ATT DEFINITY Communications System Generic 3 Instructions Manual

Basic Call Management System (BCMS)
Issue  3   March 1996
3-247
nWas not in ACW in any split
nWas not on any call or placing any call (unless MCH is active)
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 splits (that is, the sum 
of the time that the agent is in AUX work mo de for all splits). This value d oes not 
include time the agent sp ent on an EXTN call or in Manual-In, Auto-In, or...

Feature Descriptions
3-248Issue  3   March 1996 
TOTAL HOLD TIME — The total time that the agent placed ACD calls on hold. 
This time is the ‘‘caller’s hold time’’ and is independent of the state of the agent. 
TOTA L HOL D TI M E 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 divid e d by the number of 
calls.
BCMS Agent Summary Report
This report is similar to the BCMS Ag ent...

Basic Call Management System (BCMS)
Issue  3   March 1996
3-249
Screen 3-14. BCMS Agent Summary Report — Daily Summary
NOTE:
4222-4224 in the command line could be a login ID or an extension, 
d e pending 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 p age number of the 
report, the title of the report, and...

Feature Descriptions
3-250Issue  3   March 1996 
ACD CALLS — The number of ACD calls answered by this agent for all sp lits 
during the reporting interval. This value includes calls that flowed in from other 
splits and Direct Ag ent calls.
AVG TALK TIME 
— The average duration of ACD calls for all splits the a gent 
was lo g ged into. This value includes time spent talking but d oes not include the 
amount of time the agent was holding an ACD call or ring time at the a gent’s 
voice terminal. The...

Basic Call Management System (BCMS)
Issue  3   March 1996
3-251
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...

Feature Descriptions
3-252Issue  3   March 1996 
nA comp leted call may span 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 examp le, 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 indicate that the maximum for that field has 
been exceeded....

Basic Call Management System (BCMS)
Issue  3   March 1996
3-253
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 10 time intervals, this report is 
displayed on multiple pages. A daily summary report is displayed...

Feature Descriptions
3-254Issue  3   March 1996 
NOTE:
Keep the following things in mind:
nThis value does not include time listening to a forced first announcement.
nA c ompleted  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 exam ple, if an ACD call be gins in the 10:00 to 11:00 
time p eriod, but terminates in the 11:00 to 12:00 time period, the data for 
this call is counted in the 11:00 to...

Basic Call Management System (BCMS)
Issue  3   March 1996
3-255
forward ed (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  I Ns are recorded when a call ends.
FLOW OUT 
— The total number of calls queued to this sp lit that were:
nSuccessfully sent to the split’s coverage point after queuing for the 
specified ‘‘don’t answer’’ interval. (This does not include calls...

Feature Descriptions
3-256Issue  3   March 1996 
nIf a call is queued on three splits (for example, splits 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 
answer is recorded to the statistics for split 4. However, no inflow is 
recorded to the statistics for split 4. This...