ACD contact center switch forms
338 Communication Manager Guide to ACD Call Centers
average-extension- time
The average amount of time an agent spent
on non-ACD calls while logged into at least
one split/skill during the reported interval.
This average does not include time when the
agent was holding the EXTN call.
Agent Report/Agent
Summary Report: AVG
EXTN TIME
call-rate
The current rate of ACD calls handled per
agent per hour for all split/skills.
None
current-reason-code
The number of the Reason Code associated
with the agent’s current AUX work mode, or
with the agent’s logout.
None
current-reason-code-
name
The name of the Reason Code associated
with the agent’s current AUX work mode or
with the agent’s logout.
None
elapsed-time-in-state
The amount of time an agent has been in the
current state.
None
extension-calls
The number of incoming and outgoing non-
ACD calls that an agent completed while
logged into at least one split/skill.
Agent Report: EXTN
CALLS
extension-incoming-
calls
The number of non-ACD calls that an agent
receives while logged into at least one
split/skill.
Split Report: EXT IN
CALLS
extension-outgoing-calls
The number of non-ACD calls that an agent
places while logged into at least one
split/skill.
Split Report: EXT OUT
CALLS
percent-acd-call-time
The current calculated occupancy for the
agent. This data type indicates the
percentage of time the agent talks and holds
ACD calls, and is calculated as:
A hold time (ACD calls only) /
(staffed time in in 100)
The calculation is listed in the
occupancy
field of the
Station Status
screen.
None
shift-acd-calls
The number of ACD calls answered by an
agent during the administered period.
None
shift-aux-time-1
The amount of time an agent has spent in
AUX work mode for Reason Code 1 during
the administered period.
None
Agent and agent-extension data types (continued)
VuStats data type
Description
BCMS report: field
name/column heading
