Agent reports
Report heading Description Database item, calculation, or
<calculation name>
Skill Name or number of the skill selected for this report.
syn(SPLIT)
Skill State The current state of the skill, compared to the administered thresholds. This displays as Normal, Overload 1, Overload 2, Behind, or Autorsv on the report. Requires Avaya Business Advocate.
SKSTATE
Calls Waiting The number of split or skill ACD calls waiting to be answered. This includes calls that are in queue and calls that are ringing at an agent voice terminal. It does not include direct agent calls.
INQUEUE+INRING
Oldest Call Waiting
The length of time (in seconds) the oldest ACD call has waited in queue or ringing (at an agent voice terminal for each split/skill in the report) before being answered. This does not include direct agent calls.
OLDESTCALL
Direct Agent Calls Waiting
The current number of direct agent calls that are waiting in this skill's queue or ringing at agent positions.
DA_INQUEUE+DA_INRING
% Within Service Level
The percentage of skill ACD calls that were answered by an agent within the predetermined time.
100*(ACCEPTABLE/
CALLSOFFERED)
<PERCENT_SERV_LVL_SPL>
Secs Shows the current setting for the Acceptable Service Level, in seconds, as defined on the Call Center Administration Split/Skill Call Profile Setup window.
SERVICELEVEL
ACD Calls The number of calls that were queued to the skill and answered by this agent in this skill (includes O_ACDCALLS).
ACDCALLS
Aban Calls The number of calls that are abandoned by the caller when calls are in queue or when calls are ringing for this split/skill. This includes calls with talk times less than the phantom abandoned call timer value, if it is set.
ABNCALLS
Top Agents Staffed
The current number of top agents that are staffed in this skill.
TSTAFFED
Top Agents Avail The current number of top agents logged into the skill and available in the skill to take calls.
TAVAILABLE
Top Agents Ringing
The number of top agents logged into the skill who have ACD calls (including direct agent calls) ringing at their voice terminals.
TAGINRING
Report heading Description Database item, calculation, or
<calculation name>
Top Agents on ACD Calls
The total number of top agents connected to inbound and outbound ACD calls in each skill.
This does not include direct agent calls.
TONACD
Top Agents in ACW
The number of top agents who are in the after call work state for each skill. This includes agents on ACWIN/ACWOUT calls and agents in ACW not associated with an ACD call.
TINACW
Top Agents in AUX
The number of top agents logged into the skill who are in the AUX work mode for all skills or are on AUXIN/AUXOUT calls. Does not apply to direct agents in ACW.
TINAUX
Top Agents in Other
The current number of top agent positions that are doing other work.
The agent did one of the following activities while in the Auto-in or Manual-In state:
• The agent put any call on hold and performed no further action.
• The agent is on a direct agent call or in ACW for a direct agent call.
• The agent is dialing to place a call or to activate a feature.
• The agent has a personal call ringing with no other activity.
For communication servers with EAS, agents are logged into multiple skills and doing work for a skill other than this one (on an ACD call or in call-related ACW). For communication servers without EAS, agents are logged into multiple splits and doing work for a split other than this one (on an ACD call or in call-related ACW). Agent positions show up as OTHER directly after the link to the communication server comes up and directly after the agents log in before the CMS is notified of the agent's work state.
TOTHER
Flex Agents Staffed
Number of agents who are staffing the skill, but are neither top nor reserve agents. Requires Avaya Business Advocate.
FSTAFFED
Reserve1 Agents Staffed
Number of agents staffing this skill as reserve1.
Requires Avaya Business Advocate.
R1STAFFED
Reserve2 Agents Staffed
Number of agents staffing this skill as reserve2.
Requires Avaya Business Advocate.
R2STAFFED
Agent reports
Report heading Description Database item, calculation, or
<calculation name>
Agent Name The name (or agent IDs if the names have not been assigned in the Dictionary) of the agents assigned to this split/skill and logged in.
syn(LOGID)
Login ID The login identification of the agent LOGID Extn The extension that the agent logged in from. EXTENSION AUX Reason The reason associated with the auxiliary work
state of this agent (for example, lunch, break, meeting, or training). This field is blank if the agent is not in the AUX state.
AUXREASON
State The current work mode (state) that the agent is in (AVAIL, ACD, ACW, AUX, DACD, DACW, RINGING, UNKNOWN, OTHER, UNSTAFF) and the call direction (blank, IN or OUT).
AWORKMODE and DIRECTION
Skill/Level The skill and level associated with the split/skill or direct agent ACD call that the agent is on or the ACW session.
WORKSKILL is the OLDEST_LOGON:
• When an agent is on an AUXIN/AUXOUT call from the available state, while in AUX or with an AUXIN/AUXOUT call on hold
• When an agent is on an AUXIN call with an ACD call on hold
• When an agent is on an AUXOUT call with an ACD call on hold, this is the split/skill
associated with the ACD call.
• When an agent is available, in AUX, or in OTHER, this is blank. The level is either a skill level (1-16) for a normal skill or a reserve level (R1 or R2) for a reserve skill. This WORKSKLEVEL applies to WORKSKILL.
WORKSKILL/syn(WORKSKLEVEL)
Time The elapsed time since the last agent WORKMODE change for any split/skill. This item is not reset if the DIRECTION changes, but WORKMODE remains the same. For example, if the agent goes from AUX to AUXOUT to AUX, AGTIME continues without resetting.
The number or name of the VDN for which the report shows data. The VDN is associated with the ACD call in progress.
VDN