monitor bcms
Issue 4 May 2002
8-225555-233-123
AUX
The number of agents in this split currently in AUX work for this split. If
an agent is on another split’s call or in After Call Work (ACW) for
another split, this agent is not considered in AUX work and is not be
recorded here. This field is real-time status data.
Extn
The number of agents in this split currently on non-ACD (Automatic
Call Distribution) calls, either incoming or outgoing directly to or from
their extensions. If the agents are also in After Call Work (ACW) or
AUX they is recorded as Extn rather than ACW or AUX. This field is
real-time status data.
OtherSplit
The number of agents in this split on another split’s call or in After Call
Work (ACW) for another split. Only used if agents belong to multiple
splits. This field is real-time status data.
AGENT
The name of the agent associated with the extension. If no name
exists this field is left blank. This field is translation data.
EXT
The extension of the agent. This field is translation data.
STATE
The current state of the agent for this split. This possible states are
Avail, ACD, ACW, AUX, Extn In, Extn Out, OtherSplit, and Unstaff. If
an agent is staffed, the agent must also be in one of the above states.
This field is real-time status data.
TIME
The clock time that the agent entered the current state in
hours:minutes. This field is real-time status data.
ACD CALLS
The number of Automatic Call Distribution (ACD) calls (inbound and
outbound), that the agent has completed for this split during the
current period (half hour or hour). The maximum number of calls is
255, and if this maximum is exceeded, 255 is displayed. This field is
measurement data.
EXTN IN
CALLS
The number of non-ACD (Automatic Call Distribution) calls that the
agent has received (incoming) and completed during the current
period. The maximum number of calls is 255, and if this maximum is
exceeded, 255 is displayed. This field is measurement data.
EXTN OUT
CALLS
The number of non-ACD (Automatic Call Distribution) calls that the
agent has made (outgoing) and completed during the current period.
The maximum number of calls is 255, and if this maximum is
exceeded, 255 is displayed. This field is measurement data.
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