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 will be recorded for the interval 
in which the agent leaves ACW.System Status: AVG 
AFTER CALL
split-average-speed- 
of-answerThe average speed for answering split and direct 
agent ACD calls that have completed for a 
specified split/skill.System Status/Split 
Report/Split Summary 
Report: AVG SPEED 
ANS
split-average-time-to- 
abandonThe average time calls waited in queue and 
ringing before abandoning.System Status/Split 
Report/Split Summary 
Report: AVG ABAND 
TIME
split-call-rate The current rate of ACD calls handled per agent 
per hour for a specific split or skill.None
split-calls- abandoned The number of calls that abandoned from queue 
(provided this is the first split/skill queued to) or 
abandoned from ringing.System Status/Split 
Report/Split Summary 
Report: ABAND CALLS
split-calls-flowed-in The total number of calls for a specific split/skill 
that were received as a coverage point 
(intraflowed) from another internally-measured 
split/skill, or were call-forwarded (interflowed) 
to the split/skill.Split Report/Split 
Summary Report: FLOW 
IN
split-calls-flowed-out The total number of calls for a specific split/skill 
that successfully extended to the split/skill’s 
coverage point, were call-forwarded out, or were 
answered via call pick-up.Split Report/Split 
Summary Report: FLOW 
OUT
split-calls-waiting The number of calls that have encountered a split 
but have not been answered, abandoned, or 
outflowed.System Status: CALLS 
WAIT
split-extension The administered extension for a split. None
split-name The administered name for a split/skill. Split Report/Split Status: 
Split Name System Status: 
SPLIT
Table 3-54. Agent and Agent-Extension Data Types  — Continued
VuStats Data Type DescriptionBCMS Report: Field 
Name/Column 
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							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, the percentage of calls 
answered within the administered service level 
on the hunt group form.System Status/Split 
Report/Split Summary 
Report: % WITHIN 
SERVICE LEVEL
split-total-acd-talk- time For a specified split/skill, the total time agents 
spent talking on split/skill calls and direct agent 
calls for this split.None
split-total-after-call- time The total time an agent spent in call-related 
ACW for this split/skill and non-call-related 
ACW for any split/skill during a specific time 
period, excluding time spent on incoming or 
outgoing extension calls while in ACW.Split Report/Split 
Summary Report: TOTAL 
AFTER CALL
split-total-aux-time The total time an agent spent in AUX mode for 
this split/skill.Split Report/Split 
Summary Report: TOTAL 
AUX/OTHER
total-acd-call-time The total talk time plus the total hold time for 
split/skill and Direct Agent ACD calls.None
total-acd-talk-time The total time agents spent talking on split/skill 
calls and direct agent calls.None
total-after-call-time The total time an agent spent in call-related or 
non-call-related ACW for any split during a 
specific time period, excluding time spent on 
incoming or outgoing extension calls while in 
ACW. (With EAS, all non-call related ACW 
time is associated with the first skill logged into.)Agent Report/Agent 
Summary Report: TOTAL 
AFTER CALL
total-aux-time The total time an agent spent in AUX work for 
all splits/skills (simultaneously) that the agent 
was logged into. If an agent entered AUX in one 
interval, but ended AUX in another, each of the 
intervals will reflect the appropriate amount of 
time spent in the interval (agent reports also 
include OTHER time).Agent Report/Agent 
Summary Report: TOTAL 
AUX/OTHER
Table 3-54. Agent and Agent-Extension Data Types  — Continued
VuStats Data Type DescriptionBCMS Report: Field 
Name/Column 
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							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: TOTAL 
HOLD TIME
total-staffed-time The total amount of time an agent was logged 
into one or more splits/skills during a specific 
period/day. An agent is clocked for staff time as 
long as he or she is logged into any split.Agent Report: TOTAL 
TIME STAFFED
Table 3-55. Split Data Types 
VuStats Data Type DescriptionBCMS Report: 
Field 
Name/Column 
Heading
acceptable-service-level The 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/Split Report: 
Acceptable Service Level
acd-calls Split calls and direct agent calls answered by 
an agentSplit status/VDN 
Status/Agent Report: 
ACD CALLS
after-call sessions The number of times all agents have entered 
After Call Work (ACW).None
agents-available The number of agents currently available to 
receive ACD calls. This includes agents in 
Auto-In or Manual-In work mode.Split Status: Avail
agents-in-after-call The number of agents currently in ACW mode. Split Status: ACW
agents-in-aux-1 The number of agents currently in Aux work 
mode for Reason Code 1 for the referenced 
skill.None
Continued on next page
Table 3-54. Agent and Agent-Extension Data Types  — Continued
VuStats Data Type DescriptionBCMS Report: Field 
Name/Column 
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							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 
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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 of agents currently in Aux work 
mode for Reason Code 5 for the referenced 
skill.None
agents-in-aux-6 The number of agents currently in Aux work 
mode for Reason Code 6 for the referenced 
skill.None
agents-in-aux-7 The number of agents currently in Aux work 
mode for Reason Code 7 for the referenced 
skill.None
agents-in-aux-8 The number of agents currently in Aux work 
mode for Reason Code 8 for the referenced 
skill.None
agents-in-aux-9 The number of agents currently in Aux work 
mode for Reason Code 9 for the referenced 
skill.None
agents-in-aux-all The number of agents currently in Aux work 
mode for all Reason Codes for the referenced 
split/skill.Split Status: AUX
agents-in-aux-default The number of agents currently in Aux work 
mode for the default Reason Code (code 0) for 
the referenced split/skill.None
agents-in-aux-non- default The number of agents currently in Aux work 
mode for Reason Codes 1 through 9 for the 
referenced skill.None
Table 3-55. Split Data Types  — Continued
VuStats Data Type DescriptionBCMS Report: 
Field 
Name/Column 
Heading
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							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 calls for a specific split.Split Status: ACD
agents-on-extension- calls The number of agents in a specific split who 
are currently on non-ACD calls.Split Status: Extn
agents-staffed The number of agents currently logged into the 
specified split.Split Status: Staffed
average-acd-talk-time The average talk time for ACD calls during a 
specific period/day for a specified split.System Status/Split 
Report: AVG TALK 
TIME
average-after-call- time The average time for call-related ACW 
completed by agents in this split. 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 will be recorded for the interval in 
which the agent leaves ACW.System Status: AVG 
AFTER CALL
average-speed-of-  answer The average speed for answering split/skill and 
direct agent ACD calls that have completed for 
a specified split/skill during a specified time. 
This includes queue time and ringing time for 
this split.System Status/Split 
Report: AVG SPEED 
ANS
average-time-to- abandon The average time calls waited before 
abandoning.System Status/Split 
Report: AVG ABAND 
TIME
call-rate The current rate of ACD calls handled per 
agent per hour for all split/skills.none
calls-abandoned The number of calls that abandoned. System Status/Split 
Report: ABAND CALLS
Table 3-55. Split Data Types  — Continued
VuStats Data Type DescriptionBCMS Report: 
Field 
Name/Column 
Heading
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							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 
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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
calls-flowed-out The number of calls the split extended to its 
coverage point, calls that call-forward out or 
are answered by call pickup, calls that queued 
to this split as a primary split and were 
answered or abandoned from ringing in 
another split.Split Report/Split 
Summary Report: FLOW 
OUT
calls-waiting The number of calls that have encountered a 
split/skill but have not been answered, 
abandoned, or outflowed. System Status: CALLS 
WAIT
oldest-call-waiting The time the oldest call has been waiting in the 
split/skill. Timing begins when the call enters 
the split/skill.System Status: OLDEST 
CALL
percent-in-service- level The percentage of calls offered to the split that 
were answered within the service level 
administered on the hunt group form.System Status/Split 
Report/Split Summary 
Report: % IN SERV 
LEVL
split-extension The administered extension for a split. None
split-name The administered name for a split. Split Report/Split Status: 
Split Name System 
Status: SPLIT
split-number The administered number for a split. Split Report/Split Status: 
Split Name System 
Status: SPLIT
split-objective The administered objective for a split. None
total-acd-talk-time The total time agents spent talking on 
split/skill calls and direct agent calls for this 
split.None
Table 3-55. Split Data Types  — Continued
VuStats Data Type DescriptionBCMS Report: 
Field 
Name/Column 
Heading
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							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 
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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 Report: 
TOTAL AUX/OTHER
Table 3-56. VDN Data Types 
VuStats Data Type DescriptionBCMS Report: Field 
Name/Column 
Heading
acceptable-service- level The number of seconds within which calls must 
be answered to be considered acceptable. 
Identified on a per-VDN basis. Timing begins 
when the call enters the vector.VDN Status/VDN Report: 
Acceptable Service Level
acd-calls Split calls and direct agent calls answered by an 
agentVDN Status: ACD 
CALLS
average-acd-talk-time The average talk time for ACD calls during a 
specific period/day for a specified VDN.VDN Status/Split Report: 
AVG TALK HOLD
average-speed-of- answer The average speed for answering ACD and 
CONNect calls that have completed for a 
specified VDN during a specified time. This 
includes time in vector processing.VDN Status/VDN 
Report/VDN Summary 
Report: AVG SPEED 
ANS
average-time-to- abandon The average time calls waited before abandoning. VDN Status/VDN Report: 
AVG ABAND TIME
calls-abandoned The number of calls that abandoned. VDN Status/VDN 
Report/VDN Summary 
Report: ABAND CALLS
calls-flowed-out The total number of calls for a specific VDN that 
successfully routed to another VDN or off the 
switch.VDN Status/VDN 
Report/VDN Summary 
Report: FLOW OUT
Continued on next page
Table 3-55. Split Data Types  — Continued
VuStats Data Type DescriptionBCMS Report: 
Field 
Name/Column 
Heading
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							DEFINITY ECS Release 8
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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 
calls (calls directed to another VDN or off-switch 
destination).VDN Status/VDN 
Report/VDN Summary 
Report: CALLS 
OFFERED
calls-waiting The number of calls that have encountered a 
VDN, but have not been answered, abandoned, or 
outflowed.VDN Status: CALLS 
WAIT
non-acd-connected-calls The number of non-ACD calls routed from a 
specific VDN that were connected to an 
extension.VDN Status/VDN 
Report/VDN Summary 
Report: CONN CALLS
oldest-calling-waiting The time the oldest call has been waiting in the 
VDN. Timing begins when the call enters the 
vector.VDN Status: OLDEST 
CALL
percent-in-service- level The percentage of calls offered to the VDN that 
were answered within the service level 
administered for the VDN.VDN Status/VDN 
Report/VDN Summary 
Report: % IN SERV 
LEVL
total-acd-talk-time The total time agents spent talking on split/skill 
calls and direct agent calls.None
vdn-extension The extension of a vector directory number 
(VDN).VDN Status/VDN Report: 
VDN EXT
vdn-name The name of a vector directory number (VDN). VDN Status/VDN 
Summary Report: VDN 
NAME
Table 3-56. VDN Data Types  — Continued
VuStats Data Type DescriptionBCMS Report: Field 
Name/Column 
Heading
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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 specified 
time period for a specified trunk group. Trunk Group: 
INCOMING ABAND
incoming-calls Incoming calls carried by a specified trunk 
group.Trunk Group: 
INCOMING CALLS
incoming-usage The total trunk holding time for incoming calls in 
hundred call seconds.Trunk Group: 
INCOMING CCS
number-of-trunks The number of trunks in a specified trunk group. Trunk Group: Number of 
Trunks
outgoing-calls The number of outgoing calls carried by a 
specified trunk group.Trunk Group: 
OUTGOING CALLS
outgoing-completed- calls The number of outgoing calls that received 
answer supervision or answer timeout.Trunk Group: 
OUTGOING COMP
outgoing-usage The total trunk holding time for outgoing calls in 
hundred call seconds.Trunk Group: 
OUTGOING CCS
percent-all-trunks- busy The percent of time all the trunks in a specified 
trunk group were busy during a specified 
period/day. Timing for a call begins when the 
last trunk is seized.Trunk Group: % ALL 
BUSY
percent-trunks-maint-busy The percent of time trunks were busied out for 
maintenance during a specified period/day.Trunk Group: % TIME 
MAINT
trunk-group-name The name administered for a specific trunk 
group.Trunk Group: Trunk 
Group Name
trunk-group-number The number administered for a specific trunk 
group.Trunk Group: Trunk 
Group Number
trunks-in-use The number of trunks currently in use (not idle). None
trunks-maint-busy The number of trunks currently busied out for 
maintenance.None
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							DEFINITY ECS Release 8
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December 1999
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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 day’s statistics, you can require agents and supervisors to keep a 
running total of all their login sessions, or, to avoid this, use historical data, require agents 
to use AUX work mode when temporarily unavailable, or administer the system to clear 
shift data at midnight.
Interactions
nBCMS 
You must have BCMS activated to receive BCMS reports. VuStats displays data 
collected by BCMS, but BCMS need not be enabled for you to use VuStats.
nCall Prompting 
When Call Prompting digits are displayed, VuStats is canceled. When an agent 
reactivates VuStats, the VuStats display overwrites the Call Prompting display.
nCall Work Codes (CWC)
The CWC-display prompt suspends VuStats, so when the CWC prompt is 
removed, the VuStats display reappears.
If VuStats is activated while a CWC is being entered (that is, the pound (#) sign is 
not yet dialed)
, the CWC display is overwritten. The CWC must be reentered.
nChange skills 
An agent changing skills automatically cancels VuStats. Display of the new skills 
overwrites the VuStats display. When the agent reactivates VuStats, the VuStats 
display overwrites the new skills display.
nCMS 
Moving an agent from one split or skill to another does not affect the ID assigned 
to the vu-display button.
If an agent is moved from one split or skill to another, the system does not 
associate VuStat buttons from the agent’s previous split or skill to the new split or 
skill. Therefore if you must frequently move agents between splits or skills, do not 
associate agents’ VuStats buttons with a specific split or skill. Instead, associate 
the VuStats button with the agent format (without an ID) on each agent’s phone 
and use a split reference to view the agent’s split/skill.