Knowledgebase
Knowledgebase
Glossary of Terms
Posted by Gamal Anwar on 01 November 2020 11:29 AM

A glossary of the terms used in SmartReports tables.

A   B   C   E   F   T  


Abandoned Calls (SPLIT Reports)
Abandoned Calls (VDN Reports)

ACD Calls (AGENT Reports)
ACD Calls (SPLIT Reports)
ACD Calls (VDN Reports)
AVG Aband Time (VDN Reports)
AVG Speed Answer (VDN Reports)
AVG Talk/Hold Time (VDN Reports)
AVG ABN Time (SPLIT Reports)
AVG EXT Time (AGENT Reports)
AVG Speed Ans (SPLIT Reports)

AVG Talk Time (AGENT Reports)
AVG Talk Time (SPLIT Reports)
Busy/Disconn Calls (VDN Reports)

Connect Calls (VDN Reports)
Ext Calls (AGENT Reports)
Flow In (SPLIT Reports)
Flow Out (VDN Reports)
Flow Out (SPLIT Reports)
Total After Call (AGENT Reports)
Total After Call (SPLIT Reports)
Total Aux/Other (AGENT Reports)
Total Hold Time (AGENT Reports)
Total Time Avail (AGENT Reports)
Total Time Staffed (AGENT Reports)

A

Abandoned Calls (SPLIT)

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.


Abandoned Calls (VDN)

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.

ACD Calls (AGENT)

Number of split/skill and direct agent ACD calls that wereanswered by the agent for all splits/skills that completed during thisinterval.


ACD Calls (SPLIT)

The number of split/skill and direct agent ACD calls that wereanswered for this split/skill and that completed during this interval.


ACD Calls (VDN)

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.


AVG Aband Time (VDN)

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:
AVG ABAND TIME = Sum of each abandoned callأ¢â‚¬â„¢s time in queue
__________________________________________
Total Number of Abandoned Calls
This value does not include time listening to a forced firstannouncement or calls that abandon before queuing to thesplit/skill.


AVG Speed Answer (VDN)

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:
AVG SPEED ANS = Total Answer Time
_____________________________________
Total ACD Calls + Total Connect CALLS
A completed call can span more than one time period. ACD callsthat are in process (have not terminated) are counted in the timeperiod in which they terminate. For example, if an ACD call beginsin the 10:00 to 11:00 time period, but terminates in the 11:00 to12:00 time period, the data for this call is counted in the 11:00 to12:00 time period.


AVG Talk/Hold Time (VDN)

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:
AVG TALK TIME = Total ACD Talk Time + Total ACD
_______________________________
ACD Calls


AVG ABN Time (SPLIT)

The average time before an ACD call abandons. This value doesnot include any time spent in another split/skillأ‚’s queue beforeflowing into this split/skill. The calculation is:
AVG ABAND TIME = Sum of each abandoned callأ¢â‚¬â„¢s time in queue
__________________________________________
Total Number of Abandoned Calls
This value does not include time listening to a forced firstannouncement or calls that abandon before queuing to thesplit/skill.


AVG Ext Time (AGENT)

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:
AVG EXTN TIME = Total Ext Time
_________________________
Total Number of Ext Calls


AVG Speed ANS (SPLIT)

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:
AVG SPEED ANS = Sum of Each Completed Call's Time In Queue + Time Ringing
_________________________________________________________
Total Number of ACD Calls Answered
Keep the following things in mind:This value does not include time before the call queued to thissplit/skill, for example, while listening to a forced firstannouncement.A completed call may span more than one time period. ACD callsthat are in process (have not terminated) are counted in the timeperiod in which they terminate. For example, if an ACD call beginsin the 10:00 to 11:00 time period, but terminates in the 11:00 to12:00 time period, the data for this call is counted in the 11:00 to12:00 time period.


AVG Talk Time (AGENT)

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:
AVG TALK TIME = Total ACD Talk Time
__________________________________
Total Number of ACD Calls Answered


AVG Talk Time (SPLIT)

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:
AVG TALK TIME = Total ACD Talk Time
__________________________________
Total Number of ACD Calls Answered


B

Busy/Disconn Calls (VDN)

The total number of calls that were forced busy or forceddisconnect during the current interval.


C

Connect Calls (VDN)

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.


E

Ext Calls (AGENT)

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.


F

Flow In (SPLIT)

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.


Flow Out (VDN)

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.


Flow Out (SPLIT)

The total number of calls queued to this split/skill that were:
    • Successfully sent to the split/skillأ¢â‚¬â„¢s coverage point afterqueuing for the specified don't answer interval. (This doesnot include calls that went to coverage based on any othercriterion.)
    • Forwarded out via call forwarding
    • Forwarded out via a route to station extension vector step
    • Answered via the Call Pickup feature
    • Forwarded out via Look Ahead Interflow
    • First queued to this split/skill and then were answered by thesecond or third split/skill queued to
    • Redirected back to this split/skill or its coverage path due toRedirect On No Answer timing

      FLOW OUTs are recorded when a call ends.When calls are queued to multiple splits/skills at one time, inflowsand outflows become a bit more complicated.


      If a call queued to more than one split/skill is answered in a nonprimary split/skill (that is, the second or third split/skill to which itis queued), an outflow is recorded in the statistics for the primarysplit/skill, and an inflow and an answer are recorded in the statisticsfor the answering split/skill. For example, suppose there are threesplits numbered 1 through 3. A call queues for split 1 since allagents are busy in this split. The call then goes into queue for splits2 and 3. An agent in split 3 answers the call. In this example, anoutflow is recorded in the statistics for split 1, and an inflow and ananswer are recorded in the statistics for split 3. A dequeued call iscounted for split 2.


      If the call is answered in the primary split, no inflows or outflowsare recorded for any split. Splits 2 and 3 record the call asdequeued.


      If a call queued to three splits (for example, splits 1, 2, and 3, withsplit 1 being the primary split) encounters a route-to command thatsends the call to another VDN, an outflow is recorded in thestatistics for split 1. If this other VDN queues the call to splits 4and 5 and the call is answered in split 4, an answer is recorded inthe statistics for split 4. However, no inflow is recorded to thestatistics for split 4. If the call is answered in split 5, an outflow isrecorded for the statistics for split 4, and both an inflow and ananswer are recorded in the statistics for split 5.


    Similarly, if a call queued to more than one split routes to anothersplit, an outflow is recorded to the statistics for the primary split,but no inflow is recorded to the statistics for the routed-to split.


T

Total After Call (AGENT)

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.


Total After Call (SPLIT)

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.


Total Aux/Other (AGENT)

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:
  • The measurement TOTAL AUX/OTHER is time-intervalbased, rather than being call-related. For example, if the agentis in AUX from 9:55 to 10:05, five minutes is recorded in the9:00 to 10:00 time interval and five minutes is recorded in the10:00 to 11:00 time interval.
  • The measurement AVG EXTN TIME is call related. Forexample, 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 the10:00 to 11:00 time interval.

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.


Total Hold Time (AGENT)

The total time ACD calls spent on hold at this agent. This time isthe callerأ‚’s hold time and is independent of the state of the agent.TOTAL HOLD TIME does not include the hold time for non-ACDcalls.


Total Time Avail (AGENT)

The sum of the time that the agent was available to receive ACDcalls during the reporting interval. During this time, the agent:
  • Was in Auto-In or Manual-In work mode for at least onesplit/skill
  • Was not in ACW (After Time) in any split/skill
  • Was not on any call or placing any call (unless MCH isactive)
  • Did not have ringing calls.


Total Time Staffed (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.

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