Measures
Measures are the business metrics you want to understand in a report. They are numerical fields that will have calculations performed on them, such as adding them up or averaging them.
| Display name | Description | Caption | Keys | Tags |
|---|---|---|---|---|
| Abandon Percentage - Split | Percentage of calls offered that abandoned for split/skill: ifError(sum([abncalls])/(sum([callsoffered]),0) | % Abd - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Abandon Percentage - VDN | Percentage of calls offered that abandoned for VDN: ifError(sum([abncalls])/sum([incalls]),0) | % Abd | CMS, VDN | |
| Abandon Time - Agent | The length of time that split/skill ACD callers waited while ringing the agent's telephone before abandoning the call. (abntime) | Abandon Time - Agent | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, CMS |
| Abandon Time - Split | The length of time that callers waited in queue and ringing at an agent's telephone before abandoning the call. (abntime) | hsplit_abntime | ACD Site, split, timestamp, ACD Num | CMS, Split |
| Abandon Time - VDN | The length of time that a caller spent waiting while vector steps were executed, the call was queued and ringing before abandoning. (abntime) | hvdn_abntime | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| ACD AUX Inbound Calls Talk Time - Agent | The length of time during the collection interval that the agent spent talking on AUXIN calls with at least one split/skill or direct agent ACD call on hold. (i_acdauxintime) | ACD Aux Inbound Calls Talk Time - Agent by Split | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, CMS |
| ACD AUX Inbound Calls Talk Time - Split | The length of time during the collection interval that agents were talking on AUXIN calls with a split/ skill ACD call on hold where SPLIT is OLDEST_LOGON. (i_acdauxintime) | ACD Aux Inbound Calls Talk Time - by Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| ACD AUX Outbound Calls - Agent | The number of AUXOUTCALLS that the agent placed with at least one split/skill or direct agent ACD call on hold. (acdauxoutcalls) | ACD Aux Outbound Calls - Agent | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, CMS |
| ACD AUX Outbound Calls - Split | The number of AUXOUTCALLS that agents in the split/skill placed with at least one split/skill ACD call for this split/skill on hold. (acdauxoutcalls) | ACD Aux Outbound Calls - Split | ACD Num, ACD Site, split, timestamp | CMS, Split |
| ACD AUX Outbound Calls Talk Time - Agent | The length of time during the collection interval that the agent spent dialing and talking on AUXOUT calls with at least one split/skill or direct agent ACD call on hold. (i_acdaux_outtime) | ACD Aux Outbound Calls - Agent by Split | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, CMS |
| ACD AUX Outbound Calls Talk Time - Split | The length of time during the collection interval that agents spent dialing and talking on AUXOUT calls with a split/skill ACD call for this split/skill on hold. (i_acdaux_outtime) | ACD Aux Outbound Calls Talk Time - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| ACD Calls - Agent | The number of calls that are queued to SPLIT and answered by this agent in this SPLIT. (acdcalls) | hagent_acdcalls | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, CMS |
| ACD Calls - Split | The number of CALLSOFFERED calls that are answered by an agent in the split/skill. (acdcalls) | hsplit_acdcalls | ACD Site, ACD Num, split, timestamp | CMS, Split |
| ACD Calls - VDN | The number of split/skill and direct agent ACD calls that are answered by an agent from “queue to”, “check”, “messaging split/skill”, “route to” split/skill or direct agent, and “adj rout link” to split/skill or direct agent. (acdcalls) | hvdn_acdcalls | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| ACD Calls Hold Time - Agent | The length of time that split/skill and direct agent ACD calls spend on hold at the agent's telephone. (holdacdtime) | ACD Calls Hold Time - Agent | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, CMS |
| ACD Calls Hold Time - VDN | The length of time that split/skill or direct agent ACD callers spend on hold. (holdacdtime) | ACD Calls Hold Time - VDN | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| ACD Calls On Hold - VDN | The number of split/skill or direct agent ACD calls that are placed on hold at least one time. (holdacdcalls) | ACD Calls On Hold - VDN | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| ACD Calls Period01 | The number of ACDCALLS during the collection interval that are answered in PERIOD1 (acdcalls1) | ACD Calls Period1 | ACD Site, ACD Num, split, timestamp | CMS, Split |
| ACD Calls Period02 | The number of ACDCALLS during the collection interval that are answered in PERIOD2 (acdcalls2) | ACD Calls Period2 | ACD Site, ACD Num, split, timestamp | CMS, Split |
| ACD Calls Period03 | The number of ACDCALLS during the collection interval that are answered in PERIOD3 (acdcalls3) | ACD Calls Period3 | ACD Site, ACD Num, split, timestamp | CMS, Split |
| ACD Calls Period04 | The number of ACDCALLS during the collection interval that are answered in PERIOD4 (acdcalls4) | ACD Calls Period4 | ACD Site, ACD Num, split, timestamp | CMS, Split |
| ACD Calls Period05 | The number of ACDCALLS during the collection interval that are answered in PERIOD5 (acdcalls5) | ACD Calls Period5 | ACD Site, ACD Num, split, timestamp | CMS, Split |
| ACD Calls Period06 | The number of ACDCALLS during the collection interval that are answered in PERIOD6 (acdcalls6) | ACD Calls Period6 | ACD Site, ACD Num, split, timestamp | CMS, Split |
| ACD Calls Period07 | The number of ACDCALLS during the collection interval that are answered in PERIOD7 (acdcalls7) | ACD Calls Period7 | ACD Site, ACD Num, split, timestamp | CMS, Split |
| ACD Calls Period08 | The number of ACDCALLS during the collection interval that are answered in PERIOD8 (acdcalls8) | ACD Calls Period8 | ACD Site, ACD Num, split, timestamp | CMS, Split |
| ACD Calls Period09 | The number of ACDCALLS during the collection interval that are answered in PERIOD9 (acdcalls9) | ACD Calls Period9 | ACD Site, ACD Num, split, timestamp | CMS, Split |
| ACD Calls Period10 | The number of ACDCALLS during the collection interval that are answered in PERIOD10 (acdcalls10) | ACD Calls Period10 | ACD Site, ACD Num, split, timestamp | CMS, Split |
| ACD Calls Released | The number of split/skill ACD calls that the agent released or dropped before the far end released. (acd_released) | ACD Calls Released | ACD Site, ACD Num, split, timestamp | Agent, CMS |
| ACD Other Time - Agent | The length of time during the collection interval that the agent spent in the OTHER state with at least one split/skill or direct agent ACD call on hold. (acdothertime) | ACD Other Time - Agent by Split | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, CMS |
| ACD Other Time - Split | The length of time during the collection interval that agents spent in the OTHER state with a split/ skill ACD call on hold. (i_acdothertime) | ACD Other Time - by Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| ACD Time - Agent | The talk time of all ACDCALLS. (acdtime) | hagent_acdtime | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, CMS |
| ACD Time - Agent by Split | The length of time during the collection interval that the agent was talking on ACD calls for this SPLIT. (i_acdtime) | hagent_i_acdtime | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, CMS |
| ACD Time - by Split | The length of time during the collection interval that agents were on split/skill ACD calls. (i_acdtime) | hsplit_i_acdtime | ACD Site, ACD Num, split, timestamp | CMS, Split |
| ACD Time - Split | The talk time of all ACDCALLS. (acdtime) | hsplit_acdtime | ACD Site, ACD Num, split, timestamp | CMS, Split |
| ACD Time - VDN | The talk time of all ACDCALLS. ACDTIME does not include HOLDTIME. ACDTIME includes SKILLTIME1, SKILLTIME2, and SKILLTIME3. (acdtime) | hvdn_acdtime | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| ACW Inbound Extension Calls - Agent | The number of inbound extension calls that are received by agents while they are in ACW. (acwincalls) | ACW Inbound Extension Calls - Agent | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, CMS |
| ACW Inbound Extension Calls - Split | The number of inbound extension calls that are received by agents while they are in ACW. (acwincalls) | After Call Work Inbound Extension Calls - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| ACW Inbound Extension Calls Talk Time - Agent | The talk time of all ACWINCALLS. (acwintime) | ACW Inbound Extension Calls Talk Time - Agent | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, CMS |
| ACW Inbound Extension Calls Talk Time - Agent by Split | The length of time during the collection interval that the agent was in ACW and on inbound extension calls. (i_acwintime) | ACW Inbound Extension Calls Talk Time - Agent by Split | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, CMS |
| ACW Inbound Extension Calls Talk Time - by Split | The length of time during the collection interval that agents were in ACW for this split/skill and on inbound extension calls. (i_acwintime) | ACW Inbound Extension Calls Talk Time - by Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| ACW Inbound Extension Calls Talk Time - Split | The number of inbound extension calls that are received by agents while they are in ACW. (acwintime) | After Call Work Inbound Extension Calls Talk Time - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| ACW Outbound Adjunct Calls - Agent | The number of ACWOUTCALLS that are placed by an adjunct on behalf of an agent (keyboarddialed). (acwoutadjcalls) | ACW Outbound Adjunct Calls - Agent | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, CMS |
| ACW Outbound Adjunct Calls - Split | The number of ACWOUTCALLS that are placed by an adjunct on behalf of an agent (keyboarddialed). (acwoutadjcalls) | ACW Outbound Adjunct Calls - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| ACW Outbound Extension Calls - Agent | The number of outbound extension calls that are placed by the agent or on behalf of the agent while they are in ACW. (acwoutcalls) | ACW Outbound Extension Calls - Agent | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, CMS |
| ACW Outbound Extension Calls - Split | The number of outbound extension calls that are placed by agents or on behalf of the agent while they are in ACW. (acwoutcalls) | ACW Outbound Extension Calls - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| ACW Outbound Extension Calls Talk Time - Agent | The talk time of all ACWOUTCALLS. (acwouttime) | ACW Outbound Extension Calls Talk Time - Agent | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, CMS |
| ACW Outbound Extension Calls Talk Time - Agent by Split | The length of time during the collection interval that the agent was in ACW and on outbound extension calls. (i_acwouttime) | ACW Outbound Extension Calls Talk Time - Agent by Split | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, CMS |
| ACW Outbound Extension Calls Talk Time - by Split | The length of time during the collection interval that agents were in ACW for this split/skill and on outbound extension calls. (i_acwouttime) | ACW Outbound Extension Calls Talk Time - by Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| ACW Outbound Extension Calls Talk Time - Split | Talk time of all ACWOUTCALLS. (acwouttime) | ACW Outbound Extension Calls Talk Time - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| ACW Outbound Extension Off Calls - Agent | The number of ACWOUTCALLS that are placed to an off-communication server destination. (acwoutoffcalls) | ACW Outbound Extension Calls - Agent2 | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, CMS |
| ACW Outbound Extension Off Calls - Split | The number of ACWOUTCALLS that are placed to an off-communication server destination. (acwoutoffcalls) | ACW Outbound Extension Off Calls - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| ACW Outbound Extension Off Calls Talk Time - Agent | The talk time of all ACWOUTOFFCALLS. (acwoutofftime) | ACW Outbound Extension Off Calls Talk Time - Agent | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, CMS |
| ACW Outbound Extension Off Calls Talk Time - Split | The talk time of all ACWOUTOFFCALLS. (acwoutofftime) | ACW Outbound Extension Off Calls Talk Time - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| ACW Time - Agent | The length of time that agents spend in ACW that is associated with ACDCALLS. (acwtime) | hagent_acwtime | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, CMS |
| ACW Time - Agent by Split | The length of time during the collection interval that the agent is in ACW. (i_acwtime) | hagent_i_acwtime | ACD Site, ACD Num, Agent Login, split, timestamp | Agent, CMS |
| ACW Time - by Split | The length of time during the collection interval that agents were in ACW for this split/skill. (i_acwtime) | hsplit_i_acwtime | ACD Site, ACD Num, split, timestamp | CMS, Split |
| ACW Time - Echi | The time spent, in seconds, in After Call Work (ACW) associated with this call by the answering agent in this segment. (acwtime) | cdr_acwtime | ACD Site, callid, segment | Echi |
| ACW Time - Split | The length of time that agents spend in ACW that is associated with ACDCALLS. (acwtime) | hsplit_acwtime | ACD Site, ACD Num, split, timestamp | CMS, Split |
| ACW Time - VDN | The length of time that agents spend in ACW that is associated with ACDCALLS. (acwtime) | hvdn_acwtime | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Adjunct Attempt Calls | The number of adjunct-routing attempts for calls in this VDN. (adjattempts) | Adjunct Attempt Calls | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Adjunct Routed Calls | The number of adjunct-routing calls that are redirected by an adjunct processor or host computer. (adjrouted) | Adjunct Routed Calls | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Agent Occupancy Percentage | The percentage of an agent or agent group's occupancy, including after call work time. sum([i_ringtime]+[i_acdtime]+[i_acdothertime] +[i_acdaux_outtime]+[i_acdauxintime] +[i_acwtime])/(sum([ti_stafftime])-sum([ti_auxtime]) +sum([i_acdaux_outtime])+sum([i_acdauxintime])) | % Agent Occupancy - by Split | Agent, CMS | |
| Agent Released | The agent released or dropped the split/skill or direct agent ACD call (0=NO, 1=YES). (agentreleased) | cdr_agentreleased | ACD Site, callid, segment | Echi |
| AHT - Agent | Average handle time for agent: iferror((sum([acdtime])+sum([acwtime])+sum([holdtime]))/sum([acdcalls]),0) | AHT - Agent | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, CMS |
| AHT - Split | Average handle time for split/skill: iferror((sum([acdtime])+sum([acwtime])+sum([holdtime]))/sum([acdcalls]),0) | AHT - Split | CMS, Split | |
| AHT - VDN | Average handle time for VDN: iferror((sum([acdtime])+sum([acwtime])+sum([holdtime]))/sum([acdcalls]),0) | AHT - VDN | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Answer Delay | The wait time (in the vector, in queue, and ringing) until the disposition is recorded in CALL_DISP for the segment. (disptime) | cdr_disptime | ACD Site, callid, segment | Echi |
| Answer Percentage - Split | Percentage of calls offered that were answered for split/skill: ifError(sum([acdcalls])/sum([callsoffered]),0) | % ACD - Split | CMS, Split | |
| Answer Time - Split | The length of time that is spent by callers in queue or ringing before an agent answers the call. (anstime) | hsplit_anstime | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Answer Time - VDN | The length of time that split/skill and direct agent ACD calls waited while vector steps are executed, in queue, and ringing before an agent answers the call. (anstime) | hvdn_anstime | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Answered Ring Time | The length of time that split/skill and direct agent ACD calls spent ringing at the agent's telephone before being answered. (ansringtime) | Answered Ring Time | Agent, CMS | |
| Assisted Call - Agent | The number of times that agents requested supervisor assistance while they were on split/skill ACD calls, direct agent ACD calls, or in call-related ACW for this split/skill. (assists) | hagent_assists | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, CMS |
| Assisted Call - Echi | Whether the answering agent in this segment requested supervisor assistance on this call. Valid values are 0=NO, 1=YES. (assist) | cdr_assist | ACD Site, callid, segment | Echi |
| Assisted Calls - Split | The number of times that agents requested supervisor assistance while they were on split/skill ACD calls, direct agent ACD calls, or in call-related ACW for this split/skill. (assists) | Assisted Calls - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| AUX Inbound Extension Calls - Agent | The number of inbound extension calls that are received by agents while they are in AUX or AVAILABLE, or while the agents have an ACD, AUXIN, or AUXOUT call on hold. (auxincalls) | hagent_auxincalls | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, CMS |
| AUX Inbound Extension Calls - Agent by Split | The length of time during the collection interval that the agent was in AUX work or AVAILABLE and on an inbound extension call. (i_auxintime) | hagent_i_auxintime | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, CMS |
| AUX Inbound Extension Calls - Split | The number of inbound extension calls that are received by agents while they are in AUX or AVAILABLE, or while the agents have an ACD, AUXIN, or AUXOUT call on hold. (auxincalls) | AUX Inbound Extension Calls - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| AUX Inbound Extension Calls Talk Time - Agent | The talk time of all AUXINCALLS. (auxintime) | hagent_auxintime | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, CMS |
| AUX Inbound Extension Calls Talk Time - Agent by Split | The length of time that the agent spends in AUX work. (i_auxtime) | hagent_i_auxtime | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, CMS |
| AUX Inbound Extension Calls Talk Time - by Split | The time during the collection interval that agents were in AUX work or AVAILABLE and on an inbound extension call. (i_auxintime) | AUX Inbound Extension Calls Talk Time - by Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| AUX Inbound Extension Calls Talk Time - Split | The talk time of all AUXINCALLS. (auxintime) | AUX Inbound Extension Calls Talk Time - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| AUX Outbound Adjunct Calls - Agent | The number of AUXOUTCALLS that are placed by an adjunct on behalf of an agent (keyboard dialed). (auxoutadjcalls) | AUX Outbound Adjunct Calls - Agent | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, CMS |
| AUX Outbound Adjunct Calls - Split | The number of AUXOUTCALLS that are placed by an adjunct on behalf of an agent (keyboard dialed). (auxoutadjcalls) | AUX Outbound Adjunct Calls - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| AUX Outbound Extension Calls - Agent | The number of outbound extension calls that are placed by the agent or on behalf of the agent while the agent is in AUX or AVAILABLE, or while the agent has an ACD, AUXIN, or AUXOUT call on hold. (auxoutcalls) | hagent_auxoutcalls | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, CMS |
| AUX Outbound Extension Calls - Split | The number of outbound extension calls that are placed by agents while they are in AUX or AVAILABLE, or while the agents have an ACD, AUXIN, or AUXOUT call on hold. (auxoutcalls) | AUX Outbound Extension Calls - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| AUX Outbound Extension Calls Talk Time - Agent | The talk time of all AUXOUTCALLS. (auxouttime) | hagent_auxouttime | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, CMS |
| AUX Outbound Extension Calls Talk Time - Agent by Split | The length of time during the collection interval that the agent was in AUX work, AVAILABLE, had an ACD, AUXIN, or AUXOUT call on hold and on outbound extension calls. (i_auxouttime) | AUX Outbound Extension Calls Talk Time - Agent by Split | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, CMS |
| AUX Outbound Extension Calls Talk Time - by Split | The length of time during the collection interval that the agent was in AUX work, AVAILABLE, or had an AUXIN or AUXOUT call is on hold, and on outbound extension calls. (i_auxouttime) | AUX Outbound Extension Calls Talk Time - by Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| AUX Outbound Extension Calls Talk Time - Split | The talk time of all AUXOUTCALLS. (auxouttime) | AUX Outbound Extension Calls Talk Time - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| AUX Outbound Extension Off Calls - Agent | The number of AUXOUTCALLS that are placed to a destination outside the communication server. (auxoutoffcalls) | AUX Outbound Extension Off Calls - Agent | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, CMS |
| AUX Outbound Extension Off Calls - Split | The number of AUXOUTCALLS that are placed to a destination outside the communication server. (auxoutoffcalls) | AUX Outbound Extension Off Calls - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| AUX Outbound Extension Off Calls Talk Time - Agent | The talk time of all AUXOUTOFFCALLS not including HOLDTIME. (auxoutofftime) | AUX Outbound Extension Off Calls Talk Time - Agent | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, CMS |
| AUX Outbound Extension Off Calls Talk Time - Split | The talk time of all AUXOUTOFFCALLS not including HOLDTIME. (auxoutofftime) | ACW Outbound Extension Off Calls Talk Time - Split2 | ACD Site, ACD Num, split, timestamp | CMS, Split |
| AUX Time 40 - Agent | The length of time that the agent spends in AUX with a reason code of 40. (ti_auxtime40) | Aux Time 40 - Agent | ACD Site, ACD Num, Agent Login, timestamp, split | Agent, Aux Code, CMS |
| AUX Time 39 - Agent | The length of time that the agent spends in AUX with a reason code of 39. (ti_auxtime39) | Aux Time 39 - Agent | Agent Login, ACD Site, ACD Num, split, timestamp | Agent, Aux Code, CMS |
| AUX Time 38 - Agent | The length of time that the agent spends in AUX with a reason code of 38. (ti_auxtime38) | Aux Time 38 - Agent | ACD Site, ACD Num, split, Agent Login, timestamp | Agent, Aux Code, CMS |
| AUX Time 37 - Agent | The length of time that the agent spends in AUX with a reason code of 37. (ti_auxtime37) | Aux Time 37 - Agent | ACD Site, ACD Num, split, Agent Login, timestamp | Agent, Aux Code, CMS |
| AUX Time 36 - Agent | The length of time that the agent spends in AUX with a reason code of 36. (ti_auxtime36) | Aux Time 36 - Agent | ACD Site, ACD Num, Agent Login, split, timestamp | Agent, Aux Code, CMS |
| AUX Time 35 - Agent | The length of time that the agent spends in AUX with a reason code of 35. (ti_auxtime35) | Aux Time 35 - Agent | Agent Login, ACD Site, ACD Num, split, timestamp | Agent, Aux Code, CMS |
| AUX Time 34 - Agent | The length of time that the agent spends in AUX with a reason code of 34. (ti_auxtime34) | Aux Time 34 - Agent | ACD Site, ACD Num, Agent Login, split, timestamp | Agent, Aux Code, CMS |
| AUX Time 33 - Agent | The length of time that the agent spends in AUX with a reason code of 33. (ti_auxtime33) | Aux Time 33 - Agent | Agent Login, ACD Site, ACD Num, split, timestamp | Agent, Aux Code, CMS |
| AUX Time 32 - Agent | The length of time that the agent spends in AUX with a reason code of 32. (ti_auxtime32) | Aux Time 32 - Agent | Agent Login, ACD Site, ACD Num, split, timestamp | Agent, Aux Code, CMS |
| AUX Time 31 - Agent | The length of time that the agent spends in AUX with a reason code of 31. (ti_auxtime31) | Aux Time 31 - Agent | Agent Login, ACD Num, ACD Site, split, timestamp | Agent, Aux Code, CMS |
| AUX Time 30 - Agent | The length of time that the agent spends in AUX with a reason code of 30. (ti_auxtime30) | Aux Time 30 - Agent | Agent Login, ACD Num, ACD Site, split, timestamp | Agent, Aux Code, CMS |
| AUX Time 29 - Agent | The length of time that the agent spends in AUX with a reason code of 29. (ti_auxtime29) | Aux Time 29 - Agent | Agent Login, ACD Num, ACD Site, split, timestamp | Agent, Aux Code, CMS |
| AUX Time 28 - Agent | The length of time that the agent spends in AUX with a reason code of 28. (ti_auxtime28) | Aux Time 28 - Agent | Agent Login, ACD Num, ACD Site, split, timestamp | Agent, Aux Code, CMS |
| AUX Time 27 - Agent | The length of time that the agent spends in AUX with a reason code of 27. (ti_auxtime27) | Aux Time 27 - Agent | Agent Login, ACD Num, ACD Site, split, timestamp | Agent, Aux Code, CMS |
| AUX Time 26 - Agent | The length of time that the agent spends in AUX with a reason code of 26. (ti_auxtime26) | Aux Time 26 - Agent | Agent Login, ACD Num, ACD Site, split, timestamp | Agent, Aux Code, CMS |
| AUX Time 25 - Agent | The length of time that the agent spends in AUX with a reason code of 25. (ti_auxtime25) | Aux Time 25 - Agent | Agent Login, ACD Site, ACD Num, split, timestamp | Agent, Aux Code, CMS |
| AUX Time 24 - Agent | The length of time that the agent spends in AUX with a reason code of 24. (ti_auxtime24) | Aux Time 24 - Agent | Agent Login, ACD Num, ACD Site, split, timestamp | Agent, Aux Code, CMS |
| AUX Time 23 - Agent | The length of time that the agent spends in AUX with a reason code of 23. (ti_auxtime23) | Aux Time 23 - Agent | Agent Login, ACD Num, ACD Site, split, timestamp | Agent, Aux Code, CMS |
| AUX Time 22 - Agent | The length of time that the agent spends in AUX with a reason code of 22. (ti_auxtime22) | Aux Time 22 - Agent | Agent Login, ACD Num, ACD Site, split, timestamp | Agent, Aux Code, CMS |
| AUX Time 21 - Agent | The length of time that the agent spends in AUX with a reason code of 21. (ti_auxtime21) | Aux Time 21 - Agent | Agent Login, ACD Site, ACD Num, split, timestamp | Agent, Aux Code, CMS |
| AUX Time 20 - Agent | The length of time that the agent spends in AUX with a reason code of 20. (ti_auxtime20) | Aux Time 20 - Agent | Agent Login, ACD Site, ACD Num, split, timestamp | Agent, Aux Code, CMS |
| AUX Time 19 - Agent | The length of time that the agent spends in AUX with a reason code of 19. (ti_auxtime19) | ti_auxtime19 | ACD Num, ACD Site, Agent Login, split, timestamp | Agent, Aux Code, CMS |
| AUX Time 18 - Agent | The length of time that the agent spends in AUX with a reason code of 18. (ti_auxtime18) | ti_auxtime18 | ACD Num, ACD Site, Agent Login, split, timestamp | Agent, Aux Code, CMS |
| AUX Time 17 - Agent | The length of time that the agent spends in AUX with a reason code of 17. (ti_auxtime17) | ti_auxtime17 | ACD Num, ACD Site, Agent Login, split, timestamp | Agent, Aux Code, CMS |
| AUX Time 16 - Agent | The length of time that the agent spends in AUX with a reason code of 16. (ti_auxtime16) | ti_auxtime16 | ACD Num, ACD Site, Agent Login, split, timestamp | Agent, Aux Code, CMS |
| AUX Time 15 - Agent | The length of time that the agent spends in AUX with a reason code of 15. (ti_auxtime15) | ti_auxtime15 | ACD Num, ACD Site, Agent Login, split, timestamp | Agent, Aux Code, CMS |
| AUX Time 14 - Agent | The length of time that the agent spends in AUX with a reason code of 14. (ti_auxtime14) | ti_auxtime14 | ACD Num, ACD Site, Agent Login, split, timestamp | Agent, Aux Code, CMS |
| AUX Time 13 - Agent | The length of time that the agent spends in AUX with a reason code of 13. (ti_auxtime13) | ti_auxtime13 | ACD Site, ACD Num, Agent Login, timestamp, split | Agent, Aux Code, CMS |
| AUX Time 12 - Agent | The length of time that the agent spends in AUX with a reason code of 12. (ti_auxtime12) | ti_auxtime12 | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, Aux Code, CMS |
| AUX Time 11 - Agent | The length of time that the agent spends in AUX with a reason code of 11. (ti_auxtime11) | ti_auxtime11 | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, Aux Code, CMS |
| AUX Time 10 - Agent | The length of time that the agent spends in AUX with a reason code of 10. (ti_auxtime10) | ti_auxtime10 | ACD Num, ACD Site, Agent Login, split, timestamp | Agent, Aux Code, CMS |
| AUX Time 09 - Agent | The length of time that the agent spends in AUX with a reason code of 9. (ti_auxtime9) | hagent_ti_auxtime9 | ACD Num, ACD Site, Agent Login, timestamp, split | Agent, Aux Code, CMS |
| AUX Time 09 - Split | The length of time during the collection interval that agents were in AUX for reason code 9 in this split/skill. (i_auxtime9) | AUX Time 9 - by Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| AUX Time 08 - Agent | The length of time that the agent spends in AUX with a reason code of 8. (ti_auxtime8) | hagent_ti_auxtime8 | ACD Num, ACD Site, Agent Login, timestamp, split | Agent, Aux Code, CMS |
| AUX Time 08 - Split | The length of time during the collection interval that agents were in AUX for reason code 8 in this split/skill. (i_auxtime8) | AUX Time 8 - by Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| AUX Time 07 - Agent | The length of time that the agent spends in AUX with a reason code of 7. (ti_auxtime7) | hagent_ti_auxtime7 | ACD Num, ACD Site, split, timestamp, Agent Login | Agent, Aux Code, CMS |
| AUX Time 07 - Split | The length of time during the collection interval that agents were in AUX for reason code 7 in this split/skill. (i_auxtime7) | AUX Time 7 - by Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| AUX Time 06 - Agent | The length of time that the agent spends in AUX with a reason code of 6. (ti_auxtime6) | hagent_ti_auxtime6 | ACD Num, ACD Site, split, Agent Login, timestamp | Agent, Aux Code, CMS |
| AUX Time 06 - Split | The length of time during the collection interval that agents were in AUX for reason code 6 in this split/skill. (i_auxtime6) | AUX Time 6 - by Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| AUX Time 05 - Agent | The length of time that the agent spends in AUX with a reason code of 5. (ti_auxtime5) | hagent_ti_auxtime5 | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, Aux Code, CMS |
| AUX Time 05 - Split | The length of time during the collection interval that agents were in AUX for reason code 5 in this split/skill. (i_auxtime5) | AUX Time 5 - by Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| AUX Time 04 - Agent | The length of time that the agent spends in AUX with a reason code of 4. (ti_auxtime4) | hagent_ti_auxtime4 | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, Aux Code, CMS |
| AUX Time 04 - Split | The length of time during the collection interval that agents were in AUX for reason code 4 in this split/skill. (i_auxtime4) | AUX Time 4 - by Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| AUX Time 03 - Agent | The length of time that the agent spends in AUX with a reason code of 3. (ti_auxtime3) | hagent_ti_auxtime3 | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, Aux Code, CMS |
| AUX Time 03 - Split | The length of time during the collection interval that agents were in AUX for reason code 3 in this split/skill. (i_auxtime3) | AUX Time 3 - by Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| AUX Time 02 - Agent | The length of time that the agent spends in AUX with a reason code of 2. (ti_auxtime2) | hagent_ti_auxtime2 | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, Aux Code, CMS |
| AUX Time 02 - Split | The length of time during the collection interval that agents were in AUX for reason code 2 in this split/skill. (i_auxtime2) | AUX Time 2 - by Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| AUX Time 01 - Agent | The length of time that the agent spends in AUX with a reason code of 1. (ti_auxtime1) | hagent_ti_auxtime1 | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, Aux Code, CMS |
| AUX Time 01 - Split | The length of time during the collection interval that agents were in AUX for reason code 1 in this split/skill. (i_auxtime1) | AUX Time 1 - by Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| AUX Time - Agent | The length of time during the collection interval that the agent spends in AUX for all splits/skills, or on AUXINCALLS or AUXOUTCALLS and SPLIT was OLDEST_LOGON. (ti_auxtime) | hagent_ti_auxtime | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, CMS |
| AUX Time - Split | The length of time during the collection interval that agents are in AUX in this skill. (i_auxtime) | hsplit_i_auxtime | ACD Site, ACD Num, split, timestamp | CMS, Split |
| AUX Time 0 - Agent | The length of time that the agent spends in AUX with a reason code of 0 (zero). (ti_auxtime0) | hagent_ti_auxtime0 | ACD Site, Agent Login, split, timestamp, ACD Num | Agent, Aux Code, CMS |
| AUX Time 0 - Split | The length of time during the collection interval that agents were in AUX for reason code 0 in this split/skill. (i_auxtime0) | AUX Time 0 - by Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Available For Calls Time - Agent | The length of time during the collection interval that the agent is in the AVAIL state for split/skill or direct agent ACD calls in any split/skill. (ti_availtime) | hagent_ti_availtime | ACD Site, ACD Num, Agent Login, split, timestamp | Agent, CMS |
| Available For Calls Time - Agent by Split | The length of time during the collection interval that the agent was available for ACD calls in this split/skill. (i_availtime) | hagent_i_availtime | ACD Num, ACD Site, split, timestamp, Agent Login | Agent, CMS |
| Available For Calls Time - Split | The length of time during the collection interval that agents were available for calls from this split/ skill. (i_availtime) | hsplit_i_availtime | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Avg Abandon Time - Split | Average time to abandon for split/skill: ifError(sum([abntime])/sum([abncalls]),0) | Avg Abd Time - Split | CMS, Split | |
| Avg Abd Time - VDN | Average time to abandon for VDN: ifError(sum([abntime])/sum([abncalls]),0) | Avg Abd Time - VDN | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Avg ACD Time - Agent | Average ACD talk time for agent: ifError(sum([acdtime])/sum([acdcalls]),0) | Avg ACD Time - Agent | ACD Site, ACD Num, Agent Login, split, timestamp | Agent, CMS |
| Avg ACD Time - Agent by Split | Average ACD talk time for agent in this split/skill: ifError(sum([i_acdtime])/sum([acdcalls]),0) | Avg ACD Time - Agent by Split | Agent, CMS | |
| Avg ACD Time - Split | Average ACD talk time for split/skill: ifError(sum([acdtime])/sum([acdcalls]),0) | Avg ACD Time - Split | CMS, Split | |
| Avg ACD Time - VDN | Average ACD talk time for VDN: ifError(sum([acdtime])/sum([acdcalls]),0) | Avg ACD Time - VDN | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Avg ACW Time - Agent | Average After Call Work time for agent: ifError(sum([acwtime])/sum([acdcalls]),0) | Avg ACW Time - Agent | ACD Site, ACD Num, Agent Login, split, timestamp | Agent, CMS |
| Avg ACW Time - Agent by Split | Average After Call Work time for agent in this split/skill: ifError(sum([i_acwtime])/sum([acdcalls]),0) | Avg ACW Time | Agent, CMS | |
| Avg ACW Time - Split | Average After Call Work time for split/skill: ifError(sum([acwtime])/sum([acdcalls]),0) | Avg ACW Time - Split | CMS, Split | |
| Avg ACW Time - VDN | Average After Call Work time for VDN: ifError(sum([acwtime])/sum([acdcalls]),0) | Avg ACW Time - VDN | CMS, VDN | |
| Avg AUX Extn In Time | Inbound AUX extension calls average talk time: sum(auxintime)/sum(auxincalls) | Avg AUX Extn In Time | Agent, CMS | |
| Avg AUX Extn Out Time | Outbound AUX extension calls average talk time: sum(auxouttime) /sum(auxoutcalls) | Avg AUX Extn Out Time | Agent, CMS | |
| Avg Extn In Time | Inbound extension calls average talk time: (sum(acwintime) + sum(auxintime)) /(sum(acwincalls) + sum(auxincalls)) | Avg Extn In Time | Agent, CMS | |
| Avg Extn Out Time | Outbound extension calls average talk time: (sum(acwouttime) + sum(auxouttime)) /(sum(acwoutcalls) + sum(auxoutcalls)) | Avg Extn Out Time | Agent, CMS | |
| Avg Hold Time - Agent | Average hold time for agent: ifError(sum([holdtime])/sum([holdcalls]),0) | Avg Hold Time - Agent | ACD Site, ACD Num, Agent Login, split, timestamp | Agent, CMS |
| Avg Hold Time - Split | Average hold time for split/skill: ifError(sum([holdtime])/sum([holdcalls]),0) | Avg Hold Time - Split | CMS, Split | |
| Avg Speed Ans - Split | Average answer speed for split/skill: ifError(sum([anstime])/sum([acdcalls]),0) | Avg Speed Ans - Split | CMS, Split | |
| Avg Speed Ans - VDN | Average answer speed for VDN: ifError(sum([anstime])/sum([acdcalls]),0) | Avg Speed Ans - VDN | CMS, VDN | |
| Backup Calls - Split | The number of ACDCALLS that are delivered by a vector command other than “queue to” and answered by this split/skill plus the number of ACDCALLS that are delivered to this split/skill by a “queue to” vector command and answered by an agent who has either Reserve 1 or Reserve 2 skill levels assigned for this skill. (backupcalls) | Backup Calls - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Backup Calls - VDN | The number of ACDCALLS that are delivered by a vector command other than “queue to” and answered by this split/skill plus the number of ACDCALLS that are delivered to this split/skill by a “queue to” vector command and answered by an agent who has either Reserve 1 or Reserve 2 skill levels assigned for this skill. (backupcalls) | hvdn_backupcalls | ACD Site, ACD Num, timestamp, vdn | CMS, VDN |
| Busy Calls - Split | The number of CALLSOFFERED that are given a busy signal by the communication server. (busycalls) | Busy Calls - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Busy Calls - VDN | The number of INCALLS that are given a busy signal by the communication server. (busycalls) | hvdn_busycalls | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Busy Time - Split | The length of time that callers wait in queue before hearing a busy tone for all BUSYCALLS. (busytime) | Busy Time - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Busy Time - VDN | The duration of all BUSYCALLS before the trunk goes idle. (busytime) | hvdn_busytime | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Calls Abandoned - Agent | The number of split/skill ACD calls that are abandoned while ringing the agent's telephone (after being directed to the agent telephone, but before being answered). (abncalls) | Calls Abandoned - Agent | ACD Site, ACD Num, Agent Login, split, timestamp | Agent, CMS |
| Calls Abandoned - Split | The number of CALLSOFFERED that are abandoned while in queue or ringing at an agent position. (abncalls) | hsplit_abncalls | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Calls Abandoned - VDN | The number of INCALLS that are abandoned while INPROGRESS for this VDN. (abncalls) | hvdn_abncalls | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Calls Abandoned Period10 - Split | The number of CALLSOFFERED that are abandoned during the collection interval PERIOD10, as defined on the Call Center Administration: Split/Skill Call Profile window. (abncalls10) | Calls Abandoned Period10 - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Calls Abandoned Period10 - VDN | The number of INCALLS that are abandoned during the collection interval PERIOD10, as defined on the Call Center Administration: VDN Call Profile Setup window. (abncalls10) | Calls Abandoned Period10 - VDN | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Calls Abandoned Period09 - Split | The number of CALLSOFFERED that are abandoned during the collection interval PERIOD9, as defined on the Call Center Administration: Split/Skill Call Profile window. (abncalls9) | Calls Abandoned Period9 - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Calls Abandoned Period09 - VDN | The number of INCALLS that are abandoned during the collection interval PERIOD9, as defined on the Call Center Administration: VDN Call Profile Setup window. (abncalls9) | Calls Abandoned Period9 - VDN | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Calls Abandoned Period08 - Split | The number of CALLSOFFERED that are abandoned during the collection interval PERIOD8, as defined on the Call Center Administration: Split/Skill Call Profile window. (abncalls8) | Calls Abandoned Period8 - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Calls Abandoned Period08 - VDN | The number of INCALLS that are abandoned during the collection interval PERIOD8, as defined on the Call Center Administration: VDN Call Profile Setup window. (abncalls8) | Calls Abandoned Period8 - VDN | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Calls Abandoned Period07 - Split | The number of CALLSOFFERED that are abandoned during the collection interval PERIOD7, as defined on the Call Center Administration: Split/Skill Call Profile window. (abncalls7) | Calls Abandoned Period7 - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Calls Abandoned Period07 - VDN | The number of INCALLS that are abandoned during the collection interval PERIOD7, as defined on the Call Center Administration: VDN Call Profile Setup window. (abncalls7) | Calls Abandoned Period7 - VDN | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Calls Abandoned Period06 - Split | The number of CALLSOFFERED that are abandoned during the collection interval PERIOD6, as defined on the Call Center Administration: Split/Skill Call Profile window. (abncalls6) | Calls Abandoned Period6 - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Calls Abandoned Period06 - VDN | The number of INCALLS that are abandoned during the collection interval PERIOD6, as defined on the Call Center Administration: VDN Call Profile Setup window. (abncalls6) | Calls Abandoned Period6 - VDN | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Calls Abandoned Period05 - Split | The number of CALLSOFFERED that are abandoned during the collection interval PERIOD5, as defined on the Call Center Administration: Split/Skill Call Profile window. (abncalls5) | Calls Abandoned Period5 - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Calls Abandoned Period05 - VDN | The number of INCALLS that are abandoned during the collection interval PERIOD5, as defined on the Call Center Administration: VDN Call Profile Setup window. (abncalls5) | Calls Abandoned Period5 - VDN | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Calls Abandoned Period04 - Split | The number of CALLSOFFERED that are abandoned during the collection interval PERIOD4, as defined on the Call Center Administration: Split/Skill Call Profile window. (abncalls4) | Calls Abandoned Period4 - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Calls Abandoned Period04 - VDN | The number of INCALLS that are abandoned during the collection interval PERIOD4, as defined on the Call Center Administration: VDN Call Profile Setup window. (abncalls4) | Calls Abandoned Period4 - VDN | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Calls Abandoned Period03 - Split | The number of CALLSOFFERED that are abandoned during the collection interval PERIOD3, as defined on the Call Center Administration: Split/Skill Call Profile window. (abncalls3) | Calls Abandoned Period3 - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Calls Abandoned Period03 - VDN | The number of INCALLS that are abandoned during the collection interval PERIOD3, as defined on the Call Center Administration: VDN Call Profile Setup window. (abncalls3) | Calls Abandoned Period3 - VDN | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Calls Abandoned Period02 - Split | The number of CALLSOFFERED that are abandoned during the collection interval PERIOD2, as defined on the Call Center Administration: Split/Skill Call Profile window. (abncalls2) | Calls Abandoned Period2 - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Calls Abandoned Period02 - VDN | The number of INCALLS that are abandoned during the collection interval PERIOD2, as defined on the Call Center Administration: VDN Call Profile Setup window. (abncalls2) | Calls Abandoned Period2 - VDN | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Calls Abandoned Period01 - Split | The number of CALLSOFFERED that are abandoned during the collection interval PERIOD1, as defined on the Call Center Administration: Split/Skill Call Profile window. (abncalls1) | Calls Abandoned 1 - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Calls Abandoned Period01 - VDN | The number of INCALLS that are abandoned during the collection interval PERIOD1, as defined on the Call Center Administration: VDN Call Profile Setup window. (abncalls1) | Calls Abandoned Period1 - VDN | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Calls Acceptable - Split | The number of ACDCALLS that are answered by an agent within the predefined acceptable service level (SERVICELEVEL) as defined on the Call Center Administration: Split/Skill Call Profile window. (acceptable) | hsplit_acceptable | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Calls Acceptable - VDN | The number of ACDCALLS and CONNECTCALLS that are answered within the acceptable service level (SERVICELEVEL) as defined on the Call Center Administration: VDN Call Profile Setup window. (acceptable) | hvdn_acceptable | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Calls Answered Or Connected Period01 | The number of times that calls are answered (ACDCALLS) or connected (CONNECTCALLS) during the service level increment PERIOD1. (ansconncalls1) | Calls Answered Or Connected Period1 | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Calls Answered Or Connected Period02 | The number of times that calls are answered (ACDCALLS) or connected (CONNECTCALLS) during the service level increment PERIOD2. (ansconncalls2) | Calls Answered Or Connected Period2 | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Calls Answered Or Connected Period03 | The number of times that calls are answered (ACDCALLS) or connected (CONNECTCALLS) during the service level increment PERIOD3. (ansconncalls3) | Calls Answered Or Connected Period3 | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Calls Answered Or Connected Period04 | The number of times that calls are answered (ACDCALLS) or connected (CONNECTCALLS) during the service level increment PERIOD4. (ansconncalls4) | Calls Answered Or Connected Period4 | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Calls Answered Or Connected Period05 | The number of times that calls are answered (ACDCALLS) or connected (CONNECTCALLS) during the service level increment PERIOD5. (ansconncalls5) | Calls Answered Or Connected Period5 | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Calls Answered Or Connected Period06 | The number of times that calls are answered (ACDCALLS) or connected (CONNECTCALLS) during the service level increment PERIOD6. (ansconncalls6) | Calls Answered Or Connected Period6 | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Calls Answered Or Connected Period07 | The number of times that calls are answered (ACDCALLS) or connected (CONNECTCALLS) during the service level increment PERIOD7. (ansconncalls7) | Calls Answered Or Connected Period7 | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Calls Answered Or Connected Period08 | The number of times that calls are answered (ACDCALLS) or connected (CONNECTCALLS) during the service level increment PERIOD8. (ansconncalls8) | Calls Answered Or Connected Period8 | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Calls Answered Or Connected Period09 | The number of times that calls are answered (ACDCALLS) or connected (CONNECTCALLS) during the service level increment PERIOD9. (ansconncalls9) | Calls Answered Or Connected Period9 | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Calls Answered Or Connected Period10 | The number of times that calls are answered (ACDCALLS) or connected (CONNECTCALLS) during the service level increment PERIOD10. (ansconncalls10) | Calls Answered Or Connected Period10 | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Calls Arrived - Split | The number of calls that reached this Split/Skill during this interval. (i_arrived) | Calls Arrived - by Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Calls Arrived - VDN | The number of calls that reached this VDN during this interval. (i_arrived) | Calls Arrived - VDN | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Calls Connected - VDN | The number of non-ACD INCALLS that are delivered to a station extension (other than a VDN or direct agent login ID) by a “route to” or “adj rout link” vector command and that do not abandon. (connectcalls) | hvdn_connectcalls | ACD Site, ACD Num, timestamp, vdn | CMS, VDN |
| Calls Deflected | The number of calls that deflected to the network using NCR. (deflectcalls) | Calls Deflected | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Calls Dequeued | The number of calls that queued to this split/skill as a nonprimary split/skill and whose disposition was recorded in another split/skill as answered, abandoned, outflowed, busy, or forced disconnect. (dequecalls) | hsplit_dequecalls | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Calls Disconnected - Split | The number of CALLSOFFERED that executed the “disconnect'' vector command. DISCCALLS also includes calls that are disconnected by the communication server when the vector disconnect timer expires. (disccalls) | hsplit_disccalls | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Calls Disconnected - VDN | The number of INCALLS that were disconnected by the “disconnect” or “reply best” vector command. (disccalls) | hvdn_disccalls | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Calls Offered | The number of calls that queued to the split/skill and that completed during the interval. This does not include calls that could not queue to the split/skill because the queue was full or there was no queue. (callsoffered) | hsplit_callsoffered | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Calls On Hold - Agent | The number of calls that are placed on hold at least once. (holdcalls) | hagent_holdcalls | ACD Site, ACD Num, Agent Login, split, timestamp | Agent, CMS |
| Calls On Hold - Echi | The number of calls that are placed on hold at least once. (holdcalls) | cdr_holds | ACD Site, callid, segment | Echi |
| Calls On Hold - Split | The number of split/skill ACD calls that are placed on hold at least once. (holdcalls) | hsplit_holdcalls | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Calls On Hold - VDN | The number of calls that are placed on hold at least once. (holdcalls) | hvdn_holdcalls | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Calls On Hold Abandoned - Agent | The number of times that callers abandoned while on hold. (holdabncalls) | Calls On Hold Abandoned - Agent | ACD Site, ACD Num, Agent Login, split, timestamp | Agent, CMS |
| Calls On Hold Abandoned - Echi | Whether this on-hold call was abandoned from hold in this call segment. Valid values are 0=NO, 1=YES. (holdabn) | cdr_holdabn | ACD Site, callid, segment | Echi |
| Calls On Hold Abandoned - Split | The number of times that split/skill ACD callers abandoned the call while on hold. (holdabncalls) | Abandoned Calls On Hold - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Calls On Hold Abandoned - VDN | The number of times that callers abandoned while on hold. (holdabncalls) | Calls On Hold Abandoned - VDN | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Calls Returned | The number of calls that reached this VDN by way of the VDN return destination feature. (returncalls) | Calls Returned | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Calls Transferred - Agent | The number of calls that the agent transferred to another destination. (transferred) | hagent_transferred | ACD Site, ACD Num, Agent Login, split, timestamp | Agent, CMS |
| Calls Transferred - Echi | Whether an answering agent initiated a transfer for this call segment. Valid values are 0=NO, 1=YES. (transferred) | cdr_transferred | ACD Site, callid, segment | Echi |
| Calls Transferred - Split | The number of ACDCALLS that are transferred to another destination. (transferred) | Calls Transferred - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Calls Transferred - VDN | The number of calls that are transferred to another destination. (transferred) | hvdn_transferred | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Conference Call - Agent | The number of times that the agent completed a conference. (conference) | hagent_conference | ACD Site, ACD Num, Agent Login, split, timestamp | Agent, CMS |
| Conference Calls - Echi | Whether the answering agent initiated a conference on this segment. Valid values are 0=NO, 1=YES. (conference) | cdr_conference | ACD Site, callid, segment | Echi |
| Conference Calls - Split | The number of ACDCALLS that are conferenced at least once. (conference) | Conference Calls | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Connect Talk Time | The talk time for all CONNECTCALLS. (conntalktime) | hvdn_conntalktime | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Connect Time | The length of time that CONNECTCALLS waited before being answered. (connecttime) | hvdn_connecttime | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Consult Time | The time an agent talked on any outbound call while in AUX work, ACW, or in OTHER with a call on hold. (consulttime) | cdr_consulttime | ACD Site, callid, segment | Echi |
| Dequeued Time | The length of time that DEQUECALLS waited in this split/skill queue before dequeuing. (dequetime) | Dequed Time | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Disconnect Time - VDN | The length of time that all DISCCALLS spent in this VDN. (disctime) | hvdn_disctime | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Disconnected Time - Split | The length of time that all DISCCALLS spent in this split's/skill's queue. (disctime) | Disconnected Time - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Flow In Calls - Split | The number of calls that are redirected to the split/skill's queue from another queue. (inflowcalls) | hsplit_inflowcalls | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Flow In Calls - VDN | The number of calls that are redirected into the VDN by way of a “route to” VDN command or by Redirection on No Answer to this VDN. (inflowcalls) | hvdn_inflowcalls | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Flow Out Calls - Split | The number of CALLSOFFERED that are redirected to another destination while queued to this split/skill. (outflowcalls) | hsplit_outflowcalls | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Flow Out Calls - VDN | The number of INCALLS that are redirected to another VDN or to a destination outside the communication server by way of a “route to” or “adj rout link” vector command, or calls that are redirected to another VDN by the Redirect on No Answer feature. (outflowcalls) | hvdn_outflowcalls | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Flow Out Time - Split | The length of time that all OUTFLOWCALLS wait in queue or ringing before being redirected. (outflowtime) | Flow Out Time - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Flow Out Time - VDN | The length of time that all OUTFLOWCALLS spend in the VDN before being redirected. (outflowtime) | hvdn_outflowtime | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Group Count | A count of agent groups. | Group Count | agent_group, ACD Site, ACD Num | |
| Hold Time - Agent | The length of time that split/skill ACD callers spend on hold. (holdtime) | hagent_holdtime | ACD Site, ACD Num, Agent Login, split, timestamp | Agent, CMS |
| Hold Time - Echi | The total time, in seconds, the call was put on hold by the answering agent in this call segment. (onholdtime) | cdr_onholdtime | ACD Site, callid, segment | Echi |
| Hold Time - Split | The length of time that split/skill ACD callers spend on hold. (holdtime) | hsplit_holdtime | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Hold Time - VDN | The length of time that callers spend on hold. (holdtime) | hvdn_holdtime | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Inbound Call Time | The time spent in the VDN by calls completed during this interval. (intime) | hvdn_intime | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Inbound Calls | The number of inbound calls that are directed to this VDN. (incalls) | hvdn_incalls | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Inbound Extension Call Talk Time | Time on inbound extension calls: sum([acwintime])+sum([auxintime]) | Inbound Extension Call Talk Time | Agent, CMS | |
| Inbound Extension Calls | Inbound extension calls: sum([acwincalls])+sum([auxincalls]) | Inbound Extension Calls | Agent, CMS | |
| Incomplete - Agent | An indication of whether data is complete for this collection interval. (incomplete) | Incomplete - Agent | ACD Site, ACD Num, Agent Login, split, timestamp | Agent, CMS |
| Incomplete - Split | An indication of whether data is complete for this collection interval. (incomplete) | Incomplete - Split | CMS, Split | |
| Incomplete - VDN | An indication of whether data is complete for this collection interval. (incomplete) | Incomplete - VDN | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Interflow Calls - Split | The number of OUTFLOWCALLS that are redirected to a destination outside the communication server. (interflowcalls) | Interflow Calls - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Interflow Calls - VDN | The number of OUTFLOWCALLS that are redirected to a destination outside the communication server. (interflowcalls) | hvdn_interflowcalls | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Logged In Duration | Duration measure for how long the agent spent logged in | Logged In Duration | ACD Site, ACD Num, Agent Login, split, timestamp | Agent |
| Look Attempted Calls | The number of times that Look-Ahead Interflow or BSR Interflow was attempted for calls in this VDN. (lookattempts) | Look Attempted Calls | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Look Flow Calls | The number of INTERFLOWCALLS that are redirected by way of the Look-Ahead Interflow or BSR feature. (lookflowcalls) | Look Flow Calls | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Max Call Wait Time- Split | The maximum length of time that a call, recorded during the collection interval, waited in queue and ringing before an agent answered in this split/skill, the caller abandoned, or the call was redirected, received a busy signal, or was disconnected. (maxocwtime) | hsplit_maxocwtime | CMS, Split | |
| Max Call Wait Time - VDN | The maximum time that a call, recorded during the collection interval, waited in the VDN before being answered (ACD calls) or connected (non-ACD calls), abandoning, being redirected, receiving a busy signal or being disconnected. (maxocwtime) | hvdn_maxocwtime | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Max Calls In Queue | The maximum number of simultaneous calls that are in this split/skill queue during the collection interval. (maxinqueue) | Max Calls In Queue | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Max Calls Waiting | The maximum number of calls that are in queue, in vector processing and ringing simultaneously in the VDN during the collection interval. (hvdn_maxwaiting) | hvdn_maxwaiting | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Max Staffed | The maximum number of agents that are simultaneously staffed during the collection interval. (maxstaffed) | hsplit_maxstaffed | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Network Calls Disconnected | The number of calls that disconnected as a result of the BSR reply step. (netdisccalls) | Network Calls Disconnected | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Network Calls Interflowed In | The number of calls that interflowed in from the network in BSR. (netincalls) | Network Calls Interflowed In | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Network Calls Interflowed In Time | The time, in seconds, that the call was in a VDN somewhere else in the network. (netintime) | Network Calls Interflowed In Time | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Network Polls | The number of network polls for “consider” vector steps in BSR. (netpolls) | Network Polls | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| No Answer Redirected Calls - Agent | The number of split/skill and direct agent ACD calls that rang at this agent's telephone and then were automatically redirected by the Redirection on No Answer feature because they were not answered. (noansredir) | hagent_noansredir | ACD Site, ACD Num, Agent Login, split, timestamp | Agent, CMS |
| No Answer Redirected Calls - Split | The number of split/skill ACD calls that rang at agent positions in the split/skill and then were automatically redirected back to the split/skill queue or to a VDN by the Redirection on No Answer feature because they were not answered. (noansredir) | No Answer Redirected Calls - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| No Answer Redirected Calls - VDN | The number of split/skill and direct agent ACD calls that rang at agent stations and then were automatically redirected by the Redirection on No Answer feature because they were not answered. (noansredir) | hvdn_noansredir | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Other Calls - Split | The number of calls offered to this split/skill that do not abandon and are not answered by an ACD agent for this split/skill. (othercalls) | hsplit_othercalls | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Other Calls - VDN | The number of calls that are given a forced busy, forced disconnect, or outflowed from the communication server, and non-ACD calls that are answered (CONNECTCALLS). (othercalls) | hvdn_othercalls | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Other Time - Agent | The length of time during the collection interval that the agent is in OTHER in any split/skill. (ti_othertime) | Other Time - Agent | ACD Site, ACD Num, Agent Login, split, timestamp | Agent, CMS |
| Other Time - Agent by Split | The length of time that the agent was doing other work. (i_othertime) | Other Time - Agent by Split | ACD Site, ACD Num, split, Agent Login, timestamp | Agent, CMS |
| Other Time - by Split | The length of time during the collection interval that agents spent doing other work. (i_othertime) | hsplit_i_othertime | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Other Time - Split | The length of time that OTHERCALLS wait in queue until the disposition is known and the call left the split/skill. (othertime) | hsplit_othertime | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Other Time - VDN | The total length of time that OTHERCALLS spend in the VDN until the calls leave the VDN. (othertime) | hvdn_othertime | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Outbound Extension Calls | Outbound extension calls: sum([acwoutcalls])+sum([auxoutcalls]) | Outbound Extension Calls | Agent, CMS | |
| Outbound Extension Calls Talk Time | Time on outbound extension calls: sum([acwouttime])+sum([auxouttime]) | Outbound Extension Call Talk Time | Agent, CMS | |
| Phantom Calls Abandoned - Agent | The number of ACD calls for which talk time is less than the value of the phantom-abandon call timer. (phantomabns) | Phantom Calls Abandoned - Agent | ACD Site, ACD Num, Agent Login, split, timestamp | Agent, CMS |
| Phantom Calls Abandoned - Split | The number of split/skill ACD calls for which talk time is less than the value of the phantom-abandon call timer. (phantomabns) | Phantom Calls Abandoned - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Phantom Calls Abandoned - VDN | In countries where central offices do not provide the communication server with disconnect supervision, all calls with talk times that are less than an administrable threshold can be counted as abandoned calls. (phantomabns) | Phantom Calls Abandoned - VDN | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Queue Calls Abandoned | The number of ABNCALLS that are abandoned while in a split/skill or direct agent ACD queue. (abnquecalls) | Queue Calls Abandoned | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Ring Calls - Agent | The number of split/skill and direct agent ACD calls that rang at the agent's position. (ringcalls) | hagent_ringcalls | ACD Site, ACD Num, Agent Login, split, timestamp | Agent, CMS |
| Ring Calls - Split | The number of split/skill calls that rang at agent positions. (ringcalls) | Ring Calls - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Ring Calls - VDN | The number of split/skill and direct agent ACD calls that rang at agent positions. (ringcalls) | hvdn_ringcalls | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Ring Calls Abandoned - Split | The number of split/skill or direct agent ABNCALLS that are abandoned while ringing at an agent position. (abnringcalls) | Abandoned Ring Calls - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Ring Calls Abandoned - VDN | The number of split/skill and direct agent ABNCALLS that are abandoned while ringing at an agent. (abnringcalls) | Ring Calls Abandoned - VDN | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Ring Time - Agent | The length of time that split/skill and direct agent ACD calls spend ringing at the agent's position independent of disposition or other agent activity. (ringtime) | hagent_ringtime | ACD Site, ACD Num, Agent Login, split, timestamp | Agent, CMS |
| Ring Time - Agent by Split | The length of time during the collection interval that the agent had split/skill and direct agent ACD calls ringing. (i_ringtime) | hagent_i_ringtime | ACD Num, ACD Site, split, timestamp, Agent Login | Agent, CMS |
| Ring Time - by Split | The length of time during the collection interval that agents were in the ringing state for calls to this split/skill. (i_ringtime) | Ring Time - by Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Ring Time - Echi | The time a call spends ringing at an agent station for a call segment (ringtime) | cdr_ringtime | ACD Site, callid, segment | Echi |
| Ring Time - Split | The length of time that calls for this split/skill spend ringing at agent positions independent of the final disposition and other agent activity. (ringtime) | Ring Time - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Ring Time - VDN | The length of time that split/skill and direct agent ACD calls spend ringing at agent positions independent of disposition or other agent activity. (ringtime) | hvdn_ringtime | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Service Level Calls Abandoned - Split | The number of ABNCALLS for which the time-to-abandon was less than or equal to the administered SERVICELEVEL for this split/skill. (slvlabns) | Service Level Calls Abandoned - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Service Level Calls Abandoned - VDN | The number of ABNCALLS for which the time-to-abandon was less than or equal to the administered SERVICELEVEL for this VDN. (slvlabns) | hvdn_slvlabns | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Service Level Flow Out Calls - Split | The number of OUTFLOWCALLS for which the time-to-outflow was less than or equal to administered SERVICELEVEL for this split/skill. (slvloutflows) | Service Level Flow Out Calls - Split | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Service Level Flow Out Calls - VDN | The number of OUTFLOWCALLS for which the time-to-outflow was less than or equal to the administered SERVICELEVEL for this VDN. (slvloutflows) | hvdn_slvloutflows | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Skill1 ACW Time | The length of time that agents spend in ACW time for calls that are answered in VDN skill1. (skillacwtime1) | Skill1 ACW Time | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Skill1 Calls Answered | The number of calls that are answered by agents in VDN skill1. (skillcalls1) | Skill1 Calls Answered | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Skill1 Calls Talk Time | The length of time that agents spend talking on calls that are answered in each VDN skill1. (skilltime1) | Skill1 Calls Talk Time | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Skill2 ACW Time | The length of time that agents spend in ACW time for calls that are answered in VDN skill2. (skillacwtime2) | Skill2 ACW Time | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Skill2 Calls Answered | The number of calls that are answered by agents in VDN skill2. (skillcalls2) | Skill2 Calls Answered | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Skill2 Calls Talk Time | The length of time that agents spend talking on calls that are answered in each VDN skill2. (skilltime2) | Skill2 Calls Talk Time | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Skill3 ACW Time | The length of time that agents spend in ACW time for calls that are answered in VDN skill3. (skillacwtime3) | Skill3 ACW Time | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Skill3 Calls Answered | The number of calls that are answered by agents in VDN skill3. (skillcalls3) | Skill3 Calls Answered | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| Skill3 Calls Talk Time | The length of time that agents spend talking on calls that are answered in each VDN skill3. (skilltime3) | Skill3 Calls Talk Time | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |
| SLA Percentage - Split | Percentage of calls answered in service level for split/skill: ifError(sum([acceptable])/sum([callsoffered]),1) | % Service Level - Split | CMS, Split | |
| SLA Percentage - VDN | Percentage of calls answered in service level for VDN: ifError(sum([acceptable])/sum([incalls]),0) | % Service Level - VDN | CMS, VDN | |
| Staffed Time - Agent | The length of time during the collection interval that the agent is staffed in any split/skill. (ti_stafftime) | hagent_ti_stafftime | ACD Num, ACD Site, split, timestamp, Agent Login | Agent, CMS |
| Staffed Time - Agent by Split | The length of time during the collection interval that the agent was logged in to this split/skill. (i_stafftime) | hagent_i_stafftime | ACD Site, ACD Num, Agent Login, split, timestamp | Agent, CMS |
| Staffed Time - Split | The length of time during the collection interval that agents were logged in. (i_stafftime) | hsplit_i_stafftime | ACD Site, ACD Num, split, timestamp | CMS, Split |
| Talk Time | The total talk time for the answering agent in this segment. (talktime) | Talk Time | ACD Site, callid, segment | Echi |
| Total Time | The total time the trunk was in use. (duration) | cdr_duration | ACD Site, ACD Num, callid, segment | Echi |
| Vector Calls Disconnected | The number of calls that are forced to disconnect because the vector disconnect timer expired or because the call reached a vector stop without being queued. (vdisccalls) | Vector Calls Disconnected | ACD Site, ACD Num, vdn, timestamp | CMS, VDN |