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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 3-247 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