Glossary of Terms
Posted by Gamal Anwar on 01 November 2020 11:29 AM
A glossary of the terms used in SmartReports tables.
ACD Calls (AGENT Reports)
Connect Calls (VDN Reports)
The total number of ACD calls that have hung up while waiting tobe answered during this time interval. This value includes thosecalls that have abandoned while in queue or while ringing. Callsthat abandon before queuing (for example, while listening to aforced first announcement) or that cannot be queued (for example,because the queue is full) are not counted as abandoned for thesplit/skill.
The total number of calls that have abandoned from the VDNbefore being answered or outflowed to another position during thecurrent interval. This value includes calls that abandoned while invector processing or while ringing an agent. It also includes callswith a talk time that is less than the value administered for theBCMS/VuStats Abandon Call Timer.
Number of split/skill and direct agent ACD calls that wereanswered by the agent for all splits/skills that completed during thisinterval.
The number of split/skill and direct agent ACD calls that wereanswered for this split/skill and that completed during this interval.
The total number of completed split/skill and direct agent ACDcalls processed by this VDN that were answered by agents in aninternally measured split/skill during this period.
The average time before an ACD call abandons. This value doesnot include any time spent in another split/skill's queue beforeflowing into this split/skill. The calculation is:
The average time to answer ACD and connect calls (see Connect Callsbelow) that completed for this VDN during the currentperiod. This includes the time in vector processing, in a split/skillأ¢â‚¬â„¢squeue and time ringing. This calculation is:
The average duration of ACD calls (from answer to disconnect) forthis VDN during the current interval. This includes time spenttalking and on hold. The calculation does not include time spentringing at an agent. The calculation is:
The average time before an ACD call abandons. This value doesnot include any time spent in another split/skillأ‚â€™s queue beforeflowing into this split/skill. The calculation is:
Average time that was spent talking on non-ACD calls thatcompleted during this interval. This does not include time the callspent on hold. The calculation is:
The average amount of time that answered ACD calls (split/skilland Direct Agent) that completed during the reporting intervalspent in queue and ringing at an agent before being answeredduring the reporting interval. Calls that flowed in do not havequeue time from the previous split/skill included in this average.This calculation is:
The average duration of ACD calls for all internally measuredsplits/skills the agent was logged into. This value includes timespent talking but does not include the amount of time the agent washolding an ACD call or ring time at the agent. The calculation is:
The average amount of time agents talked on ACD calls (split/skilland direct agent) for this split/skill. The calculation does notinclude time that the call was ringing at an agent or time the callspent on hold. The calculation is:
The total number of calls that were forced busy or forceddisconnect during the current interval.
The total number of calls completed during this interval that routedto a station, attendant, or announcement and were answered there,or calls that were answered in an unmeasured split/skill.
The total number of non-ACD incoming and outgoing callscompleted by this agent during the reporting interval. Only thosenon-ACD calls that are originated and/or received while the agentis logged into at least one split/skill are counted.
The number of calls that the split/skill received as a coverage pointor that call-forwarded to this split/skill from another internallymeasured split/skill during this interval. This also includes callsanswered in this split/skill as the second or third split/skill to whichthey queued and calls that were redirected from this split/skill byredirection on no answer. This item is recorded immediately whenit occurs, not at the end of the call.
The total number of calls that were routed to another VDN or off ofthe Avaya DEFINITY system. Once a call outflows, the system does not take furthermeasurements on the call for this VDN.
The total number of calls queued to this split/skill that were:
The total amount of time that the agent spent in ACW (After Time) work states(whether related to an ACD call or not) for all splits/skills duringthe reporting interval. This includes time agents spent onextension-in and extension-out calls while in the ACW work mode.If an agententered ACW in one interval, but ended ACW in another interval,the appropriate amount of ACW time is credited to each of theintervals.
The amount of time that the agents in this split/skill spent in callrelatedor noncall-related ACW (After Time) mode during the reporting interval.This value includes time spent on direct incoming or outgoing callswhile in ACW. If an agent entered ACW in one interval, but leftACW in another interval, each interval is credited with ACW time.
The sum of the time that the agent has the AUX button pressed andis 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 allsplits/skills). This value does not include time the agent spent inManual-In, Auto-In, or ACW (After Time) After-Call mode for another split/skill.Time on AUXIN/AUXOUT calls is included here.
Note that if the agent was in Other for all logged-in splits, that timeis reflected here. For example, ringing calls can cause severalseconds of AUX/OTHER time to accrue. Also, any non-ACD calltime is also counted in the AVG EXTN TIME column. Two pointsof contrast are:
Because the agent report includes some call-related items and someinterval-based items, the sum of all items for a given hour may notexactly equal 60 minutes.
The total time ACD calls spent on hold at this agent. This time isthe callerأ‚â€™s hold time and is independent of the state of the agent.TOTAL HOLD TIME does not include the hold time for non-ACDcalls.
The sum of the time that the agent was available to receive ACDcalls during the reporting interval. During this time, the agent:
The total time that the agent spent logged into at least one split/skillduring the reporting interval. Staff time is accumulated for an agentwho is in multiple splits/skills as long as the agent is logged intoany split/skill. Concurrent times for each split/skill are not totaled.
Using SmartReports to create historical reports.