How to interpret CMS Stat

tek · December 4th, 2003, 03:29 PM

Ok, I design call centers, but my job is not interpreting stats. I need some help. I have a customer asking me what the catagory "other" includes, in agent and skill reports. It seems a bit high in their center. I was hoping it would include aux work time as that would explain it, but that is a separate catagory. I'm guessing it might include outgoing calls when looged in, direct agent calls & acd calls on hold. In this center calls route to a mailbox if the Q threshold is exceeded or in some skills callers get teh option to route out after being Queued for a certain length of time. I don't suppose this Q time before transferring to a mailbox could be included, could it?

ahays · December 7th, 2003, 09:29 AM

Quote:

Originally Posted by tek

I have a customer asking me what the catagory "other" includes, in agent and skill reports.

The below taken direct from Avaya™ Call Management System (CMS) Database Items and Calculations, 585-780-702 and can be found here: http://support.avaya.com/japple/css/...ss.UsageUpdate()

OTHER (real-time)

The OTHER item is included in the following database tables: Split/skill tables

The number of agents that are currently doing OTHER work. Agents show up in OTHER directly after the link to the switch is initiated and directly after the agents log in before the CMS is notified of the agent's work state.

While the agent is in Auto-In or Manual-In, other work for this split/skill includes the amount of time that is spent doing any of the following:

An agent put any call on hold and perform 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.
An extension call or a direct agent ACD call is ringing with no other activity.
The length of time agents were logged into multiple splits/skills and doing work for a split/skill other than this one.

With the EAS feature and multiple call handling, agents are available in other multiple call handling skills, but not in this skill.

This is a status item.

OTHERCALLS (Historical)

The OTHERCALLS item is included in the following database tables:

Split/skill tables

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 = BUSYCALLS + DISCCALLS + OUTFLOWCALLS + DEQUEUECALLS. This is a cumulative item.

Trunk group tables

The number of INCALLS carried by this trunk group that are not answered as split/skill or direct agent ACD calls or do not abandon. These include forced busy calls, forced disconnect calls, calls that are connected to a non-ACD destination, short inbound calls, calls that outflowed off the switch, and calls with unknown dispositions. OTHERCALLS includes BUSYCALLS, DISCCALLS, SHORTCALLS, and CONNECTCALLS. OTHERCALLS = INCALLS - ACDCALLS - ABNCALLS. This is a cumulative item.

Trunk tables

The number of INCALLS carried by this trunk that are not answered as split/skill or direct agent ACD calls or do not abandon. These include forced busy calls, forced disconnect calls, calls that are connected to a non-ACD destination, short inbound calls, and calls with unknown dispositions. OTHERCALLS includes BUSYCALLS, DISCCALLS, SHORTCALLS and CONNECTCALLS. OTHERCALLS = INCALLS - ACDCALLS - ABNCALLS. This is a cumulative item.

Vector tables

The number of INCALLS that are redirected out of the vector, given a busy signal, or are disconnected. OTHERCALLS includes BUSYCALLS, DISCCALLS, and OUTFLOWCALLS. OTHERCALLS = INCALLS - ACDCALLS - ABNCALLS. This is a cumulative item.

VDN tables

The number of calls that are given a forced busy, forced disconnect, or outflowed from the switch, and non-ACD calls that are answered (CONNECTCALLS). OTHERCALLS includes BUSYCALLS, CONNECTCALLS, DISCCALLS, and OUTFLOWCALLS. OTHERCALLS = INCALLS - ACDCALLS - ABNCALLS. This is a cumulative item.

December 4th, 2003, 03:29 PM	#1 (permalink)
tek Registered User Join Date: Dec 2003 Posts: 114	How to interpret CMS Stat Ok, I design call centers, but my job is not interpreting stats. I need some help. I have a customer asking me what the catagory "other" includes, in agent and skill reports. It seems a bit high in their center. I was hoping it would include aux work time as that would explain it, but that is a separate catagory. I'm guessing it might include outgoing calls when looged in, direct agent calls & acd calls on hold. In this center calls route to a mailbox if the Q threshold is exceeded or in some skills callers get teh option to route out after being Queued for a certain length of time. I don't suppose this Q time before transferring to a mailbox could be included, could it?

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