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BCMS Vu

Real-Time and Historical Data Items

9-20 Data Items — Historical Reports

To tal

AUX/Other

Agent The sum of the time that the agent has the AUX button

pressed and is not doing anything else for any of the other

splits/skills (that is, the sum of the time that the agent is in

AUX work mode for all splits/skills). This value does not

include time the agent spent in Manual-In, Auto-In, or ACW

mode for another split/skill.

For the G3V4, time on AUXIN/AUXOUT calls is not

included here. For the DEFINITY system, time on

AUXIN/AUXOUT calls is included here.

Note that if the agent was in Other for all logged-in splits,

that time is reflected here. For example, ringing calls can

cause several seconds of AUX/OTHER time to accrue. Also,

any non-ACD call time is also counted in the AVG EXTN

TIME column. Two points of contrast are:

• The measurement TOTAL AUX/OTHER is time-

interval based, rather than being call-related. For

example, if the agent is in AUX from 9:55 to 10:05, five

minutes is recorded in the 9:00 to 10:00 time interval

and five minutes is recorded in the 10:00 to 11:00 time

interval.

• The measurement AVG EXTN TIME is call related. For

example, if an agent is on a non-ACD call from 9:55 to

10:05, the call and ten minutes of EXTN time are

recorded in the 10:00 to 11:00 time interval.

Because the agent report includes some call-related items

and some interval-based items, the sum of all items for a

given hour may not exactly equal 60 minutes.

Data Item — Historical Reports

Data

Item

Report

Type

Definition

1 2 ... 190 191 192 193 194 195 196 197 198 199 200 ... 259 260

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Avaya R2 Guía de usuario Pagina 195