Still having Vu Stats problems

[Subtech]

On Vu Stats I have one format linked to another format, and they use the next button to see the other line of data. My problem is only the first line displays data. The format is as follows:

Format Number: 10 Object Type: agent
Next Fomat Number: 11 Update Interval: no-update On Change? No

Number of Intervals:

Data Field Character: $ Display Interval: 10

Format Description: call=$$$ act=$$$$

Data Type Format Period Threshold Ref

1. acd-calls day all
2. average-acd-call-time m:ss day


Format Number: 11 Object Type: agent
Next Fomat Number: None Update Interval: no-update On Change? No

Number of Intervals:

Data Field Character: $ Display Interval: 10

Format Description: acw=$$$$ auxrc=$

Data Type

1. split-average-after-call-time: Format is m:ss Ref is top all
2. current-reason-code : No data in format, Period, Threshold or Ref.

Can anybody give me a clue?

Thanks Subtech

 

[sjforcum]

So what specific data items are not displaying? It doesn't look like you're using enough data to span to the second line.

 

[Subtech]

The acw in format 11

Thanks

 

[sjforcum]

You don't see ACW in format 11 but you do see auxrc?

 

[Subtech]

Yes, I can see it auxrc

 

[sjforcum]

Have you tried adding another data placeholder to the ACW time? using 4 is a little low (don't forget the : needs it's own $). I'd have the ACW=$$$$$.

When you look at the VuStats, do you see your ACW= followed by stars, or do you just not see it at all?

 

[Subtech]

I do not see any data at all.

 

[BIS]

Try to change the update interval to sometiing like 30.

 

[sjforcum]

I don't think the problem is the interval. How did you set the split-average-after-call-time ref to all?

I'm using a V6 switch and it won't allow me to enter that setting (I can't figure out why you would want to either).

 

[Subtech]

Sorry my fault.

acd-calls is set to Period=Day Ref=all

average-acd-call-time is set to Format=m:ss Period=day no Ref

 

[sjforcum]

That's your problem. The VuStats has no idea what split you're referrencing. How many splits are your agents logging into? If it's only 1, put a 1 in that field. If it's multiple splits, enter the sequence number that they log into (EXAMPLE: Agent logs into split 20 & 21. You will need to know what split they log into first (say it's 20). You want the VUStats to display info for split 21, so you would put a 2 in the referrence field. The referrence field number is the order of logins. If you wanted info for split 20, you'd enter a 1.

Let me know if that works.

 

[Subtech]

Let me make sure I understand. If my agents are logging into splits 30, 57, 55, 56, 57 & 58. So in my reference field I would put 6?

Thanks

 

[sjforcum]

Which split are you trying to get the ACW measurement for?

 

[sjforcum]

One other question....are you trying to display the Agent's ACW stats or the ACW stats for a certain split?

The command you're using is to see the average after call work time for an individual split.

 

[sjforcum]

If you put 6 in the referrence field, and that list was the order in which they login, then the Average ACW for split 58 is what would be displayed.

 

[Subtech]

So, if I want to show an average of all skills assigned to that agent, is there a way to do that?

 

[sjforcum]

I just tried on my switch (V6) and I could not make it report an average for ALL splits. You'll need to specify a split.

 

[sjforcum]

I just tried on my switch (V6) and I could not make it report an average for ALL splits. You'll need to specify a split.