DCS (Direct Contact Statistics)

The DCS report provides information regarding call interactions for the configured workgroups. For a sample report, see Sample DCS output. For more information, Appendix A: Settings for Blue Pumpkin Enterprise.

Group

This field is the name of the workgroup queue identifying this row of data.

Table: WFM_iWrkGrpQueueStats (WFM_iStatsGroup if using skills)

Column: cName (cReportGroup if using skills)

Date

This field is the formatted date indicating the start of the reported interval.

Time

This field is the formatted time indicating the start of the reported interval.

Int

This field is the duration, in minutes, of the reported interval.

CV

This field is the total number of call interactions that entered the workgroup queue during this interval.

Table: WFM_iWrkGrpQueueStats (WFM_iStatsGroup if using skills)

Column: nEnteredAcd

SL

This field is the percentage of calls that agents handled within a specified threshold. Configure the threshold in the plug-in parameters described in the previous section.

Table: WFM_iWrkGrpQueueStats (WFM_iStatsGroup if using skills)

Column: Calculated Field

AB

This field is the number of calls that abandoned during this interval.

Table: WFM_iWrkGrpQueueStats (WFM_iStatsGroup if using skills)

Column: nAbandonedAcd

ASA

This field is the average speed of answer, or delay time, of calls in this workgroup queue during this interval.

Table: WFM_iWrkGrpQueueStats (WFM_iStatsGroup if using skills)

Column: Calculated Field

AHT

This field is the average handle time, or talk time, of calls in this workgroup queue during this interval.

Table: WFM_iWrkGrpQueueStats (WFM_iStatsGroup if using skills)

Column: Calculated Field

Staff

This field is the total amount of number of minutes that all agents are logged on during this interval, divided by the interval duration. When using the skills reporting option rather than workgroups, this field cannot be calculated and is always 0.

Table: WFM_iWrkGrpQueueStats (not included when using skills)

Column: Calculated Field

Occ

This field is not currently used.

BL

This field is not currently used.