ACD contact center switch forms
344 Communication Manager Guide to ACD Call Centers
total-available-time
The time an agent was available in at least
one split/skill.
Agent Report: TOTAL
AVAIL TIME
total-hold-time
The total amount of time ACD calls were on
hold at a specific agent’s phone. This time is
the “caller’s hold time” and is independent of
the agent’s state. This time does not include
hold time for non-ACD calls on hold.
Agent Report: TOTAL
HOLD TIME
total-staffed-time
The total amount of time an agent was
logged into one or more splits/skills during a
specific period/day. An agent is clocked for
staff time as long as he or she is logged into
any split.
Agent Report: TOTAL
TIME STAFFED
Agent and agent-extension data types (continued)
VuStats data type
Description
BCMS report: field
name/column heading
Split data types
VuStats data type
Description
BCMS report: field
name/column heading
acceptable-service-level
The number of seconds within which calls
must be answered to be considered
acceptable. Identified on a per-hunt group
basis. Timing begins when the call enters
the hunt group queue.
Split Status/Split Report:
Acceptable Service
Level
acd-calls
Split calls and direct agent calls answered
by an agent
Split status/VDN
Status/Agent Report:
ACD CALLS
after-call sessions
The number of times all agents have
entered After Call Work (ACW).
None
agents-available
The number of agents currently available to
receive ACD calls. This includes agents in
Auto-In or Manual-In work mode.
Split Status: Avail
agents-in-after-call
The number of agents currently in ACW
mode.
Split Status: ACW
agents-in-aux-1
The number of agents currently in Aux work
mode for Reason Code 1 for the referenced
skill.
None
agents-in-aux-2
The number of agents currently in Aux work
mode for Reason Code 2 for the referenced
skill.
None