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BCMS Vu

Real-Time and Historical Data Items

9-14 Data Items — Historical Reports

Avg

Ta lk/Ho ld

Time

VDN The average duration of ACD calls (from answer to

disconnect) for this VDN during the current interval. This

includes time spent talking and on hold. The calculation

does not include time spent ringing at an agent. The

calculation is:

AVG TALK TIME =

Total ACD Talk Time + Total ACD Hold Time

ACD Calls

Avg Talk

Time

Agent The average duration of ACD calls for all internally

measured splits/skills the agent was logged into. This value

includes time spent talking but does not include the amount

of time the agent was holding an ACD call or ring time at the

agent. The calculation is:

AVG TALK TIME = Total ACD Talk Time

Total Number of ACD Calls Answered

Avg Talk

Time

Split/Skill The average amount of time agents talked on ACD calls

(split/skill and direct agent) for this split/skill. The

calculation does not include time that the call was ringing at

an agent or time the call spent on hold. The calculation is:

AVG TALK TIME = Total ACD Talk Time

Total Number of ACD Calls Answered

Calls

Busy/Disc

VDN The total number of calls that were forced busy or forced

disconnect during the current interval

Conn Calls VDN The total number of calls completed during this interval that

routed to a station, attendant, or announcement and were

answered there, or calls that were answered in an

unmeasured split/skill

Extn Calls Agent The total number of non-ACD incoming and outgoing calls

completed by this agent during the reporting interval. Only

those non-ACD calls that are originated and/or received

while the agent is logged into at least one split/skill are

counted.

Data Item — Historical Reports

Data

Item

Report

Type

Definition

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