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

							BCMS Report Generation
4-26Issue  4  September 1995 
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 4-7. 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 this report, perform the following steps:
1. Enter list bcms agent ## day xx/xx xx/xx schedule (where ## 
is a valid agent extension or login ID measured by BCMS). The first 
specified day is referred to as the start day, while the second day is 
referred to as the stop day. If no start d ay is given, the report displays data 
accrued for the previous six days and data accrued through the most 
recently completed interval (hour or half-hour).
 
 list bcms agent ## time xx:xx xx:xx
          Page 1
REPORT SCHEDULER
                                                  Date: 11:00 pm MON APR 23, 1990
 
 
     Job Id: 1                         Job Status: none
 
     Command: list bcms agent ## time xx:xx xx:xx
 
     Print Interval: scheduled
 
     Print Time: xx:xx
 
 
          Sun: n   Mon: n   Tue: n   Wed: n   Thu: n   Fri: n   Sat: n
  
						

							BCMS Agent Report
Issue  4  September 1995
4-27
2. Press RETUR N.
— The Report Scheduler form ap pears on your sc reen. The cursor is 
located in the Print Interval: field.
Screen 4-8. 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 4-9. Report Scheduler Form with the Print Interval Set to 
scheduled
 
 list bcms agent ## day xx/xx xx/xx
            Page 1
REPORT SCHEDULER
                                                  Date: 11:00 pm MON APR 23, 1990
 
 
        Job Id: 1                         Job Status: none
 
        Command: list bcms agent ## day xx/xx xx/xx
 
        Print Interval: immediate
 
 list bcms agent ## day xx/xx xx/xx
            Page 1
REPORT SCHEDULER
                                                  Date: 11:00 pm MON APR 23, 1990
 
 
     Job Id: 1                         Job Status: none
 
     Command: list bcms agent ##
 
     Print Interval: scheduled
 
     Print Time: xx:xx
 
 
          Sun: n   Mon: n   Tue: n   Wed: n   Thu: n   Fri: n   Sat: n
  
						

							BCMS Report Generation
4-28Issue  4  September 1995 
4. Enter the time you want the report printed and press RETURN.
— The cursor moves to the Sun: field.
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 Agent Summary Report
This report is similar to the BCMS Agent Report except that this report provides 
one line of data for each agent. You can specify one or more agents by entering  
agent IDs or extensions. An agent does not appear on the report if there is no 
data for that agent. If you specify that you want the report to include more than 
one time period, and the data exists for one or more, but not all of the sp ecified 
times, the system uses the available data to calculate and display the one-line 
summary; the system does not identify which times are not in cluded in the 
calculations.
NOTE:
BCMS can track agents based on their phone numbers, or based on login 
IDs. If BCMS/VuStats Login IDs is optioned, BCMS tracks login IDs.
Screen 4-10. BCMS Agent Summary Report — Hourly Summary
 
 list bcms summary agent 4222-4224 4869 time 8:00-12:00
BCMS AGENT SUMMARY REPORT
Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995
Time: 8:00-12:00
AVG TOTAL TOTAL TOTAL AVG TOTAL TOTAL
ACD     TALK   AFTER   AVAIL   AUX/  EXTN   EXTN  TIME     HOLD
AGENT NAME CALLS   TIME   CALL    TIME    OTHER CALLS  TIME  STAFFED  TIME
 s-jones 10 1:15    7:30   25:00   10:40 1 4:00 60:00 :20
 t-anderson 18 1:40   18:00    4:20     :00 2 3:20 60:00 1:00
 j-jacobsen 10 1:20    8:20   16:10     :00 0 :0 38:00 :10
----------- ----- ------ ------- ------- ------- ----- ----- -------- ------
SUMMARY 38 1:28   33:50   45:30   10:40 3 3:33 158:00 1:30 
						

							BCMS Agent Summary Report
Issue  4  September 1995
4-29
NOTE:
4222-4224 in the command line could be a login ID or an extension, 
depending on whether BCMS/VuStats Login IDs is administered.
Screen 4-11. BCMS Agent Summary Report — Daily Summary
NOTE:
4222-4224 in the command line could be a login ID or an extension, 
depending on whether BCMS/VuStats Login IDs is administered.
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 11 time intervals, this report is 
displayed on multiple pages. A summary time is displayed on the last page of the 
report.
TIME/DAY — The time or day interval sp e cified in the command line.
Time is always expressed in 24-hour format. Start and stop times are optional. 
Reports always start at the earliest time interval (either hour or half-hour). If no 
start time is given, the most recent time interval is the default. A stop time 
requires an associated start time. If no stop time is given, only the start 
interval/day is used. If no start time or stop time is given, the most current 
interval/day is used. If you specify 
day in the c ommand and d o not in clude a start 
day or stop day, the report dis plays data for the c urrent day accrued through the 
most recently completed interval (hour or half-hour).
 
 list bcms sum agent 4222-4223 4869 day 5/14
BCMS AGENT SUMMARY REPORT
Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995
Day: 5/14
AVG    TOTAL   TOTAL   TOTAL        AVG   TOTAL    TOTAL
ACD     TALK   AFTER   AVAIL   AUX/  EXTN   EXTN  TIME     HOLD
AGENT NAME CALLS   TIME   CALL    TIME    OTHER CALLS  TIME  STAFFED  TIME
 s-jones 10 1:15    7:30   25:00   10:40 1 4:00 60:00 :20
 t-anderson 18 1:40   18:00    4:20     :00 2 3:20 60:00 1:00
 j-jacobsen 10 1:20    8:20   16:10     :00 0 :0 38:00 :10
----------- ----- ------ ------- ------- ------- ----- ----- -------- ------
SUMMARY 38 1:28   33:50   45:30   10:40 3 3:33 158:00 1:30 
						

							BCMS Report Generation
4-30Issue  4  September 1995 
AGENT NAME — The name of the agent. If no name is administered, the agent’s 
extension is displayed in the form 
EXT 65432.
ACD CALLS — The number of ACD calls answered by this agent for all splits 
during the reporting interval. This value includes calls that flowed in from other 
sp lits and Direct Agent calls.
AVG TALK TIME — The average duration of ACD calls for all splits the agent 
was logged into. This value includes time spent talking but does not include the 
amount of time the agent was holding an ACD call or ring time at the agent’s 
voice terminal. The calculation is:
TOTAL AFTER CALL — The total amount of time that the agent spent in 
call-related or non-call-related ACW work states for all splits during the reporting 
interval. This does not include time spent on direct incoming or outgoing calls 
while in ACW. If an agent entered ACW in one interval, but ended ACW in 
another interval, the appropriate amount of ACW time is  credited to each of the 
intervals.
TOTAL AVAIL TIME — The sum of the time that the agent was available to 
receive ACD calls during the current interval. During this time, the agent:
nWas in Auto-In or Manual-In work modes for at least one split
nWas not in ACW in any split
nWas not on any call or placing any call
nDid not have ringing calls
TOTAL AUX/OTHER — The sum of the time that the agent has the AUX button 
pressed and is not doing anything else for any of the other sp lits (that is, the sum 
of the time that the agent is in AUX work mode for all sp lits). This value does not 
include time the agent spent on an EXTN call or in Manual-In, Auto-In, or ACW 
mode for another sp lit. Note that if the agent was in Other for all logged-in splits 
that time is reflected here. For example, ringing calls can cause several seconds 
of AUX time to accrue.
For the agent report, any non-ACD call time is totaled in the AVG EXTN TIME 
column.  Two points of contrast are:
1. The measurement TOTAL AUX/OTHER is time-interval based, rather than 
being call related. For example, assuming that the previously identified 
stipulations are met, then if the agent is in AUX from 9:55 to 10:05, five 
minutes is pegged in the 9:00 to 10:00 time interval and five minutes is 
pegged in the 10:00 to 11:00 time interval.
AVG TALK TIME=
Total Number o f  ACD Calls AnsweredTotal ACD Talk Time
_ _________________________________ 
						

							BCMS Agent Summary Report
Issue  4  September 1995
4-31
2. The measurement AVG EXTN TIME is call related. For example, if an agent 
is on a non-ACD call from 9:55 to 10:05, the call and ten minutes of EXTN 
time is peg ged in the 10:00 to 11:00 time interval.
Because the agent report includes some call-related items, the sum of all 
items for a given hour cannot exactly equal 60 minutes.
EXTN CALLS — The total number of non-ACD incoming and outgoing calls for 
this agent during the reporting interval. Only those non-ACD calls that are 
originated and/or received while the agent is logged into at least one split are 
counted.
AVG EXTN TIME — The average amount of time that the agent spent on 
non-ACD calls while logged into at least one split during the reporting interval. 
This average does not include time when the agent was holding the EXTN call. 
The calc ulation is:
TOTAL TIME STAFFED — The total time that the agent spent logged into at 
least one split during the reporting interval. Staff time is c loc ked  for an agent who 
is in multiple sp lits as long as the agent is logged into any split. Concurrent times 
for each split are not totaled.
TOTAL HOLD TIME — The total time that the agent placed ACD calls on hold. 
This time is the 
c aller’s hold time and is independent of the state of the agent. 
TOTAL HOLD TIME does not include the hold time for non-ACD calls.
SUMMARY — The total of each of the columns that do not contain averages. 
Columns that do contain averages are the total time divide by the number of 
calls.
Displaying the BCMS Agent Summary Report
BCMS allows you to collect data in either hourly/half-hourly intervals or daily 
intervals and display the report on your terminal.
Displaying an Hourly/Half-Hourly
Interval Report
To dis play this report, perform the following step s:
1. Enter list bcms summary agent ## time xx:xx xx:xx (where ## 
is a valid agent extension or login ID measured by BCMS). The first 
specified time is referred to as the start time, while the second time is 
referred to as the stop time. Time must be disp layed in 24-hour format; 
however, the hours may be indicated as either a 1- or 2-digit number. 
AVG EXTN TIME=
Total Number o f  Ext CallsTotal Ext Time
_ _______________________ 
						

							BCMS Report Generation
4-32Issue  4  September 1995 
Minutes are always expressed as two digits. If no start time is given, the 
report displays data accrued for the previous 24 time intervals (hour or 
half-hour).
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 Agent Summary 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 summary agent ## day xx/xx xx/xx (where ## 
is a valid agent extension or login ID measured by BCMS). The first 
specified day is referred to as the start day, while the second day is 
referred to as the stop day. If no start d ay is given, the report displays data 
accrued for the previous six days and data accrued through the most 
recently completed interval (hour or half-hour).
2. Press 
RETUR N.
— The BCMS Agent Summary 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.
Printing the BCMS Agent Summary Report
BCMS allows you to collect data in either hourly/half-hourly intervals or daily 
intervals and print the report. If you have a printer directly connected to your 
terminal, you may print reports using the instructions provided below. If you do 
not have a p rinter d irectly connected to your terminal, c onsult the instructions for 
sc heduling reports to print to the system printer.
Printing an Hourly/Half-Hourly Interval Report
To print this report, perform the following steps:
1. Enter list bcms summary agent ## time xx:xx xx:xx print 
(where ## is a valid  agent extension or login ID measured by BCMS). The 
first sp ecified time is referred  to as the start time, while the second time is 
referred to as the stop time. Time must be displayed in 24-hour format;  
						

							BCMS Agent Summary Report
Issue  4  September 1995
4-33
however, the hours may be indicated as either a 1- or 2-digit number. 
Minutes are always expressed as two digits. If no start time is given, the 
report displays data accrued for the previous 24 time intervals (hour or 
half-hour).
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 Agent Summary 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 summary agent ## day xx/xx xx/xx print 
(where ## is a valid  agent extension or login ID measured by BCMS). The 
first specified day is referred to as the start day, while the second day is 
referred to as the stop day. If no start d ay is given, the report displays data 
accrued for the previous six days and data accrued through the most 
recently completed interval (hour or half-hour).
2. Press 
RETUR N.
— The BCMS Agent Report Summary prints on the printer attached to 
your terminal.
Scheduling the BCMS Agent Summary
Report to Print
The Report Scheduler allows you to schedule the day or days for the system to 
p rint the report. If you do not have a printer directly connected to your terminal, 
you may use the Report Scheduler feature to print the report immediately to the 
system p rinter. The data for this report can be collected in hourly/half-hourly 
intervals or daily intervals.
Scheduling an Hourly/Half-Hourly 
Interval Report to Print
To schedule this report, perform the following steps:
1. Enter list bcms summary agent ## time xx:xx xx:xx 
schedule (where ## is a valid agent extension or login ID measured by 
BCMS). The first specified time is referred to as the start time, while the 
second time is referred to as the stop time. Time must be displayed in 
24-hour format; however, the hours may be indicated as either a 1- or  
						

							BCMS Report Generation
4-34Issue  4  September 1995 
2-digit number. Minutes are always expressed as two digits. If no start 
time is given, the report displays data accrued for the previous 24 time 
intervals (hour or half-hour).
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 4-12. 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.
 
 list bcms summary agent ## time xx:xx xx:xx
                                                                         Page 1
 
REPORT SCHEDULER
                                                  Date: 11:00 pm MON APR 23, 1990
 
     Job Id: 1                         Job Status: none
 
     Command: list bcms summary agent ## time xx:xx xx:xx
 
     Print Interval: immediate 
						

							BCMS Agent Summary Report
Issue  4  September 1995
4-35
Screen 4-13. 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 this report, perform the following steps:
1. Enter list bcms summary agent ## day xx/xx xx/xx schedule 
(where ## is a valid  agent extension or login ID measured by BCMS). The 
first specified day is referred to as the start day, while the second day is 
referred to as the stop day. If no start d ay is given, the report displays data 
accrued for the previous six days and data accrued through the most 
recently completed interval (hour or half-hour).
2. Press 
RETUR N.
— The Report Scheduler form ap pears on your sc reen. The cursor is 
located in the Print Interval: field.
 
 list bcms summary agent ## time xx:xx xx:xx
          Page 1
REPORT SCHEDULER
                                                  Date: 11:00 pm MON APR 23, 1990
 
 
     Job Id: 1                         Job Status: none
 
     Command: list bcms summary agent ## time xx:xx xx:xx
 
     Print Interval: scheduled
 
     Print Time: xx:xx
 
 
          Sun: n   Mon: n   Tue: n   Wed: n   Thu: n   Fri: n   Sat: n