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

BCMS Report Generation
4-6Issue  4  September 1995 
Monitor Command
The monitor command is used to display real-time status reports for splits and 
split agents. These reports display data accrued since the last interval boundary. 
The time intervals may be in one-hour or half-hour increments. (To select the 
desired increment, access the Feature-Related System Parameters sc reen and 
enter hour or half-hour in the Measurement Interval field. Consult Chapter 6, 
Use of BCMS Reports for ACD Plannin g for...

BCMS Split Status Report
Issue  4  September 1995
4-7
can immediately update the information on the screen b y p ressing UPDATE. At the 
beginning of the next interval, the report resets. Screen 4-1 shows the BCMS 
Split Status Report.
Screen 4-1. BCMS Split Status Report Screen
Report Headers, Abbreviations, 
and Their Definitions
The header information at the top of each page includes the command entered 
to generate the report, the page number and the total number of pages in the 
report, the title of...

BCMS Report Generation
4-8Issue  4  September 1995 
NOTE:
With BCMS, splits do not have to be numbered from 1, and split numbers 
do not have to be consecutive.
Split Name — The administered name of the split. This name usually desc ribes 
the purpose or service of the split (for example, sales, servic e, or help line). If no 
name exists, BCMS disp lays the sp lit extension (for example, EXT 65222).
NOTE:
The split name is limited to a maximum of 11 characters. If you enter more 
than 11 c haracters,...

BCMS Split Status Report
Issue  4  September 1995
4-9
state count for this split. Also, if an agent is on a call while in ACW mode, the 
agent appears in the Extn state count, and not in the ACW state.
AUX — The number of agents in this split who are currently in the AUX work 
mode for this split. If an agent is answering a call from another split or is in ACW 
work mode for another sp lit, that agent is not considered in AUX work mode for 
this split and is not included in this number. The agent is...

BCMS Report Generation
4-10Issue  4  September 1995 
ACD CALLS — The number of ACD calls that the agent has completed  sin ce the 
beginning of the current interval. This value includes any calls that flowed in from 
other sp lits. (Calls in process are not counted until they are completed.)
EXT IN CALLS — The number of non-ACD calls that the agent has received 
(incoming) since the beginning of the current interval. (Calls in process are not 
counted until they are completed.) The maximum value is 255....

BCMS System Status Report
Issue  4  September 1995
4-11
the information on the screen by pressing UPDATE. This report is reset at the 
beginning of the time interval (for example, hour or half-hour). Screen 4-2 shows 
the BCMS System Status Report.
NOTE:
When analyzing this report, keep the following things in mind:
nAll averages are for completed calls only.
nA completed call may sp an more than one time interval. ACD calls that are 
in process (have not terminated) are counted in the time interval in...

BCMS Report Generation
4-12Issue  4  September 1995 
SPLIT NAME — The name of the split (for example, sales, service, or help line). 
If no name exists, the sp lit extension (for example, EXT 12345) is displayed.
CALLS WAIT — The number of calls in the split’s queue that are currently 
waiting to be answered and c alls ringing at an agent’s phone. If any of the c alls in 
the queue are Direct Agent calls, an asterisk appears before this field. Consult 
the Glossary for a description of the Direct Agent...

BCMS System Status Report
Issue  4  September 1995
4-13
AVG ABAND TIME — The average time before an ACD call abandons. This 
does not include any time spent in another split’s queue before intraflowing to 
this split. The calculation is:
NOTE:
This value does not in clude time spent listening to a forced first 
announcement or calls that 
abandon while listening to a forc ed first 
announcement.
ACD CALLS — The number of ACD  calls completed during the current interval. 
This number also includes those...

BCMS Report Generation
4-14Issue  4  September 1995 
dequeued is a call that encountered the split’s queue, but which was NOT 
answered, abandoned, or outflowed. This occurs with multiple split queuing.
Displaying the BCMS System Status Report
BCMS allows you to generate a BCMS System Status Report on all the BCMS 
sp lits or selected BCMS splits. To g enerate a report on all the BCMS splits, enter 
the monitor bcms system command. The report produced by this command 
p resents information on all BCMS...

BCMS VDN Status Report
Issue  4  September 1995
4-15
Screen 4-3. BCMS VDN Status Report Screen
Report Headers, Abbreviations,
and Their Definitions
Date — The current date and time (updated every 30 seconds or when the 
update key is pressed).
VDN NAME — The name of the VDN being reported. If the VDN does not have a 
name administered, this field displays 
EXT XXXXX where XXX XX is the VDN’s 
extension.
CALLS WAIT — The number of calls that encountered this VDN and have not 
been answered, abandoned,...