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ATT DEFINITY Communications System Generic 3 Instructions Manual
ATT DEFINITY Communications System Generic 3 Instructions Manual
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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 — The name of the split (for example, sales, service, or help line). If no name exists, the split extension (for example, EXT 12345) is displayed. CALLS WAIT — The number of calls in the split’s queue that are currently waiting to b e answered and calls ringing at an agent’s phone. If any of the calls in the queue are Direct Agent calls, an asterisk a p pears before this field. Consult the Glossary for a d esc ription of the Direct Agent feature. OLDEST CALL — The number of minutes and seconds the oldest call in queue has been waiting to be answered. This includes calls ringing at an agent’s phone. AVG SPEED ANS — The average amount of time it takes before the calls are being answered. This value includes time waiting in the q ueue and time ringing at the agent’s voice terminal. The calculation is: NOTE: Keep the following things in mind: nCalls that flow in from other split(s) do not include ‘‘time in queue’’ from the other sp lits in this calculation. Also, the AVG SPEED ANS does not include time spent listening to a forced first announcement. nA comp leted 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. & Split name is not administered — default is EXT xxxx, where xxxx is the extension administered for the sp lit. ‘‘SPLIT’’ is displayed as ‘‘SKILL’’ when EAS is optioned. AVG SPEED ANS= The Total Number o f ACD Calls Answered Sum o f Each Completed Call¢s Time In Queue+Time Ringing _ ________________________________________________________
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 caller receives a forced first announcement and abandons during the announcement, or no agents are staffed) are not counted as abandoned for the hunt group. AVG ABAND TIME — The average time before an ACD call abandons. This does not include any time spent in another split’s queue before intraflowing to this split. The calculation is: NOTE: This value d oes not include time spent listening to a forced first announcement or calls that ‘‘abandon’’ while listening to a forced first announcement. ACD CALLS — The number of ACD calls comp leted during the current interval. This number also includes those calls that flow in from other splits. AVG TALK TIME — The average duration of ACD calls for each split. This calculation includes the time each agent sp ent talking but does not include ring time at an agent’s voice terminal. The calculation is: AVG AFTER CALL — the average ACW time for call-related ACW time completed b y agents in this split during this time interval. Call-related ACW is the time that occurs immediately after an ACD call (that is, when an agent was in Manual mode and an ACD call ended, or when the agent presses the ACW button during an ACD call). AVG AFTER CALL does not include time spent on direct incoming or outgoing calls while in ACW or time that immediately follows an EXTN call. The calculation is: AVG ABAND TIME= Total Number o f Abandoned CallsTotal Abandon Time _ ______________________________ AVG TALK TIME= Total Number o f ACD Calls AnsweredTotal ACD Talk Time _ _________________________________
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 service level for the split. dequeued is a call that encountered the split’s queue, but which was NOT answered, abandoned, or outflowed. This occurs with multiple split queuing. BCMS VDN Status Report The VDN Status Report gives real-time status information for internally measured VDNs. You can monitor up to 99 VDNs at one time, however; the report can display up to 13 VDNs on a single page. Therefore, if you are monitoring 99 VDNs, the report is 6 pages long. You must specify the extensions of the VDNs you want the system to monitor. You can sp ecify the extension in a list or in a range format. For example, monitor bcms vdn 12345 12346 12350-12359. AVG AFTER CALL= Number o f Call Related ACW SessionsTotal Call Related ACW Time _ _________________________________ %IN SERV LEVL= ACD calls+Abandons+Out f lows+dequeued Accepted *100 _ _________________________________________
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, abandoned, outflowed, or forc ed busy/disc. Includes calls in
queues in vector processing, and ringing at an agent’s station.
OLDEST CALL
— The time the oldest call currently waiting has waited in the
VDN. Timing starts when the call enters the VDN.
ACD CALLS
— The number of completed ACD calls answered in a
BCMS-measured sp lit. The split may have been reached via the queue-to-main,
check b ackup, route-to, messaging split, or adjunct routing c ommands. Includes
Direct Agent calls.
AVG SPEED ANS
— The average speed of answer for ACD and connect calls
that have completed for this VDN d uring the current period. This includes the
time in vector processing, in a split’s queue, and time ringing. The calculation is: * Indicates that the VDN name is not administered for the VDN; default
extension is as shown.
monitor bcms vdn 12345-12349
BCMS VECTOR DIRECTORY NUMBER STATUS
Date: 15:30 Mon May 15, 1995
AVG AVG AVG CALLS % IN
CALLS OLDEST ACD SPEED ABAND ABAND TALK/ CONN FLOW BUSY/ SERV
VDN NAME WAIT CALL CALLS ANS CALLS TIME HOLD CALLS OUT DISC LEVL
knives 5 :25 50 :39 5 :45 2:30 0 0 24 91
EXT 12346 0 :00 0 :00 0 :00 :00 0 0 0 0
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 answered. AVG SPEED ANS= Total ACD Calls+Total CONNect CALLS Total Answer Time _ _____________________________________
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 answered there. FLOW OUT — The numb er of calls that were routed to another VDN or to a trunk, including successful look-ahead attempts. CALLS BUSY/DISC — The numb er of calls that encountered a b usy or disconnect step (and the announcement ends). % IN SERV LEVL — The percent of calls offered that completed and were answered within the acceptable service level defined on the VDN form. The calculation is: ‘‘Offered’’ is defined as: ‘‘Acceptable’’ is the number of ACD and CONNect calls that were answered within the a dministered service level. This field is blank if no calls were recorded for this time interval. This field is also blank if no ‘‘Acceptable Service Level’’ has been administered on the VDN form. AVG ABAND TIME= Total Calls AbandonedTotal Abandon Time _ ___________________ AVG TALK / HOLD= ACD Calls Total Talk Time _ ______________ %SERV LEVL= O ff ered Acceptable *100 _ _______________ acdcalls + ¯owout calls + abandoned + connect + busy/disc
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 print the historical reports using the list commands. The list commands are used to disp lay historical information for agents, splits, system, trunk groups, and VDNs. There are eight secondary list commands. nbcms agent nbcms summary agent nbcms split nbcms summary split nbcms trunk nbcms summary trunk nbcms vdn nbcms summary vdn With these commands, you can specify: nWhether you want the data in the reports to be displayed in hourly/half-hourly or daily intervals nThe times or days for which you wish to see data nThe system to imme diately display the report on your terminal nThe system to print the report. If you include print at the end of the command, the system will immediately print the report to a slaved printer. If you include schedule at the end of the command, the system will allow you to schedule the report to print to the system printer immediately (immediate), at a later time (deferred), or routinely at specified times (scheduled).
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 is selected, care should be exerc ised to ensure that time interval reports are run while the data for the desired interval is still available in the time database. For example, if you select the half-hour option, print the report twice daily to ensure that you do not lose information. BCMS Agent Report The BCMS Agent Report provides traffic information for the specified agent. 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 previous 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 3-11 shows the BCMS Ag ent Report — Hourly, and Screen 3-12 shows the BCMS Agent Re port — Daily. 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. NOTE: When analyzing this report, keep the following things in mind: 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 indicate that the maximum for the associated field has been exceeded.
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 AFTER AVAIL AUX/ EXTN EXTN TIME HOLD TIME CALLS TIME CALL TIME OTHER CALLS TIME STAFFED TIME 8:00- 9:00 10 1:15 7:30 25:00 10:40 1 4:00 60:00 :20 9:00-10:00 18 1:40 18:00 4:20 :00 2 3:20 60:00 1:00 10:00-11:00 10 1:20 8:20 16:10 :00 0 :00 38:00 :10 ----------- ----- ------ ------- ------- ------- ----- ----- -------- ------ SUMMARY 38 1:28 33:50 45:30 10:40 3 3:33 158:00 1:30 list bcms agent 4222 day 5/17 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 AFTER AVAIL AUX/ EXTN EXTN TIME HOLD DAY CALLS TIME CALL TIME OTHER CALLS TIME STAFFED TIME 5/14/95 200 1:30 100:00 35:00 80:00 10 2:00 540:00 5:00 5/13/95 38 1:28 34:12 45:30 10:40 3 3:33 158:00 1:30 ----------- ----- ------ ------- ------- ------- ----- ----- -------- ------ SUMMARY 238 1:30 134:12 80:30 90:40 13 2:22 698:00 6:30
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 a ge of the report. AGENT NAME — The name of the agent. If no name is a dministered, the agent’s extension is displayed in the form ‘‘EXT 65432.’’ 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 is the default. A sto p time requires an associated start time. If no stop time is given, the last completed time interval (hour or half-hour) is the d efault. If no start time 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 d ata 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 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 calculation is: TOTAL AFTER CALL — The total amount of time that the agent sp ent in call-related or non-call-related ACW work states for all sp lits during the reporting interval. This d oes 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 a gent was available to receive ACD calls during the current interval. During this time, the a gent: nWas in Auto-In or Manual-In work modes for at least one split AVG TALK TIME= Total Number o f ACD Calls AnsweredTotal ACD Talk Time _ _________________________________