sum(I_AUXTIME9)

-sum(I_AUXTIME0))

The amount of time that agents have spent in the AUX work mode in a split/skill for AUX reason codes 10-99

INAUX_REMAINING

(INAUX-INAUX0-INAUX1-INAUX2-INAUX3-INAUX4-INAUX5-INAUX6-INAUX7-INAUX8-INAUX9)

The number of agents in the AUX work mode in a split/skill for AUX reason codes 10-99

INBOUND_ACDCALLS

(sum (TOTAL_ACDCALLS - O_ACDCALLS))

Total inbound ACD calls

INT_AUXTIME

I_STAFFTIME - I_AVAILTIME - (I_SUM_TIME)

Agent time in AUX work in a single split/skill

INTRVL_END_TIME

STARTTIME + INTERVL

Time of the end of an interval

MAIN_ACD_CALLS

ACDCALLS - BACKUPCALLS

Calls answered for main split/skill

MAX_DEDICATED_AGT

MAX_FTE_AGENTS + MAXTOP

Maximum agents (top agents plus full-time equivalent agents) considered dedicated to this skill

MAX_FTE_AGENTS

MAX_TOT_PERCENTS / 100

Maximum number of full-time equivalent agents on this skill

NON_TOP_STAFFED_AGTS

STAFFED - TSTAFFED

Agents staffed who are not top agents

PCNT_AGSURP

100*(AGSURPDELIVERIES)/(AGSURPDELIVERIES+CALLSURPDELIVERIES)

Percentage of the calls delivered upon agent surplus condition.

PCNT_AGSURP_PREF

100 * (AGSURPPREFCALLS) /(AGSURPDELIVERIES)

Percentage of the calls delivered to preferred agents upon agent surplus condition.

PCNT_AGSURP_PREF_SUM

100 * sum(AGSURPPREFCALLS) /sum(AGSURPDELIVERIES)

Total percentage of the calls delivered to preferred agents upon agent surplus condition.

PCNT_AGSURP_SUM

100 * sum(AGSURPDELIVERIES) /sum(AGSURPDELIVERIES + CALLSURPDELIVERIES)

Total percentage of the calls delivered upon agent surplus condition.

PCNT_CALLSURP

100 * (CALLSURPDELIVERIES) /(AGSURPDELIVERIES + CALLSURPDELIVERIES)

Percentage of the calls delivered upon call surplus condition.

PCNT_CALLSURP_SUM

100 * sum(CALLSURPDELIVERIES) / sum(AGSURPDELIVERIES+CALLSURPDELIVERIES)

Total percentage of the calls delivered upon call surplus condition.

PERCENT_ACD_TIME

100 * ((I_ACDTIME + I_ACWTIME) / I_STAFFTIME)

Percentage of time agents spend on split/skill ACD calls and in ACW

PERCENT_ACD_TIME_SUM

100 * (sum(I_ACDTIME + I_ACWTIME) / sum(I_STAFFTIME))

Total percentage of time agents in spend on split/skill ACD calls and in ACW

PERCENT_ALL_BUSY

100 * (ALLINUSETIME / SECS_PER_DAY)

Percentage of time all trunks in use

PERCENT_ALL_BUSY_D

100 * (ALLINUSETIME / d_secs.SECSPERDAY)

Percentage of time all trunks in use in the day

PERCENT_ALL_BUSY_I

100*(ALLINUSETIME)/

(INTERVL*60)

Percentage of time all trunks were busy in interval

PERCENT_ALL_BUSY_M

100 * (ALLINUSETIME /m_secs.SECSPERMN)

Percentage of time all trunks in use in the month

PERCENT_ALL_BUSY_W

100 * (ALLINUSETIME /w_secs.SECSPERWK)

Percentage of time all trunks in use in the week

PERCENT_ALL_BUSY_SUM

100 * (sum(ALLINUSETIME) / sum(SECS_PER_DAY))

Percentage of time all trunks in use

PERCENT_AL_BSY_SUM_D

100 * (sum(ALLINUSETIME) / sum(d_secs.SECSPERDAY))

Percentage of time all trunks in use during the day

PERCENT_AL_BSY_SUM_M

100 * (sum(ALLINUSETIME) / sum(m_secs.SECSPERMN))

Percentage of time all trunks in use during the month

PERCENT_AL_BSY_SUM_W

100 * (sum(ALLINUSETIME) / sum(w_secs.SECSPERWK))

Percentage of time all trunks in use during the week

PERCENT_ALL_MBUSY_I

100*(MBUSYTIME)/(INTERVL*60 *TRUNKS

Percent of time all trunks were maintenance busy

PERCENT_AUX_WORK

100 * (I_AUXTIME / I_STAFFTIME)

Percentage time agents spent in AUX

PERCENT_AUX_WORK_SUM

100 * (sum(I_AUXTIME) / sum(I_STAFFTIME))

Total percentage time agents spent in AUX

PERCENT_CALL_ABAN

100 * (ABNCALLS / (CALLSOFFERED))

Percentage of calls offered that abandoned

PERCENT_CALL_ANS

100 * (ACDCALLS / CALLSOFFERED)

Percentage of calls offered that were answered

PERCENT_CALL_ANS_SUM

100 * (sum(ACDCALLS) / sum(CALLSOFFERED))

Total percentage of calls offered that were answered

PERCENT_MBUSY

100 * (MBUSYTIME / (SECS_PER_DAY * TRUNKS))

Percent of time trunks maintenance busy

PERCENT_MBUSY_D

100 * (MBUSYTIME / (d_secs.SECSPERDAY * TRUNKS))

Percent of time trunks were maintenance busy during the day

PERCENT_MBUSY_M

100 * (MBUSYTIME / (m_secs.SECSPERMN * TRUNKS))

Percent of time all trunks were maintenance busy during the month

PERCENT_MBUSY_W

100 * (MBUSYTIME / (w_secs.SECSPERWK * TRUNKS))

Percent of time all trunks were maintenance busy during the week

PERCENT_MBUSY_SUM_D

100 * (sum(MBUSYTIME) / (avg(d_secs.SECSPERDAY) * sum(TRUNKS)))

Percent of time all trunks were maintenance busy during the day

PERCENT_MBUSY_SUM_M

100 * (sum(MBUSYTIME) / (avg(m_secs.SECSPERMN) * sum(TRUNKS)))

Percent of time all trunks were maintenance busy during the month

PERCENT_MBUSY_SUM_W

100 * (sum(MBUSYTIME) / (avg(w_secs.SECSPERWK) * sum(TRUNKS)))

Percent of time all trunks were maintenance busy during the week

PERCENT_MBUSY_SUM

100 * (sum(MBUSYTIME) / (avg(SECS_PER_DAY) * sum(TRUNKS)))

Percent time trunks in were maintenance busy

PERCENT_SERV_LVL_SPL

100 * (ACCEPTABLE / CALLSOFFERED)

Percentage of calls answered in service level for split/skill

PERCENT_SERV_LVL_VDN

100 * (sum(ACCEPTABLE) / sum(INCALLS))

Percent of calls answered within service level for VDN

PERCENT_SERV_SPL_OUT

100 - PERCENT_SERV_LVL_SPL

Percent of calls to a split/skill outside of the service level

PERCENT_SERV_VDN_OUT

100 - PERCENT_SERV_LVL_VDN

Percent of calls to VDN outside service level

PERCENT_SK_AVAIL

100*(sum(I_AVAILTIME) / sum(TI_AVAILTIME)) / (sum(I_STAFFTIME) / sum(TI_STAFFTIME))

This calculation indicates the amount of time that an agent was available in all assigned skills. If an agent was assigned to the auto-reserve state for a skill, this number would be less than 100. For example, “83%” in this calculation indicates that the agent was available in all skills for 83% of the specified interval. In this calculation, a high number indicates that the auto-reserve state was rarely used while a low number indicates that the agent was almost entirely occupied with the auto-reserved skill.

PERCENT_SLVL_SPL_SUM

100 * (sum(ACCEPTABLE) / sum (CALLSOFFERED))

Percent of total split calls answered in service level

PERCENT_VDN_ABAN

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

Percent of calls abandoned

PERCENT_VDN_ANSCONN

100 * (sum(ACDCALLS + CONNECTCALLS) / sum(INCALLS))

Percent of calls answered for VDN

R1ACTIVE_AGT

R1AGINRING + R1ONACD + R1INACW

Number of Reserve 1 agents on ACD calls, ringing, or in ACW for this skill

R2ACTIVE_AGT

R2AGINRING + R2ONACD + R2INACW

Number of Reserve 2 agents on ACD calls, ringing, or in ACW for this skill

SECS_PER_DAY

(24 * 60 * 60)

Seconds per day

TIAUXTIME_REMAINING

(sum(TI_AUXTIME)

-sum(TI_AUXTIME1)

-sum(TI_AUXTIME2)

-sum(TI_AUXTIME3)

-sum(TI_AUXTIME4)

-sum(TI_AUXTIME5)

-sum(TI_AUXTIME6)

-sum(TI_AUXTIME7)

-sum(TI_AUXTIME8)

-sum(TI_AUXTIME9

-sum(TI_AUXTIME0))

The length of time that top agents have spent in the AUX work mode in a split/skill for reason codes 10-99

TINAUX_REMAINING

(TINAUX-TINAUX0-TINAUX1-TINAUX2-TINAUX3-TINAUX3-TINAUX4-TINAUX5-TINAUX6-TINAUX7-TINAUX8-TINAUX9)

The number of top agents in the AUX work mode in a split/skill for AUX reason codes 10-99

TOP_AVAUXTIME

I_TAUXTIME+I_TAVAILTIME+I_TOTHERTIME

Subcalculation that supports the AVG_TOP_STAFF calculation

Sum of the time top agents spent in AUX work and available

TOP_AVAUXTIME_SUM

sum (I_TAUXTIME+I_TAVAILTIME)

Subcalculation that supports the AVG_TOP_STAFF_SUM calculation

Sum of the time top agents spent in AUX work and available

TOT_I_ACDACW_SUM

sum(I_ACDTIME + I_ACWTIME + I_DA_ACDTIME + I_DA_ACWTIME + I_RINGTIME)

Subcalculation that supports the AVG_TOP_STAFF_SUM calculation

Sum of the ACD and ACW time for split/skill and direct agent calls, plus the (agent) ringing time for those calls

TOT_I_ACDHOLD_SUM

sum(I_ACDOTHERTIME + I_ACDAUXINTIME + I_ACDAUX_OUTTIME)

Subcalculation that supports the AVG_TOP_STAFF_SUM calculation

Sum of the time agents spent with ACD calls on hold

TOTAL_I_ACDACW

(I_ACDTIME + I_ACWTIME +I_DA_ACDTIME+I_DA_ACWTIME +I_RINGTIME)

Subcalculation that supports the new AVG_TOP_STAFF calculation

Sum of the ACD and ACW time for split/skill and direct agent calls, plus the (agent) ringing time for those calls

TOTAL_ACDCALLS

(ACDCALLS + DA_ACDCALLS)

Total split/skill and direct agent ACD calls

TOTAL_ACDTIME

(ACDTIME + DA_ACDTIME)

Total ACD time + DA ACD TIME

TOTAL_ACWTIME

(ACWTIME + DA_ACWTIME)

Total ACW time +DA

TOTAL_I_ACDTIME

(I_ACDTIME + I_DA_ACDTIME)

Total interval-based ACD time

TOTAL_I_ACDHOLD

I_ACDOTHERTIME + I_ACDAUXINTIME + I_ACD_ACDAUX_OUTTIME

Sum of the time agents spent with ACD calls on hold

TOTAL_I_ACWTIME

(I_ACWTIME + I_DA_ACWTIME)

Total interval-based ACW time