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ATT DEFINITY Communications System Generic 3 Instructions Manual

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    							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 ACW 
    mode for another split. Note that if the agent was in Other for all lo g ged-in splits 
    that time is reflected here. For example, ringing calls can cause several seconds 
    of AUX time to accrue.
    For the a gent report, any non-ACD call time is totaled in the AVG EXTN TIME 
    column.  Two p oints of contrast are:
    1. The measurement TOTAL AUX/OTHER is time-interval based, rather than 
    being call related. For example, assuming that the previously identified 
    stipulations are met, then if the agent is in AUX from 9:55 to 10:05, five 
    minutes is p e gg 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.
    2. The measurement AVG EXTN TI ME  is c a ll related. For examp le, if an agent 
    is on a non-ACD call from 9:55 to 10:05, the call and ten minutes of EXTN 
    time is p e gg e d in the 10:00 to 11:00 time interval.
    Because the agent report includes some call-related items, the sum of all 
    items for a given hour may not 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 
    non-ACD calls while logged into at least one split during the reporting interval. 
    This average does not include time when the agent was holding the EXTN call. 
    The calculation is:
    TOTAL TIME STAFFED 
    — The total time that the agent spent log ged into at 
    least one split during the reporting interval. Staff time is clocked for an a gent who 
    is in multiple splits as long as the agent is logged into any s plit. Concurrent times 
    for each split are not totaled.
    AVG EXTN TIME=
    Total Number o f  Ext CallsTotal Ext Time
    _ _______________________ 
    						
    							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 Report exc ept that this report provides 
    one line of  data for each agent. You can specify one or more agents by entering 
    agent IDs or extensions. You can not include more than 30 agents in a single 
    report. An agent does not appear on the report if there is no data for that a gent. If 
    you specify that you want the report to include more than one time period, and 
    the d ata exists for one or more, b ut not all of the s pecified times, the system uses 
    the available data to calculate and display the one-line summary; the system 
    does not identify which times are not included in the calculations.
    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.
    Screen 3-13. BCMS Agent Summary Report 
    — Hourly 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.
     
     list bcms summary agent 4222-4224 4869 time 8:00-12:00
    BCMS AGENT SUMMARY REPORT
    Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995
    Time: 8:00-12:00
    AVG TOTAL TOTAL TOTAL AVG TOTAL TOTAL
    ACD     TALK   AFTER   AVAIL   AUX/  EXTN   EXTN  TIME     HOLD
    AGENT NAME CALLS   TIME   CALL    TIME    OTHER CALLS  TIME  STAFFED  TIME
     s-jones 10 1:15    7:30   25:00   10:40 1 4:00 60:00 :20
     t-anderson 18 1:40   18:00    4:20     :00 2 3:20 60:00 1:00
     j-jacobsen 10 1:20    8:20   16:10     :00 0 :0 38:00 :10
    ----------- ----- ------ ------- ------- ------- ----- ----- -------- ------
    SUMMARY 38 1:28   33:50   45:30   10:40 3 3:33 158:00 1:30 
    						
    							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 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 summary time 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 most recent time interval is the default. A stop time 
    requires an associated start time. If no stop time is given, only the start 
    interval/day is used. If no start time or stop time is given, the most current 
    interval/day is used. If you specify ‘‘day’’ in the command and do not include a 
    start day or stop day, the report displays data for the current day accrued 
    through the most recently comp leted interval (hour or half-hour).
    AGENT NAME 
    — The name of the agent. If no name is administered, the 
    agent’s extension is displayed in the form ‘‘EXT 65432.’’
     
     list bcms sum agent 4222-4223 4869 day 5/14
    BCMS AGENT SUMMARY REPORT
    Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995
    Day: 5/14
    AVG    TOTAL   TOTAL   TOTAL        AVG   TOTAL    TOTAL
    ACD     TALK   AFTER   AVAIL   AUX/  EXTN   EXTN  TIME     HOLD
    AGENT NAME CALLS   TIME   CALL    TIME    OTHER CALLS  TIME  STAFFED  TIME
     s-jones 10 1:15    7:30   25:00   10:40 1 4:00 60:00 :20
     t-anderson 18 1:40   18:00    4:20     :00 2 3:20 60:00 1:00
     j-jacobsen 10 1:20    8:20   16:10     :00 0 :0 38:00 :10
    ----------- ----- ------ ------- ------- ------- ----- ----- -------- ------
    SUMMARY 38 1:28   33:50   45:30   10:40 3 3:33 158:00 1:30 
    						
    							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 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
    nWas not in ACW in any split
    nWas not on any call or placing any call
    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 ACW 
    mode for another split. Note that if the agent was in Other for all lo g ged-in splits 
    that time is reflected here. For example, ringing calls can cause several seconds 
    of AUX time to accrue.
    For the a gent report, any non-ACD call time is totaled in the AVG EXTN TIME 
    column.  Two p oints of contrast are:
    1. The measurement TOTAL AUX/OTHER is time-interval based, rather than 
    being call related. For example, assuming that the previously identified 
    stipulations are met, then if the agent is in AUX from 9:55 to 10:05, five 
    minutes is p e gg 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.
    2. The measurement AVG EXTN TI ME  is c a ll related. For examp le, if an agent 
    is on a non-ACD call from 9:55 to 10:05, the call and ten minutes of EXTN 
    time is p e gg e d in the 10:00 to 11:00 time interval.
    AVG TALK TIME=
    Total Number o f  ACD Calls AnsweredTotal ACD Talk Time
    _ _________________________________ 
    						
    							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 
    non-ACD calls while logged into at least one split during the reporting interval. 
    This average does not include time when the agent was holding the EXTN call. 
    The calculation is:
    TOTAL TIME STAFFED 
    — The total time that the agent spent log ged into at 
    least one split during the reporting interval. Staff time is clocked for an a gent who 
    is in multiple splits as long as the agent is logged into any s plit. Concurrent times 
    for each split are not totaled.
    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 divide by the numb er of 
    calls.
    BCMS Split Report
    The BCMS Split Report provides traffic information for the specified 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 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 3-15 shows the BCMS Split or 
    Skill Summary Report 
    — Hourly, and Screen 3-16 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.
    AVG EXTN TIME=
    Total Number o f  Ext CallsTotal Ext Time
    _ _______________________ 
    						
    							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.
    Screen 3-15. BCMS Split or Skill Report 
    — Hourly
    Screen 3-16. BCMS Split or Skill Report 
    — Daily * Acceptable service level changed.
    ‘‘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 
    						
    							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 on the last 
    p a ge of the report.
    SPLIT 
    — The split number specified with the command line.
    SPLIT NAME 
    — Displays the name that is administered for this split numb er. If 
    no name exists, BCMS displays the sp lit extension (for examp le, EXT 65432).
    ACCEPTABLE SERVICE LEVEL 
    — The d esired time to answer for a g iven hunt 
    group. Timing for a call b e gins when the call enters the hunt group queue.
    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 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 completed for this split during the 
    current interval. This number also includes 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 sp lit included in this average. This calculation is: ‘‘Split’’ is disp layed as ‘‘Skill’’ when EAS is optioned.
    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
    _ _____________________________________________________________________________ 
    						
    							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 12:00 time period.
    ABAND CALLS 
    — The total number of ACD calls that have hung up while 
    waiting to be answered d uring this time interval. This value includes those calls 
    that have abandoned while in queue or while ringing. Calls that are not queued 
    (because the queue is full, the caller receives a forc ed 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 split’s queue before flowing into 
    this split. The calculation is:
    NOTE:
    This value does not include time listening to a forced first announcement or 
    calls that ‘‘abandon’’ while listening to a forced first announcement.
    AVG TALK TIME 
    — The average amount of time agents are active on ACD calls 
    (sp lit and d irect agent) for each split. This includes time spent talking.  The 
    calculation does not include ring time at an agent’s voice terminal or time spent 
    on hold. The calculation 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 numb er of completed calls that this sp lit received as a 
    coverage point (intraflowed) from another BCMS-measured split, or are call 
    AVG ABAND TIME=
    Total Number o f  Abandoned CallsTotal Abandon Time
    _ ______________________________
    AVG TALK TIME=
    Total Number o f  ACD CallsTotal ACD Talk Time
    _________________________ 
    						
    							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 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 q ueued 
    to
    nWere redirected back to this split or its coverage path due to Redirect On 
    No Answer timing.
    FLOW  OU Ts are recorded when a call ends.
    NOTE:
    In a multiple split-queuing environment, inflows and outflows become a bit 
    more complicated. Consider the following scenarios:
    nIf a multiply q ueued call is answered in a nonprimary split (that is, a 
    second or third split), an outflow is recorded to the statistics for the 
    first split, and an inflow and an answer are record ed to the statistics 
    for the answering split. For examp le, suppose there are three splits 
    numbered 1 through 3. A call comes in for s plit 1, b ut all a gents 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 statistics for split 2 are 
    unaffected because the call was not answered in this split. This 
    scenario is shown in the following table.
    If the call 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.
    Table 3-13. Call Answered by Nonprimary Split
    Split Pegging
    Split 1 Split 2 Split 3
    BCMS outflow dequeued inflow answer 
    						
    							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 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 multiply queued call routes to another split, an outflow 
    is recorded to the statistics for the primary split, but no inflow is 
    recorded to the statistics for the routed-to split.
    TOTAL AUX/OTHER 
    — The total time that logged-in agents in this split were 
    unavailable to receive c alls during the reporting interval. This value includes time 
    spent on non-ACD calls while in AUX for this split. This value does not include the 
    time a gents spent on another split’s calls or in ACW for another split.
    NOTE:
    A split totals AUX TIME whenever any agent logs into the split and:
    nReceives a EXTN c a l l while in AUX or AVAIL state
    nMakes a EXTN call while in AUX or AVAIL state
    nHits his/her AUX button
    nOther Table 3-14. Call Answered by Primary Split After a Route to 
    VDN
    Split Pegging
    Split 1 Split 2 Split 3 Split 4 Split 5
    BCMS
    outflow d equeued dequeued answerdequeued
    Table 3-15. Call Answered by Non-Primary Split After a Route 
    to VDN
    Split Pegging
    Split 1 Split 2 Split 3 Split 4 Split 5
    BCMS outflow dequeued dequeued outflow inflow 
    answer 
    						
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