acd-calls

Skill and direct calls for the agent. Select a data collection period for this data type.

agents-available

The number of available agents in a skill.

agents-in-aux-all

The total number of agents in a skill who are currently in Aux work mode for all reason codes.

agents-staffed

The number of agents that are currently logged in a skill.

average-acd-talk-time

The average time the agent spent talking on ACD calls during the administered time interval. Select a data collection period and a time format for this data type.

average-speed-of-answer

The average speed of answering skill and direct agent calls. Select a data collection period and time format for this data type.

call-rate

The current number of ACD calls that each agent handles every hour for all skills.

calls-waiting

The number of unanswered, unprocessed, or outflowed calls the Routing Core Server directed to a skill.

oldest-call-waiting

The waiting time for the oldest call in the queue. Select a time format for this data type.

percent-in-service-level

The percentage of calls the agent answered within the administered service level for a skill.

skill-number

Skill number you configure on the Skills screen. In Ref, select the required skill number.

total-after-call-time

The total time the agent spent in ACW work mode for any skill during a specific time. The total time excludes the time spent on incoming or outgoing extension calls.

total-aux-time

The total time the agent spent in Aux work mode for all skills that the agent was logged in to.

If the agent entered Aux work mode in one VuStats collection interval but switched to another mode in the next interval, the contact center tracks the time spent in each interval.