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 
3-197 VuStats 
3
split-average-after- 
call-timeThe average time for call-related ACW 
completed by agents for this split (the same as 
average-after-call-time, but only available for 
agent and agent-extension object types). 
Call-related ACW time is recorded when an 
agent leaves the ACW state. If an agent is in 
call-related ACW when an interval completes, all 
of the ACW time...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-198 VuStats 
3
split-number The administered number for a split/skill. Split Report/Split Status: 
Split Name System Status: 
SPLIT
split-objective The administered objective for a split/skill. None
split-oldest-call- waiting The time the oldest call has been waiting for a 
specific split/skill.System Status: OLDEST 
CALL
split-percent-in- 
service-levelFor a specific split/skill,...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-199 VuStats 
3
total-available-time The time an agent was available in at least one 
split/skill.Agent Report: TOTAL 
AVAIL TIME
total-hold-time The total amount of time ACD calls were on hold 
at a specific agent’s phone. This time is the 
“caller’s hold time” and is independent of the 
agent’s state. This time does not include hold 
time for non-ACD calls on hold.Agent Report:...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-200 VuStats 
3
agents-in-aux-2 The number of agents currently in Aux work 
mode for Reason Code 2 for the referenced 
skill.None
agents-in-aux-3 The number of agents currently in Aux work 
mode for Reason Code 3 for the referenced 
skill.None
agents-in-aux-4 The number of agents currently in Aux work 
mode for Reason Code 4 for the referenced 
skill.None
agents-in-aux-5 The number...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-201 VuStats 
3
agents-in-other The number of agents who currently: are on a 
call for another split, are in ACW work mode 
for another split, have a call on hold but are not 
in another state, or have a call ringing at their 
terminal, or are dialing a number from AI/MI 
mode.Split Status: Other
agents-on-acd-calls The number of agents currently on split/skill or 
direct agent ACD...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-202 VuStats 
3
calls-flowed-in The total number of calls for a specific split 
that were received as a coverage point 
(intraflowed) from another 
internally-measured split, or were 
call-forwarded (interflowed) to the split. This 
does not include calls that were interflowed 
from a remote switch by the Look Ahead 
Interflow feature.Split Report/Split 
Summary Report: FLOW 
IN...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-203 VuStats 
3
total-after-call-time The total time agents spent in call-related or 
non-call-related ACW for any split during a 
specific time period.Split Report/Split 
Summary Report: 
TOTAL AFTER CALL
total-aux-time The total time agents spent in AUX work mode 
for all Reason Codes for the referenced 
split/skill during the administered period.Split Report/Split 
Summary...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-204 VuStats 
3
calls-forced-busy-or- disc The number of calls given forced busy or forced 
disconnect.VDN Status/VDN 
Report/VDN Summary 
Report: CALLS 
BUSY/DISC
calls-offered All calls offered to a VDN, including ACD calls, 
connected calls, abandoned calls, busy calls (calls 
that received a busy signal), disconnected calls 
(calls disconnected by the switch), and outflow...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-205 VuStats 
3
Table 3-57. Trunk Group Data Types 
VuStats Data Type DescriptionBCMS Report: Field 
Name/Column 
Heading
average-incoming-
call-timeAverage holding time for incoming trunk calls. Trunk Group: 
INCOMING TIME
average-outgoing-call-time Average holding time for outgoing trunk calls. Trunk Group: 
OUTGOING TIME
incoming-abandoned-calls Incoming calls abandoned during a...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-206 VuStats 
3
Considerations
Some VuStats data is accumulated for an agent’s login session. This shift data clears either 
at midnight or the next time the agent logs in depending upon how the system is 
administered. If the data clears at login and agents log out to go to lunch, the system clears 
their accumulated data when they log back in after lunch.
To accumulate a full...