ATT DEFINITY Communications System Generic 3 Instructions Manual

Basic Call Management System (BCMS)
Issue  3   March 1996
3-237
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 and the 
total numb er of pages in the report, the title of the report, and the time and date 
the report was generate d. If more than 14 splits are b eing measured by BCMS, 
the remaining splits are displayed on multiple pages.
SPLIT NAME...

Feature Descriptions
3-238Issue  3   March 1996 
nAsterisks indicate that the maximum for the associated field has 
been exceeded.
AVAIL AGENT 
— The numb er of agents in this split who are currently available 
to receive an ACD call directed to this split.
ABAND CALLS 
— The total number of ACD calls that have hung up while 
waiting to be answered. This includes those calls that have abandoned while in 
queue or while ringing. Calls that are not queued (for example, because the 
queue is full, the...

Basic Call Management System (BCMS)
Issue  3   March 1996
3-239
NOTE:
The average is for ACW sessions, which may not correspond to the number 
of ACD calls either because some ACD calls did not have ACW time or 
b e cause the call was recorded in another interval.
% IN SERV LEVL 
— The percentage of calls answered with in the administered 
service level for this split.  Calculation is based on the following:
where
accepted is calls answered whose q ueue time was less than or equal to the 
administered...

Feature Descriptions
3-240Issue  3   March 1996 
Screen 3-10. BCMS Vector Directory Number Status
Report Headers, Abbreviations, and 
Their Definitions
Date — The current date and time (updated every 30 seconds or when the 
u p date 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 ‘‘XXXXX’’ is the 
VDN’s extension.
CALLS WAIT 
— The number of calls that encountered this VDN and have not 
been answered,...

Basic Call Management System (BCMS)
Issue  3   March 1996
3-241
NOTE:
Answer time for a call is recorded when the call ends. If a call originates in 
interval x, is answered in interval y, and ends in interval z, the associated 
answer and talk times are record ed in interval z.
ABAND CALLS 
— The number of calls to this VDN that have a bandoned before 
being answered during the current period. This includes VDN calls that were 
routed to an attendant, station, or announcement, and abandoned before being...

Feature Descriptions
3-242Issue  3   March 1996 
AVG ABAND TIME — The average time abandoned calls waited b efore 
abandoning during the current period. The calculation is:
AVG TALK/HOLD 
— The average talk time for ACD calls c ompleted by this VDN 
during the current period. This does not include ring time, but it does include any 
time the caller spent on Hold. The calculation is:
CONN CALLS 
— The number of calls that were route d to a station (agent or 
non-ACD), attendant, or announcement, and were...

Basic Call Management System (BCMS)
Issue  3   March 1996
3-243
BCMS Historical Reports
BCMS p rovides  eight historical reports. These reports give you information for an 
interval of time. You can print the reports for a period time measured in minutes 
or hours, or a period of time measured in days. The BCMS historical reports are:
nAgent Report
nAgent Summary  Report
nSplit Re port
nSplit Summary  Report
nTrunk Group Report
nTrunk Group Summary Re port
nVDN Report
nVDN Summary Re port
You are able to...

Feature Descriptions
3-244Issue  3   March 1996 
NOTE:
Time interval data may be collected in half-hour or one-hour 
increments. (To select the desired increment, access the 
Feature-Related System Parameters sc reen and enter half-hour 
or hour in the “ Measurement Interval”  field.) The switch stores time 
interval data in a time database which holds a maximum of 25 
intervals. Data for the 26th interval overwrites the first interval in the 
time database (and so on). Therefore, if the half-hour option...

Basic Call Management System (BCMS)
Issue  3   March 1996
3-245
Screen 3-11. BCMS Agent Report — Hourly
NOTE:
4222 could be a login ID or an extension, d e pending on whether 
BCMS/VuStats Login IDs is administered.
Screen 3-12. BCMS Agent Report 
— Daily
NOTE:
4222 could be a login ID or an extension.
 
 list bcms agent 4222 8:00
BCMS AGENT REPORT
Switch Name: Lab Model  Date: 11:05 am MON MAY 15, 1995
Agent: 4222
Agent Name: s-jones
AVG    TOTAL   TOTAL   TOTAL        AVG   TOTAL    TOTAL
ACD     TALK...

Feature Descriptions
3-246Issue  3   March 1996 
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 p age 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 daily summary report is displayed on the last 
p...