BCMS Vu - Understanding report

[vjc715]

Help! Can anyone tell me what Flow In/Flow Out mean on the Split/Skill interval report.

Also - where does the report get a total for ext calls? What is done to get that total?

thanks!

 

[PDHall]

Flow in relates to calls that are delivered via the "Route to VDN" command in the vector, flow out relates to calls that terminate at another VDN or possibly an external number

 

[ctr999]

In a nutshell:

Flow In - the number of calls that were redirected to this
split/skill queue from another queue. For instance, you queue a call to skill 1, but after a certain amount of time you send it via a go-to or route-to step to skill 2. That would count as a Flow-In for Skill 2

Flow Out - The number of calls offered to this split/skill that were redirected to another destination. Using the example above, that call would count as a Flow Out for Skill 1

Extension Calls: The number of extension calls made or received by agents while logged into the split/skill. This counts any call made by the agent, or any call to the agent's extension.

Check out the CMS CentreVu Supervisor Reports Manual. It goes in-depth on all fields of the reports

 

[G van Hamburg]

I think also calls answered by Audix and if I'm not mistaken calls picked up by other extensions .(with call pick up)

Note:

BCMS-Vu provides you with information that is pulled out of the Definity by the "list measuments ...." commands.

Look in the helpfile and you'll find more information.

Don't compare it with CMS for thats an external application with far more options. Plan your work............Work your plan