Lucent Technologies DEFINITY Enterprise Communications Server Release 8 Guide To ACD Call Centers

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-187 VuStats 
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—Data Type
 — Specify data types to define what data is displayed for each 
object type. You can specify up to 10 data types for each display. See 
‘‘
Tables of Data Types’’ on page 3-192 for a description of data types 
associated with each object type. 
—Period 
— Set the amount of time to be used to collect the historical data 
for display. Set this field to day
, interval
, or leave blank. Day displays all 
data collected for a Data Type since midnight. Interval displays all data 
collected for a Data Type during the number of intervals specified in 
Number of Intervals ending with the current interval. Leaving the field 
blank displays only the data collected for the current interval.
—Threshold
 — Specify the conditions under which the VuStats button 
lamp flashes, alerting agents when there is a problem. Set both a 
comparator and a threshold value. For example, if you want to alert agents 
when the percent of calls within acceptable service level drops below 90%, 
specify the split-percent-in-service-level data type with a Threshold 
comparator of 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-188 VuStats 
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Screen 3-2. Format Description Example
If the data for a field is too large for the number of data field characters 
entered, VuStats displays asterisks. If name database items are too large for 
the number of data field characters, VuStats truncates the data. VuStats also 
displays Split Objective (assigned on the Hunt Group form) as asterisks if 
the information exceeds the data field size.
—Format 
— Specify the format of data that has a time value. Format is 
required for time-value data types such as “split-oldest-call-waiting”. 
Specify one of the following:
nccs
 -- Hundred-call seconds (CCS) rounded to the nearest CCS
nh
 -- Hours rounded to the nearest hour
nh:mm
 -- Hours and minutes rounded to the nearest minute
nh:mm:ss
 -- Hours, minutes, and seconds
nm
 -- Minutes rounded to the nearest minute
nm:ss
 -- Minutes and seconds
ns
 -- Seconds
—Update Interval
 — Set the interval at which the VuStats display data is 
updated to one of the following:
nno-update
 — The display does not update and appears only for 
the interval specified in the Display Interval field.
npolled
 — The display updates every hour or half-hour depending 
upon the value in BCMS/ VuStats Measurement Interval on the 
Feature-Related System-Parameters form.
Specifying polled may impact system performance at the time of 
the measurement interval.
                           VUSTATS DISPLAY FORMAT
       Format Number: 1  Object Type: agent
  Next Format Number: 2  Update Interval: 30 On Change? n
Data Field Character: $
Number of Intervals:
  Format Description: STAFF=$$ AV=$$ AUX=$$ WAIT=$$$$$ ASL=$$$
Data Type  Format  Period Threshold Ref
1: split-agents-staffed  1
2: split-agents-available  1
3: split-agents-in-aux-all 1
4: split-oldest-call-waiting  m:ss 1 
5: split-acceptable-service-level  m:ss 1
.
.
. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-189 VuStats 
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n10, 20, 30, 60, 120
 — The display updates every 10, 20, 30, 60, 
or 120 seconds.
—On Change
 — Specify whether the display will update whenever the 
agent changes work state. Set this field to y
 or n
. If set to y, the display 
updates when the agent changes state and updates according to the Update 
Interval.
—Display Interval
 — Administer only if you specified a no update Update 
Interval. Specify one of the following:
nnot-cleared
 — The display does not clear. The display remains 
until it is overwritten by another feature or the user presses the 
normal button.
n5, 10, 15, 30
 — The display clears after 5, 10, 15, or 30 seconds.
Detailed description
The following forms and fields determine information that VuStats displays.
Figure 3-5. Forms that Determine What Information Appears on the VuStats Display
What
Hunt Group form
Vector Directory Number formAcceptable Service Level
Measured
Objective
Acceptable Service Level
Measured
Access Trunk Group
Measured
Agent LoginID form
All Fields
Attendant Console form
Feature Buttons
ID
BCMS/VuStats Login ID form
All Fields
Station(VoiceTerminal)forms
Feature Buttons
ID
VuStats Display Format form
Format Number
Next Format Number
Number of Intervals
Object Type
Data Type
Pe r i o d
Threshold
Ref 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-190 VuStats 
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Data Type
Data type defines what data is displayed for an object type. For example, for an agent 
object type, VuStats can display information agents are interested in, such as the total 
number of calls the agent has answered since login, the average time the agent has spent 
on ACD calls, the number of agents available to receive calls for a split, and the percent of 
calls within the acceptable service level.
For split object types, VuStats can display split description and performance information, 
such as average speed of answer, number of calls waiting, and agent work states. VuStats 
can also display an objective, acceptable service level, or percent of calls answered within 
the acceptable service level for a split. 
See Table 3-54
 and Table 3-57 for more information on data types.
Period
VuStats can show statistics that have accumulated for the day, or for an administered 
number of intervals. For example, if you administer VuStats to display the number of 
ACD calls for the past 4 completed intervals, it displays the number of ACD calls received 
in the past 2 hours (1/2-hour intervals) or 4 hours (1-hour intervals) plus those completed 
during the current interval. Using historical data can affect processor occupancy, 
depending upon the number of active users, their update rates, and the number of 
historical data types.
With agent or agent-extension object types, shift data is available for the number of ACD 
calls answered, the average ACD talk time, and AUX work mode time by Reason Code 
for an agent. You can clear shift data at midnight or the next time an agent logs in.
Threshold
Many data types can be administered with a threshold comparator and value. When the 
condition defined by the threshold is true, and the data type is shown on the display, the 
VuStats button lamp flashes. For example, suppose a format is created in which the oldest 
call waiting data type is administered with a threshold of >= (greater than or equal to) five 
minutes. Whenever that VuStats format is displayed, if the oldest call in queue has been 
waiting for five minutes or longer, the VuStats lamp flashes on the phone. Each time the 
display updates, the threshold is checked for each data type being displayed.
Format Description
Use Format Description to create labels on the display to identify data. For example, in 
Figure 3-4
 “AUX=” identifies the data type “split-agents-in-aux-all” (that is, the number 
of agents currently in AUX work mode for a specified split). Text appears on the display 
exactly as you enter it in the field. Text is optional. 
Because of the 40-character limit, use abbreviations when possible. For example, use “S=” 
to indicate “split number”. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-191 VuStats 
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Display Linking
Link display formats to increase the amount of information users can view. For example, 
link a display of information for an agent’s first split to a display of information for the 
agent’s second split. Or, link a display of information about the work states of all agents on 
a split linked to another display of information about calls waiting, number of calls 
abandoned, or oldest call waiting for the split.
If you use display linking, assign a Next button on agent terminals.
How the Information Looks
The following fields on the VuStats Display form determine how information looks on the 
VuStats display.
Figure 3-6. Fields that Determine What Information Appears on the VuStats 
Display
VuStats statistics appear on the second line of 2-line DCP terminal displays or on the first 
line of 1-line DCP terminals and all BRI terminals. On phones with 2 x 24 displays, the 
display automatically wraps to the second line of the display. When VuStats is activated, it 
overwrites and cancels any display feature on the second line of a 2-line display and on the 
first line of a 1-line display.
You define the following format information on the VuStats Display Format form:
nLabels for data types and the amount of space reserved for data
nOrder in which data types appear on the display
nFormat for time-related data types
nDisplay links
When the Information Updates
The following forms and fields determine when VuStats displays update. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-192 VuStats 
3
Figure 3-7. Fields that Determine When Information Updates on the VuStats Display
Most display features that use the second line of a 2-line display or the first line of a 1-line 
display overwrite and cancel VuStats. Reason Codes and Call Work Codes only suspend 
VuStats; when the prompt is removed, the VuStats display reappears.
User press the normal button to clear the VuStats display.
Administer VuStats to display information until agents press the normal button or another 
operation overwrites the VuStats display. Or, administer VuStats to display for an interval 
of 5, 10, 15, or 30 seconds. 
You can also administer VuStats to update displayed statistics every 10, 20, 30, 60 or 120 
seconds or every time an agent changes work mode or a BCMS Measurement Interval is 
completed, or not update at all.
Tables of Data Types
Table 3-54 through Table 3-57 describe the data types you can define for each object type.
Table 3-54. Agent and Agent-Extension Data Types 
VuStats Data Type DescriptionBCMS Report: Field 
Name/Column 
Heading
acd-calls Split/skill calls and direct agent calls answered 
by an agentSplit status/VDN 
Status/Agent Report: ACD 
CALLS
agent-extension The extension for a specific agent; if either 
BCMS/VuStats Login IDs or EAS is optioned, 
then this shows the agent’s login ID.Split Status: Login ID or 
EXT
agent-name The administered name for a specific agent. Split Status/Agent 
Report/Agent Summary 
Report: Agent
agent-state The agent’s current work state Split Status: STATE
Continued on next page
WhenFeature-Related System-Parameters form
BCMS/Vustats Measurement IntervalVuStats Display Format form
Update Interval
On change
Display Interval 
						

							DEFINITY ECS Release 8
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average-acd-call- time The average of hold-time plus talk-time. None
average-acd-talk- time The average time a specific agent has spent 
talking on completed ACD calls during a 
specified time period for all internally-measured 
splits/skills that the agent was logged into. This 
does not include the time a call was ringing or 
was on hold at an agent’s terminal.Agent Report/Agent 
Summary Report: AVG 
TALK TIME
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
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
shift-aux-time-2 The amount of time an agent has spent in AUX 
work mode for Reason Code 2 during the 
administered period.None
Table 3-54. Agent and Agent-Extension Data Types  — Continued
VuStats Data Type DescriptionBCMS Report: Field 
Name/Column 
Heading
Continued on next page 
						

							DEFINITY ECS Release 8
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December 1999
DEFINITY ECS ACD Call Center Features 
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shift-aux-time-3 The amount of time an agent has spent in AUX 
work mode for Reason Code 3 during the 
administered period.None
shift-aux-time-4 The amount of time an agent has spent in AUX 
work mode for Reason Code 4 during the 
administered period.None
shift-aux-time-5 The amount of time an agent has spent in AUX 
work mode for Reason Code 5 during the 
administered period.None
shift-aux-time-6 The amount of time an agent has spent in AUX 
work mode for Reason Code 6 during the 
administered period.None
shift-aux-time-7 The amount of time an agent has spent in AUX 
work mode for Reason Code 7 during the 
administered period.None
shift-aux-time-8 The amount of time an agent has spent in AUX 
work mode for Reason Code 8 during the 
administered period.None
shift-aux-time-9 The amount of time an agent has spent in AUX 
work mode for Reason Code 9 during the 
administered period.None
shift-aux-time-all The amount of time an agent has spent in AUX 
work mode for all Reason Codes during the 
administered period.None
shift-aux-time-default The amount of time an agent has spent in AUX 
work mode for the default Reason Code (code 0) 
during the administered period.None
shift-aux-time-non- default The amount of time an agent has spent in AUX 
work mode for Reason Codes 1 through 9 during 
the administered period.None
shift-aux-time-reason-code The amount of time an agent has spent in AUX 
work mode for the agent’s current Reason Code 
during the administered period.None
shift-average-acd- 
talk-timeThe average talk time for ACD calls for a 
specific agent during the administered period.None
skill-level The skill level at which the skill was assigned to 
the agent.None
Table 3-54. Agent and Agent-Extension Data Types  — Continued
VuStats Data Type DescriptionBCMS Report: Field 
Name/Column 
Heading
Continued on next page 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-195 VuStats 
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split-acceptable- 
service-levelThe 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: Acceptable 
Service Level
split-acd-calls Split/skill calls and direct agent calls answered 
by an agent.System Status/Split 
Report/Split Summary 
Report: ACD CALLS
split-after-call- sessions The number of times all agents have entered 
After Call Work (ACW) for a specific split/skill.None
split-agents-available The number of agents currently available to 
receive ACD calls for a specific split. This 
includes agents in Auto-In or Manual-In work 
mode.Split Status: Avail
split-agents-in-after- call For a specific split, the number of agents 
currently in ACW.Split Status: ACW
split-agents-in-aux-1 For a specific skill, the number of agents 
currently in Aux work mode with Reason Code 
1.None
split-agents-in-aux-2 For a specific skill, the number of agents 
currently in Aux work mode with Reason Code 
2.None
split-agents-in-aux-3 For a specific skill, the number of agents 
currently in Aux work mode with Reason Code 
3.None
split-agents-in-aux-4 For a specific skill, the number of agents 
currently in Aux work mode with Reason Code 
4.None
split-agents-in-aux-5 For a specific skill, the number of agents 
currently in Aux work mode with Reason Code 
5.None
split-agents-in-aux-6 For a specific skill, the number of agents 
currently in Aux work mode with Reason Code 
6.None
split-agents-in-aux-7 For a specific skill, the number of agents 
currently in Aux work mode with Reason Code 
7.None
Table 3-54. Agent and Agent-Extension Data Types  — Continued
VuStats Data Type DescriptionBCMS Report: Field 
Name/Column 
Heading
Continued on next page 
						

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split-agents-in-aux-8 For a specific skill, the number of agents 
currently in Aux work mode with Reason Code 
8.None
split-agents-in-aux-9 For a specific skill, the number of agents 
currently in Aux work mode with Reason Code 
9.None
split-agents-in-aux- all For a specific split/skill, the total number of 
agents currently in Aux work mode for all 
Reason Codes.Split Status: AUX
split-agents-in-aux- default For a specific split/skill, the number of agents 
currently in Aux work mode with the default 
Reason Code (code 0).None
split-agents-in-aux- 
non-defaultFor a specific skill, the number of agents 
currently in Aux work mode with Reason Codes 
1 through 9.None
split-agents-in-other The number of agents currently who: are on a 
call for another split, are in ACW work mode for 
another split, have a call on hold but are not in 
another state, or have a call ringing at their 
terminals, or are dialing a number while in 
AI/MI.Split Status: Other
split-agents-on-acd- calls The number of agents currently on split/skill or 
direct agent ACD calls for a specific split.Split Status: ACD
split-agents-on- 
extension-callsThe number of agents in a specific split who are 
currently on non-ACD calls.Split Status: Extn
split-agents-staffed The number of agents currently logged into a 
split.Split Status: Staffed
split-average-acd- 
talk-timeThe average talk time for ACD calls during a 
specific period/day for a specified split.System Status/Split 
Report/Split Summary 
Report: AVG TALK 
TIME
Table 3-54. Agent and Agent-Extension Data Types  — Continued
VuStats Data Type DescriptionBCMS Report: Field 
Name/Column 
Heading
Continued on next page