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

BCMS Report Generation
4-36Issue  4  September 1995 
Screen 4-14. Screen 4-14.  Report Scheduler Form
NOTE:
If you do not have a printer directly connected to your terminal, you 
can immediately print the report to the system printer by pressing 
ENTE R.
3. Enter schedule and press 
RETU RN.
— The Print Time: field  appears beneath the Print Interval: field, and 
fields for each day of the week appear at the bottom of the form. 
The cursor is located in the Print Time: field.
Screen 4-15. Report...

BCMS Split Report
Issue  4  September 1995
4-37
5. Enter y for day(s) you want the report printed. Use RE TUR N to move the 
cursor to the next field.
6. When you are finished, press 
ENTE R.
— The report has been scheduled, and the system presents the enter 
command: prompt.
BCMS Split Report
The BCMS Split Report provides traffic  information for the sp ecified split number. 
Depending on specifics from the command line, the information may be 
displayed as either a time interval or a daily summary. If...

BCMS Report Generation
4-38Issue  4  September 1995 
Screen 4-16. BCMS Split or Skill Report — Hourly
Screen 4-17. BCMS Split or Skill Report — Daily
NOTE:
Xs are used to show field size and are not dis played as part of the form. *   Acceptable service level changed.
Split   is displayed as Skill when EAS is optioned.
Split   is disp layed as Skill when EAS is optioned.
 
 list bcms split 3 time 8:00-10:00
BCMS SPLIT REPORT
Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995
Split: 03
 Split Name:...

BCMS Split Report
Issue  4  September 1995
4-39
Report Headers, Abbreviations, 
and Their Definitions
This report presents header information at the top of each page. This information 
includes the command entered to generate the report, the page number of the 
report, the title of the report, and the time and date the report was generated. If 
this is a time report and there are more than 10 time intervals, this report is 
displayed on multiple pages. A daily summary report is displayed on the last...

BCMS Report Generation
4-40Issue  4  September 1995 
nA completed call may span more than one time period. ACD calls 
that are in process (have not terminated) are counted in the time 
period in which they terminate. For example, if an ACD call begins 
in the 10:00 to 11:00 time period, but terminates in the 11:00 to 
12:00 time period, the data for this call is counted in the 11:00 to 
12:00 time period.
ABAND CALLS — The total number of ACD calls that have hung up while 
waiting to be answered during...

BCMS Split Report
Issue  4  September 1995
4-41
FLOW OUT — The total number of calls queued to this split that were:
nSuccessfully sent to the sp lit’s coverage point after queuing for the 
specified 
d on’t answer interval. (This does not include calls that went to 
coverage based on any other criterion.)
nForwarded-out via call forwarding
nForwarded-out via a route to station extension vector step
nAnswered via the Call Pickup feature
nForwarded-out via Look Ahead Interflow
nFirst queued to this split...

BCMS Report Generation
4-42Issue  4  September 1995 
answer is recorded to the statistics for sp lit 4. However, no inflow is 
recorded to the statistics for split 4. This sc enario is shown in the 
following table.
If the call is answered on split 5, an outflow is recorded for the 
statistics to split 4, and both an inflow and an answer are recorded 
to the statistics for split 5. This scenario is shown in the following 
table.
Similarly, if a multip ly queued call routes to another sp lit, an outflow...

BCMS Split Report
Issue  4  September 1995
4-43
AVG STAFF — The average number of agents who were logged into this split 
(staffed) during the reporting interval.
% IN SERV LEVL — The percentage of calls answered within the administered 
service level.
where
accepted is calls answered whose queue time was less than or equal to the 
administered service level for the split
dequeued is a call that encountered the split’s queue, but that was NOT 
answered, abandoned, or outflowed.  This occurs with multiple...

BCMS Report Generation
4-44Issue  4  September 1995 
2. Press RETUR N.
— The BCMS Split Report appears on your screen.
3. If the report consists of more than one page, press the 
NEXTPAGE key to 
display subsequent pages and the 
PRE VPA G E key to display previous 
pages.
Displaying a Daily Report
To display this report, perform the following step s:
1. Enter list bcms split ## day xx/xx xx/xx (where ## is an 
administered split measured by BCMS). If the split is only one digit (for 
example, split 5),...

BCMS Split Report
Issue  4  September 1995
4-45
NOTE:
Whether the system c ollects the data in hourly or half-hourly intervals 
depends on the Measurement Interval setting  in the Feature-Related 
System Parameters screen.
2. Press 
RETUR N.
— The BCMS Split Report prints on the printer attached to your 
terminal.
Printing a Daily Report
To print this report, perform the following steps:
1. Enter list bcms split ## day xx/xx xx/xx print (where ## is 
an administered split measured  b y BCMS). If the...