Lucent Technologies DEFINITY Enterprise Communications Server Release 8 Guide To ACD Call Centers

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-187 VuStats 
3
—Data Type
 — Specify data types to define what data is displayed for each 
object type. You can specify up to 10 data types for each display. See 
‘‘
Tables of Data Types’’ on page 3-192 for a description of data types 
associated with each object type. 
—Period 
— Set the amount of time to be used to collect the historical data 
for display. Set this field to day...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-188 VuStats 
3
Screen 3-2. Format Description Example
If the data for a field is too large for the number of data field characters 
entered, VuStats displays asterisks. If name database items are too large for 
the number of data field characters, VuStats truncates the data. VuStats also 
displays Split Objective (assigned on the Hunt Group form) as asterisks if 
the information...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-189 VuStats 
3
n10, 20, 30, 60, 120
 — The display updates every 10, 20, 30, 60, 
or 120 seconds.
—On Change
 — Specify whether the display will update whenever the 
agent changes work state. Set this field to y
 or n
. If set to y, the display 
updates when the agent changes state and updates according to the Update 
Interval.
—Display Interval
 — Administer only if you specified...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-190 VuStats 
3
Data Type
Data type defines what data is displayed for an object type. For example, for an agent 
object type, VuStats can display information agents are interested in, such as the total 
number of calls the agent has answered since login, the average time the agent has spent 
on ACD calls, the number of agents available to receive calls for a split, and the percent...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-191 VuStats 
3
Display Linking
Link display formats to increase the amount of information users can view. For example, 
link a display of information for an agent’s first split to a display of information for the 
agent’s second split. Or, link a display of information about the work states of all agents on 
a split linked to another display of information about calls waiting,...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-192 VuStats 
3
Figure 3-7. Fields that Determine When Information Updates on the VuStats Display
Most display features that use the second line of a 2-line display or the first line of a 1-line 
display overwrite and cancel VuStats. Reason Codes and Call Work Codes only suspend 
VuStats; when the prompt is removed, the VuStats display reappears.
User press the normal button to...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-193 VuStats 
3
average-acd-call- time The average of hold-time plus talk-time. None
average-acd-talk- time The average time a specific agent has spent 
talking on completed ACD calls during a 
specified time period for all internally-measured 
splits/skills that the agent was logged into. This 
does not include the time a call was ringing or 
was on hold at an agent’s...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-194 VuStats 
3
shift-aux-time-3 The amount of time an agent has spent in AUX 
work mode for Reason Code 3 during the 
administered period.None
shift-aux-time-4 The amount of time an agent has spent in AUX 
work mode for Reason Code 4 during the 
administered period.None
shift-aux-time-5 The amount of time an agent has spent in AUX 
work mode for Reason Code 5 during the...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-195 VuStats 
3
split-acceptable- 
service-levelThe number of seconds within which calls must 
be answered to be considered acceptable. 
Identified on a per-hunt group basis. Timing 
begins when the call enters the hunt group queue.Split Status: Acceptable 
Service Level
split-acd-calls Split/skill calls and direct agent calls answered 
by an agent.System Status/Split 
Report/Split...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-196 VuStats 
3
split-agents-in-aux-8 For a specific skill, the number of agents 
currently in Aux work mode with Reason Code 
8.None
split-agents-in-aux-9 For a specific skill, the number of agents 
currently in Aux work mode with Reason Code 
9.None
split-agents-in-aux- all For a specific split/skill, the total number of 
agents currently in Aux work mode for all 
Reason...