ATT DEFINITY Communications System Generic 3 Basic Call Management System Instructions Manual

Use of BCMS Rep orts for ACD Plannin g
6-6Issue  4  September 1995 
the number of agents required and Table 6-12 to determine the number of trunks 
required for a given ACD, you may find that the exp e cted number of call arrivals 
or the carried load lies somewhere between two entries in the tables. Therefore, 
the number of agents or trunks required will also lie somewhere b etween the two 
entries.
If this is the c ase, the number of agents required or number of trunks needed can 
only b e found  b y...

Engineering  ACD Applications with Data Obtained from 
the BCMS Reports
Issue  4  September 1995
6-7
To determine how many agents will be required to handle the incoming c all load 
of an ACD split, use Tables 6-2 through 6-12 as follows:
nUse the BCMS Split Report (list bcms split) to determine the AVG TALK 
TIME (the time an agent spends processing a call, or talking to a caller). 
Tables 6-2 through 6-12 contain data that desc ribes the following service 
times: 7, 15, 30, 45, 60, 90, 120, 180, 240,...

Use of BCMS Rep orts for ACD Plannin g
6-8Issue  4  September 1995 
should be answered in less than 30 seconds, how many agents should be 
employed in this department?
Table 6-8 provides data for 180-second (3-minute) call durations. Under the 
30-second column heading (AVG SPEED  ANS), find the first entry greater than 
160 calls per hour (168). Follow this row left to the agents column and find 12 
agents. The number of agents required to answer 160 calls (of 3-minute duration) 
per hour with 90...

Engineering  ACD Applications with Data Obtained from 
the BCMS Reports
Issue  4  September 1995
6-9
Therefore, 17 agents are needed to support the reservations department.
Example 3:
The manager of a split in an ACD knows that calls average 75 seconds and that 
the split receives 200 calls per hour.  The manager wants most of the calls to be 
answered in less than 40 seconds.  How many agents are required? To answer 
this question, you must interpolate between all parameters—first, between d elay 
time...

Use of BCMS Rep orts for ACD Plannin g
6-10Issue  4  September 1995 
Now interp olate between delay time and calls per hour in both tables to obtain 
calls per hour for a 40-second delay time.
Now you can fill in the first blank: 197 calls per hour under the 40-second delay 
time heading. Repeat the interpolation p rocess three more times to c ome up with 
the figures 251, 190, and 226.
So now we know that 5.05 agents would be needed when a 60-second service 
time is desirable. Repeat the above...

Engineering  ACD Applications with Data Obtained from 
the BCMS Reports
Issue  4  September 1995
6-11
y (number of agents) = 7.27
From exact calculations, the use of six agents implies that 12.2 percent of the 
incoming calls will wait more than 40 seconds.  Or, with seven agents, 5.56 
percent will wait more than 40 seconds. If anything above, 10 percent is 
undesirable, a seventh agent must be acquired. 60 Seconds Average Service Time 75 Seconds90 Seconds Average 
Service Time
AVG ANSWER SPEED AVG...

Use of BCMS Rep orts for ACD Plannin g
6-12Issue  4  September 1995 
8 3532 3657 3783 3863 3941 3983 4025 4047 4069
9 4038 4167 4295 4376 4455 4496 4539 4561 4583
10 4545 4677 4808 4889 4969 5010 5053 5075 5097
12 5562 5699 5833 5916 5997 6039 6082 6104 6126
14 6581 6722 6859 6943 7025 7067 7110 7132 7155
16 7602 7746 7885 7971 8053 8095 8139 8161 8183
18 8625 8771 8912 8998 9081 9123 9167 9189 9212
20 9648 9797 9939 10026 10109 10152 10195 10218 10240
25 12208 12362 12508 12596 12680 12723 12767 12789...

Engineering  ACD Applications with Data Obtained from 
the BCMS Reports
Issue  4  September 1995
6-13
500 256415 256604 256773 256870 256960 257006 257051 257074 257097
550 282128 282318 282487 282584 282674 282720 282765 282788 282811
600 307842 308032 308201 308298 308389 308434 308480 308503 308525
650 333555 333745 333915 334013 334103 334148 334194 334217 334240
700 359268 359459 359629 359727 359817 359863 359908 359931 359954
750 384982 385173 385343 385441 385531 385577 385623 385645 385668
800...

Use of BCMS Rep orts for ACD Plannin g
6-14Issue  4  September 1995 
Table 6-2. 15 Seconds Average Service Time 
AVG SPEED ANS
agents 11 15 22 30 45 60 90 120 180
1 44526886115136163180198
2 196 222 261 295 339 367 399 417 437
3 386 425 478 521 572 603 637 656 676
4 592 640 703 752 808 840 876 896 916
5 806 862 933 986 1045 1078 1115 1135 1156
6 1025 1089 1165 1221 1282 1317 1355 1375 1396
7 1248 1317 1399 1457 1521 1556 1594 1615 1636
8 1474 1548 1634 1694 1759 1795 1834 1854 1875
9 1702 1780 1869 1932...

Engineering  ACD Applications with Data Obtained from 
the BCMS Reports
Issue  4  September 1995
6-15
200 47329 47493 47645 47735 47821 47865 47909 47932 47954
225 53325 53490 53644 53735 53821 53865 53909 53932 53954
250 59321 59488 59643 59734 59821 59865 59909 59932 59954
275 65318 65487 65642 65734 65820 65864 65909 65932 65954
300 71315 71485 71641 71733 71820 71864 71909 71932 71954
350 83310 83482 83640 83733 83820 83864 83909 83931 83954
400 95307 95480 95639 95732 95820 95864 95909 95931 95954...