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 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.
 
 list bcms summary 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 summary agent ## day xx/xx xx/xx
 
        Print Interval: immediate
 
 list bcms summary 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 summary agent
 
     Print Interval: scheduled
 
     Print Time: xx:xx
 
 
          Sun: n   Mon: n   Tue: n   Wed: n   Thu: n   Fri: n   Sat: n
  
						

							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 neither 
time nor day is 
specified, 
time is the default. In this case, the report displays data accrued for 
the p revious 24 time intervals (hour or half-hour), including data from the most 
recently completed time interval. To get information on the current time interval, 
you must use a monitor bcms command. Screen 4-16 shows the BCMS Split or 
Skill Summary Rep ort — Hourly, and Screen 4-17 shows the BCMS Split or Skill 
Report — Daily.
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 which 
they terminate. For example, if an ACD  call begins in the 10:00 to 11:00 
time interval, but terminates in the 11:00 to 12:00 time interval, the data for 
this  call is counted in the 11:00 to 12:00 time interval.
nAsterisks within a field indic ate that the maximum for that field has been 
exceeded. 
						

							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: services                           Acceptable Service Level: 17
 
AVG          AVG AVG    TOTAL             TOTAL       % IN
ACD   SPEED ABAND  ABAND TALK   AFTER  FLOW FLOW  AUX/  AVG   SERV
TIME CALLS ANS   CALLS  TIME TIME   CALL   IN   OUT   OTHER STAFF LEVL
8:00- 9:00 32 :25 4 :32 5:15 16:00 3 5 3:30 4.0 80*
9:00-10:0 8 :07 1 :03 3:20 :00 0 0 9:30 2.2 85
----------- ----- ----- -----  ----- ----- -------  ---- ---- ------ ----- ---
SUMMARY 40 :21 5 :26 4:52 :26 3 5 13:00 3.1 81
 
 list bcms split 3 day 5/14/95
BCMS SPLIT REPORT
Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995
Split: 03
 Split Name: services                           Acceptable Service Level: 17
 
AVG          AVG AVG    TOTAL             TOTAL       % IN
ACD   SPEED ABAND  ABAND TALK   AFTER  FLOW FLOW  AUX/  AVG   SERV
DAY CALLS ANS   CALLS  TIME TIME   CALL   IN   OUT   OTHER STAFF LEVL
5/14/95  40   :21     5    :26  4:52   17:20 3    5 13:00   3.1 81
 --------    ----- -----  ----  ----- ----- ------- ---- ---- ------- ----- ---
SUMMARY        40   :21     5    :26  4:52   17:20 3    5 13:00   3.1 81 
						

							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 
page of the report.
SPLIT — The split number specified with the command line.
SPLIT NAME — Displays the name that is administered for this split number. If 
no name exists, BCMS disp lays the split extension (for example, EXT 65432).
ACCEPTABLE SERVICE LEVEL — The desired time to answer for a given hunt 
g roup. Timing for a call begins when the call enters the hunt group queue.
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 oldest time interval is the default. A stop time requires an 
associated start time. If no stop time is given, the last completed time interval 
(hour or half-hour) is the default. If no start or stop time is given, the report 
displays data accrued for the previous 24 time intervals. If you specify 
day in the 
command and do not include a start day or stop day, the report displays data 
accrued for the previous six days and data accrued through the most recently 
completed interval (hour or half-hour).
ACD CALLS — The number of ACD  calls completed for this split during the 
current interval. This number also in cludes calls that flowed in from other splits 
and Direct Agent calls.
AVG SPEED ANS — The average amount of time answered ACD calls (split and 
Direct Agent) spent in queue and ringing at an agent’s station before being 
answered during the reporting interval. Calls that flowed in do not have queue 
time from the previous split included in this average. This calculation is:
NOTE:
Keep the following things in mind:
nThis value does not include time listening to a forc ed first 
announcement.
AVG SPEED ANS=
Total Number o f  ACD Calls Answered Sum o f  Each Answered Call¢s Time In Queue+Time Ringing at the Agent¢s Extension
_ _____________________________________________________________________________ 
						

							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 this time interval. This value includes those calls 
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 ueue b efore flowing into 
this split. The calculation is:
NOTE:
This value does not include time listening to a forced first announcement or 
c alls that 
abandon while listening to a forc ed first announcement.
AVG TALK TIME — The average amount of time agents are a ctive on ACD calls 
(split and direct agent) for each split. This in cludes time spent talking.  The 
calculation does not include ring time at an agent’s voice terminal or time spent 
on hold. The calc ulation is:
TOTAL AFTER CALL — The amount of time that the agents in this split spent in 
call-related or noncall-related ACW mode during the reporting  interval. This value 
includes time spent on direct incoming or outgoing calls while in ACW. If an 
agent entered ACW in one interval, but left ACW in another interval, each interval 
is credited with ACW time.
FLOW IN — The total number of completed calls that this split received as a 
coverage point (intraflowed) from another BCMS-measured split, or are call 
forwarded (interflowed) to this split during the reporting interval. This total does 
not include calls that are interflowed from a remote switch by means of the Look 
Ahead Interflow feature. FLOW INs are recorded when a call end s.
AVG ABAND TIME=
Total Number o f  Abandoned CallsTotal Abandon Time
_ ______________________________
AVG TALK TIME=
Total Number o f  ACD CallsTotal ACD Talk Time
_________________________ 
						

							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 and answered by the second or third split queued 
to
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 multiple sp lit-queuing environment, inflows and outflows become a bit 
more complicated. Consider the following sc enarios:
nIf a multiply queued call 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 recorded to the statistic s 
for the answering  s plit. For example, sup pose there are three splits 
numbered 1 through 3. A call comes in for s plit 1, but all agents are 
busy on this split. The call then goes into queue for splits 2 and 3. 
An agent on split 3 answers the call. In this example, an outflow is 
recorded to the statistics for split 1, and an inflow and an answer 
are recorded to the statistics for split 3. The statistic s for split 2 are 
unaffected because the call was not answered in this split. This 
sc enario is shown in the following table.
If the c all is answered in the primary split, no inflows or outflows are 
recorded to the statistics for any split. Splits 2 and 3 record the call 
as dequeued.
nIf a call is queued on three sp lits (for example, sp lits 1, 2, and 3, 
with split 1 being the primary split), then encounters a route-to 
command that sends the call to another VDN, that queues to 
different splits (for example, sp lits 4 and 5), an outflow is recorded 
to the statistics for split 1. If the call is answered in split 4, an  Call Answered by Nonprimary Split
Split Pegging
Split 1 Split 2 Split 3
BCMS outflow dequeued inflow answer 
						

							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 
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 logg ed -in agents in this sp lit were 
unavailable to receive calls during the reporting interval. This value includes time 
sp ent on non-ACD c alls while in AUX for this split. This value does not include the 
time agents spent on another sp lit’s calls or in ACW for another split.
Note that a split totals AUX TIME whenever any agent logs into the sp lit and:
nReceives a EXTN call while in AUX or AVAIL state
nMakes a EXTN call while in AUX or AVAIL state
nHits his/her AUX button
nOther
Furthermore, the sp lit report measurement AUX TIME is time-interval based, 
since it is not directly related to a call. For example, if an agent is in AUX for any 
of the previously identified reasons from 9:55 to 10:05, then 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.
If you perform these calculations for each agent within a split and total them — 
the calculated number should generally be the same as displayed on the split 
report. However, because of differences in how the agent and split reports 
handle EXTN calls you may (occasionally) see different numbers between the 
two reports.Call Answered by Primary Split after a Route to VDN
Split Pegging
Split 1 Split 2 Split 3 Split 4 Split 5
BCMS outflowdequeued dequeued answer dequeued
Call Answered by Non-Primary Split after a Route to VDN
Split Pegging
Split 1 Split 2 Split 3 Split 4 Split 5
BCMS outflowdequeued dequeued outflow inflow answer 
						

							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 split queuing.
SUMMARY — For those columns that specify averages, the summary is an 
average for the entire reporting interval. For the ACD CALLS, ABAND CALLS, 
TOTAL AFTER  C ALL, FLOW IN, FLOW OUT, AUX TIME, and TOTAL H OLD TIME 
columns, the summary is the sum of individual time intervals or specified days.
Displaying the BCMS Split Report
BCMS allows you to collect data in either hourly or half-hourly intervals and daily 
intervals, and to disp lay 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 split ## time xx:xx xx:xx (where ## is an 
administered split measured by BCMS). If the split is only one digit (for 
example, split 5), just enter the single digit. 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 2-digit number. Minutes are always 
expressed as two digits. If no start time is given, the report displays data 
a c crued 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.
AVG STAFF=
Time Interval Total Sta ff  Time
_ ______________
%IN SERV LEVL=
ACD calls+abandons+out f lows+dequeued Accepted *100
_ _________________________________________ 
						

							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), just enter the single digit. 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 day is given, the report displays data accrued for the 
p revious six days plus data accrued through the most recently completed 
interval (hour or half-hour).
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.
Printing the BCMS Split Report
BCMS allows you to collect data in either hourly or half-hourly intervals and daily 
intervals, and to 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 printer directly connected to your terminal, consult the instructions in 
the next section for scheduling 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 split ## time xx:xx xx:xx print (where ## is 
an administered split measured by BCMS). If the split is only one d igit (for 
example, split 5), just enter the single digit. 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 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). 
						

							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 split is only one digit (for 
example, split 5), just enter the single digit. The first specified day is 
referred to as the start d ay, while the second day is referred to as the stop 
day. If no start day is given, the report displays data accrued for the 
p revious six days plus data accrued through the most recently c ompleted 
interval (hour or half-hour).
2. Press 
RETUR N.
— The BCMS Split Report prints on the printer attached to your 
terminal.
Scheduling the BCMS Split 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 split ## time xx:xx xx:xx schedule (where 
## is an administered split measured by BCMS). If the sp lit is only one 
digit (for example, sp lit 5), just enter the single digit. 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 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).