ATT DEFINITY Communications System Generic 3 Instructions Manual

Basic Call Management System (BCMS)
Issue  3   March 1996
3-257
Furthermore, the split report measurement AUX TIME is time-interval 
based, since it is not directly related to a c all. 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  pegg e d in the 9:00 to 10:00 time interval and five minutes is 
p e gg e d in the 10:00 to 11:00 time interval.
If you perform these calculations for each agent within a split and total them 
— 
The...

Feature Descriptions
3-258Issue  3   March 1996 
The BCMS Split Summary Re port provides traffic measurement information for a 
specified group of BCMS splits. Depending on specifics from the command line, 
the information may b e displayed as either a time interval or daily summary. If 
neither ‘‘time’’ nor ‘‘day’’ is specified, ‘‘time’’ is the default. In this case, the report 
displays data accrued for the previous 24 time intervals (hour or half-hour), 
including data from the most recently completed...

Basic Call Management System (BCMS)
Issue  3   March 1996
3-259
Screen 3-17. BCMS Split or Skill Summary Report — Hourly 
Summary
Screen 3-18. BCMS Split or Skill Summary Report 
— Daily 
Summary
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  ‘‘SPLIT’’ is...

Feature Descriptions
3-260Issue  3   March 1996 
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 
p a ge of the report.
TIME/DAY 
— The time or day interval specified 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...

Basic Call Management System (BCMS)
Issue  3   March 1996
3-261
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 split’s queue before flowing into 
this split. The calculation is:
NOTE:
This value d oes not include time listening to a forced first announcement or 
calls that ‘‘abandon’’ while listening to a forced first announcement.
AVG TALK TIME 
—...

Feature Descriptions
3-262Issue  3   March 1996 
nFirst queued to this split and answered by the second or third split q ueued 
to
nWere redirected back to this split or its coverage path due to Redirect On 
No Answer timing.
FLOW  OUT s are recorded when a call ends.
NOTE:
In a vectoring environment, inflows and outflows b e come a bit more 
complicated. Consider the following scenarios:
nIf a multiple q ueued call is answered in a nonprimary sp lit (that is, a 
second or third split), an outflow is...

Basic Call Management System (BCMS)
Issue  3   March 1996
3-263
answer is recorded to the statistics for split 4. However, no inflow is 
recorded to the statistics for split 4. This scenario is shown in the 
following table.
If the call is answered on split 5, an outflow is recorded for the 
statistics to sp lit 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 split, an...

Feature Descriptions
3-264Issue  3   March 1996 
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.
AVG STAFF 
— The average number of agents who were log ged into this split 
(staffed) during the reporting interval.
% IN SERV LEVL 
—...

Basic Call Management System (BCMS)
Issue  3   March 1996
3-265
nAll averages are for completed calls only.
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 in a field indicate...

Feature Descriptions
3-266Issue  3   March 1996 
Screen 3-20. BCMS Trunk Group Daily Report
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 interval report and there are more than 11 time intervals, this report 
is displayed on multiple...