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

BCMS Report Generation
4-46Issue  4  September 1995 
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 Report Scheduler form ap pears on your screen. The cursor is 
located in the Print Interval: field.
Screen 4-18. Report Scheduler Form
If you do not have a printer directly connected to your terminal, you can 
immediately print the report to the system...

BCMS Split Report
Issue  4  September 1995
4-47
Screen 4-19. Report Scheduler Form with the Print Interval Set to scheduled
4. Enter the time you want the report printed and press RETURN.
— The cursor moves to the Sun: field.
5. Enter y for the day(s) you want the report printed. Use 
RETU RN 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.
Scheduling a Daily Report to Print
To schedule...

BCMS Report Generation
4-48Issue  4  September 1995 
Screen 4-20. Report Scheduler Form
If you do not have a printer directly connected to your terminal, you can 
immediately print the report to the system printer by p ressing 
EN TER.
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 4-21. Report Scheduler Form with the...

BCMS Split Summary Rep ort
Issue  4  September 1995
4-49
— The report has been scheduled, and the system presents the enter 
command: prompt.
BCMS Split Summary Report
NOTE:
This report replaces (and enhances) the BCMS System Report. Customers 
with upgrades from previous DEFINITY releases running BCMS will see that 
their scheduled list bcms system command is changed automatically to 
the list bcms summary split command to get this new report.
The BCMS Split Summary Report provides traffic measurement...

BCMS Report Generation
4-50Issue  4  September 1995 
Screen 4-22. BCMS Split or Skill Summary Report — Hourly Summary
Screen 4-23. BCMS Split or Skill Summary Report — Daily SummarySPLIT   is displayed as SKILL when EAS is optioned.
SPLIT   is displayed as SKILL when EAS is optioned.
 list bcms summary split 3 15 time 9:00-16:00
BCMS SPLIT SUMMARY REPORT
Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995
Time: 9:00-16:00
AVG          AVG AVG    TOTAL             TOTAL       % IN
ACD   SPEED ABAND...

BCMS Split Summary Rep ort
Issue  4  September 1995
4-51
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...

BCMS Report Generation
4-52Issue  4  September 1995 
that have abandoned while in queue or while ringing. Calls that are not queued  
(b ecause the queue is full, the caller receives a forced first announcement and  
abandons during the announcement, or no agents are staffed) are not counted 
as abandoned. Also, calls that abandon while on hold are not counted as 
abandoned.
AVG ABAND TIME — The average time before an ACD call abandons. This 
value does not include any time spent in another sp lit’s q...

BCMS Split Summary Rep ort
Issue  4  September 1995
4-53
nWere redirected back to this split or its coverage path due to Redirect On 
No Answer timing.
FLOW OUTs are recorded when a call ends.
NOTE:
In a vectoring environment, inflows and outflows become a bit more 
complicated. Consider the following scenarios:
nIf a multiple queued c all is answered in a nonprimary split (that is, a 
second or third split), an outflow is recor ded to the statistics for the 
first split, and an inflow and an answer are...

BCMS Report Generation
4-54Issue  4  September 1995 
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 multiple queued call routes to another sp lit, an outflow 
is record ed to the statistics for the p rimary split, but no inflow is 
recorded to the statistics for the routed-to split.
TOTAL AUX/OTHER — The total time that...

BCMS Split Summary Rep ort
Issue  4  September 1995
4-55
% 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 split queuing.
SUMMARY — For those columns that specify averages, the summary is an 
average for the...