Date

The current date and time. Updated every 30 seconds or when UPDATE is pressed.

SPLIT NAME

The name of the split being reported. If no name is administered, the split extension appears as “EXTxxxxx”. Splits appear in split number order.

CALLS WAIT

The number of calls currently waiting in this split’s queue. Direct Agent Calls are preceded by an asterisk. This field is real-time status data.

OLDEST CALL

The amount of time that the oldest call has waited in queue. Real-time status data.

AVG SPEED ANS

The average time required for an answer in this split during the current period, including time in queue and time ringing at the agent’s voice terminal. Intraflow calls (those that overflow from one ACD split to another split) will not have queue time from previous splits included in the average. The calculation is: Total Answer Time/Total Automatic Call Distribution (ACD) Calls. This is measurement data and includes only completed calls.

AVAIL AGENT

The number of agents in this split currently available to receive an Automatic Call Distribution (ACD) call from this split. Real-time status data.

ABAND CALLS

The number of calls abandoned during the current period. This is measurement data.

AVG ABAND TIME

The average time abandoned calls waited in queue before abandoning during the current period. The calculation is: Total Abandon Time/Total Calls Abandoned. This is measurement data and includes only completed calls.

ACD CALLS

The number of ACD calls handled by this split during the current period. This includes calls that intraflow into the split. This is measurement data.

AVG TALK TIME

The average talk time for ACD calls handled by this split during the current period. This does not include ring time at the agents’ voice terminal. The calculation is: Total ACD Talk Time/Number of ACD Calls. This is measurement data and includes only completed calls.

AVG AFTER CALL

The average After Call Work (ACW) time for ACD calls handled by this split during the current period. ACD calls with no ACW time are included in the average. Time spent on direct incoming or outgoing calls while in ACW are not included in the average. The calculation is: (Total ACW Time – Total ACW Incoming Time – Total ACW Outgoing Time)/Total ACD Calls. This is measurement data and includes only completed calls.

% IN SERV LEVL

Percent in Service Level for a particular skill. It is the percentage of calls that were offered to the skill that were answered within the administered Service Level time according to the service agreement (for example, 80% of the calls within 20 seconds. If all calls were answered in that time, the value for the IN SERV LEVL would be 100%). The administered service level is defined on the hunt group form.

Split

The number of the split requested. This is translation data.

Split Name

The name of the split requested. If no name exists, EXT xxxxx appears.

Date

The current date and time, updated every 30 seconds or when the UPDATE key is pressed.

Calls Waiting

The number of calls currently waiting in this split’s queue. Direct Agent Calls are preceded by an asterisk. This is real-time status data.

Oldest Call

The time in minutes: seconds that the current oldest call has waited in this split’s queue. This is real-time status data.

Staffed

The number of agents currently logged into this split. This is real-time status data.

Avail

The number of agents currently available to receive an ACD call in this split. Agents are in the Auto-in or Manual-in work modes and are not currently on a call. If the agent is on another split’s call or in ACW for another split, this agent is not listed as available and will not be recorded here. This is real-time status data.

ACD

The number of agents in this split currently on an Automatic Call Distribution (ACD) call for this split. This includes ACD calls handled by this split that arrive as coverage from another split. This also includes outbound calls (Outgoing Call Manager) distributed through the ACD. If an agent puts an ACD call on hold, but does not enter another state (for example, the agent does not enter the AVAIL state), the agent is still seen as in the ACD state. This is real-time status data.

ACW

The number of agents in this split currently in After Call Work (ACW) split. This is real-time status data.

AUX

The number of agents in this split currently in AUX work for this split. If an agent is on another split’s call or in ACW for another split, this agent is not considered in AUX work and is not recorded here. This is real-time status data.

Extn

The number of agents in this split currently on non-ACD calls, incoming or outgoing directly to/from their extensions. If the agents are also in ACW or AUX they are recorded as Extn rather than ACW or AUX. This is real-time status data.

Other Split

The number of agents in this split on another split’s call or in ACW for another split. Used if agents belong to multiple splits. This is real-time status data.

Agent

The name of the agent associated with the extension. If no name exists this field is blank.

EXT

The agent’s extension. This field is translation data.

STATE

The current state of the agent for this split. Possible states are Avail, ACD, ACW, AUX, Extn In, Extn Out, OtherSplit, and Unstaff. This is real-time status data.

TIME

The clock time at which the agent entered the current state. This is real-time status data.

ACD CALLS

The number of ACD calls (inbound and outbound), that the agent has completed for this split during the current period (half-hour or one-hour). If the maximum number of 255 calls exceeded, 255 appears. This is measurement data.

EXTN IN CALLS

The number of non-ACD incoming calls that the agent has received and completed during the current period, maximum 255. This is measurement data.

EXTN OUT CALLS

The number of outgoing non-ACD calls that the agent has completed during the current period, maximum 255. This is measurement data.

Date

The current date and time (updated every 30 seconds or when Update is pressed).

VDN NAME

The name of the VDN being reported. If the VDN does not have a name administered, this field displays EXT ## where ## is the VDN extension.

CALLS WAIT

The number of calls that encountered this VDN and have not been answered, abandoned, outflowed, or forced busy/disc. Includes calls in queues, in vector processing, and ringing at an agent telephone.

OLDEST CALL

The time the oldest call currently waiting has waited in the VDN. Timing starts when the call enters the VDN.

ACD CALLS

The number of completed ACD calls answered in a BCMS-measured split. The split may have been reached via the queue-to-main, check backup, route-to, messaging split, or adjunct routing commands. Includes Direct Agent calls (EAS only).

AVG SPEED ANS

The average speed of answer for ACD and connect calls (see CONN CALLS below) that have completed for this VDN during the current period. This includes the time in vector processing, in a split queue, and time ringing. The calculation is:

Total Answer Time / (Total ACD Calls + Total CONNect CALLS)

Answer time for a call is recorded when the call ends. For example, if a call originates in interval x, is answered in interval y, and ends in interval z, the associated answer and talk times are recorded in interval z.

ABAND CALLS

The number of calls to this VDN that have abandoned before being answered during the current period. This includes VDN calls that were routed to an attendant, telephone, or announcement, and abandoned before being answered.

AVG ABAND TIME

The average time abandoned calls waited before abandoning during the current period. The calculation is:

Total Abandon Time / Total Calls Abandoned

AVG TALK / HOLD

The average talk time for ACD calls completed by this VDN during the current period. This does not include ring time, but it does include any time the caller spent on Hold. The calculation is:

Total Talk Time / ACD Calls

CONN CALLS

The number of completed calls that were routed to a telephone, attendant, announcement, messaging split, or call pickup and were answered there.

FLOW OUT

The number of calls that were routed to another VDN or to a trunk, including successful look-ahead attempts.

CALLS BUSY / DISC

The number of calls that were forced busy or forced disconnect during the current interval. This value includes:

• Calls that encountered a busy or disconnect vector step

• Calls disconnected by a stop vector step

• Calls forwarded to a split with a full queue

• Calls forwarded to a split with no available agents and no queue

This value does not include abandoned calls.

% IN SERV LEVL

The percent of calls offered that completed and were answered within the acceptable service level defined on the VDN screen. The calculation is:

(accepted * 100) / calls offered

calls offered is defined as:

acdcalls + flowout calls + abandoned + connect + busy / disc

accepted is the number of ACD and CONNect calls that were answered within the administered service level. This field is blank if no calls were recorded for this time interval. This field is also blank if no Acceptable Service Level has been administered on the VDN screen.