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

Use of BCMS Rep orts for ACD Plannin g
6-26Issue  4  September 1995 
Table 6-8. 180 Seconds Average Service Time 
AVG SPEED ANS
agents 11 15 22 30 45 60 90 120 180
1222233345
2 111111121314161921
3 222324252629313539
4 353637394145485357
5 495152555762667276
6 646667717479849196
7 798183879197102110115
8 95 97 100 104 108 115 121 129 134
9 111 113 116 122 126 134 140 148 154
10 127 130 133 139 144 152 159 168 174
12 160 164 168 175 180 190 197 207 213
14 194 198 203 211 217 228 236 246 253
16 228 233 239...

Engineering  ACD Applications with Data Obtained from 
the BCMS Reports
Issue  4  September 1995
6-27
200 3755 3794 3826 3867 3892 3922 3939 3958 3968
225 4246 4288 4322 4365 4391 4421 4439 4458 4468
250 4738 4783 4819 4863 4890 4921 4938 4957 4967
275 5231 5278 5316 5361 5388 5420 5438 5457 5467
300 5724 5774 5813 5859 5887 5920 5938 5957 5967
350 6713 6766 6808 6857 6886 6919 6937 6957 6967
400 7703 7760 7804 7854 7885 7918 7937 7957 7967
450 8694 8754 8800 8853 8883 8918 8937 8957 8967
500 9686 9750...

Use of BCMS Rep orts for ACD Plannin g
6-28Issue  4  September 1995 
Table 6-9. 240 Seconds Average Service Time 
AVG SPEED ANS
agents 11 15 22 30 45 60 90 120 180
1222222233
28889910111214
3 161717181920222427
4 262727283032343740
5 363738404144465154
6 474849515357596468
7 586061636669737882
8 707173767883879297
9 828385889196100107111
10 94 96 98 101 104 110 114 121 126
12 118 121 123 127 131 137 142 150 155
14 143 146 149 154 158 165 171 179 185
16 169 172 175 181 186 194 200 208 214
18 195 198 202...

Engineering  ACD Applications with Data Obtained from 
the BCMS Reports
Issue  4  September 1995
6-29
200 2796 2823 2847 2879 2900 2926 2942 2959 2968
225 3162 3192 3218 3251 3273 3300 3316 3334 3343
250 3530 3562 3589 3624 3647 3675 3691 3708 3718
275 3898 3932 3961 3997 4021 4049 4065 4083 4093
300 4267 4302 4332 4370 4394 4423 4440 4458 4468
350 5005 5045 5077 5117 5142 5172 5189 5208 5218
400 5746 5788 5822 5865 5891 5922 5939 5958 5968
450 6487 6532 6568 6612 6639 6671 6688 6707 6717
500 7229 7277...

Use of BCMS Rep orts for ACD Plannin g
6-30Issue  4  September 1995 
Table 6-10. 300 Seconds Average Service Time 
AVG SPEED ANS
agents 11 15 22 30 45 60 90 120 180
1111112222
26677788910
3 131313141415161820
4 212121222324262830
5 292930313234363941
6 373839404144464952
7 464748505154566063
8 565657596164677175
9 656667697175788386
10 74 76 77 79 81 85 89 94 98
12 94 95 97 100 102 107 111 117 121
14 114 116 117 121 124 129 133 140 144
16 134 136 138 142 145 151 156 163 168
18 155 157 159 164 167 174 179...

Engineering  ACD Applications with Data Obtained from 
the BCMS Reports
Issue  4  September 1995
6-31
200 2225 2245 2264 2289 2307 2330 2344 2360 2369
225 2518 2539 2559 2586 2605 2629 2643 2660 2669
250 2811 2834 2855 2884 2904 2928 2943 2959 2969
275 3104 3129 3152 3182 3202 3227 3242 3259 3268
300 3398 3425 3449 3480 3501 3527 3542 3559 3568
350 3987 4017 4043 4076 4098 4125 4141 4159 4168
400 4578 4610 4638 4674 4697 4724 4741 4758 4768
450 5170 5204 5234 5271 5295 5324 5340 5358 5368
500 5762 5799...

Use of BCMS Rep orts for ACD Plannin g
6-32Issue  4  September 1995 
Table 6-11. 600 Seconds Average Service Time 
AVG SPEED ANS
agents 11 15 22 30 45 60 90 120 180
1111111111
2333334445
3667777889
4 101011111111121314
5 141415151516171819
6 191919192021222325
7 232324242526272830
8 282828293030323336
9 323233343536373941
10 37 37 38 38 40 41 43 44 47
12 47 47 48 48 50 51 53 55 58
14 56 57 58 59 60 62 64 67 70
16 66 67 68 69 71 73 76 78 81
18 77 77 78 80 82 84 87 89 93
20 87 88 89 90 93 95 98 101 105
25...

Engineering  ACD Applications with Data Obtained from 
the BCMS Reports
Issue  4  September 1995
6-33
200 1106 1113 1123 1132 1145 1154 1165 1172 1180
225 1251 1259 1270 1280 1293 1303 1314 1322 1330
250 1397 1405 1418 1428 1442 1452 1464 1471 1480
275 1543 1552 1565 1576 1591 1601 1614 1621 1630
300 1690 1699 1713 1724 1740 1750 1763 1771 1780
350 1983 1994 2010 2021 2038 2049 2063 2071 2079
400 2277 2289 2306 2319 2337 2348 2362 2370 2379
450 2572 2585 2603 2617 2636 2648 2662 2670 2679
500 2867 2881...

Use of BCMS Rep orts for ACD Plannin g
6-34Issue  4  September 1995 
Trunk Engineering Guidelines
The number of trunks required for a typical ACD ranges from 1.1 to 1.7 times the 
number of agents (whenever a blocked call represents potential lost revenue). 
As in the case of agents, the number of trunks required for an ACD is based on 
the incoming traffic to each split, not the ACD as a whole.
The left-most column in Table 6-12 lists the number of trunks required to service 
a split depending on the...

Engineering  ACD Applications with Data Obtained from 
the BCMS Reports
Issue  4  September 1995
6-35
nDetermine the desired grade of service (the blocking probability).  The 
blocking probability for each split is defined as the ratio of blo cked calls to 
the total number of incoming calls.
nIn the column corresponding to the desired grade of service, (for 
example, 1 percent blocking probability) choose the nearest higher 
carried load.  The number of trunks required is then read from the 
left-most...