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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 3-257 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 calculated number should generally be the same as displayed on the sp lit 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 lo g ged into this split (staffed) during the reporting interval. % IN SERV LEVL — The percentage of calls answered within the administered service level. 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 that was NOT answered, abandoned, or outflowed. This occurs with multiple split queuing. SUMMARY — For those columns that specify averages, the summary is an average for the entire reporting interval. For the ACD CALLS, ABAND CALLS, TOTA L A FT ER CA LL, FLOW I N, FLOW O UT, AUX TI M E, and TOTAL HOLD TIME columns, the summary is the sum of individual time intervals or specified days. BCMS Split Summary Report NOTE: This report replaces (and enhances) the BCMS System Report. Customers with upgrades from previous DEFINITY system releases running BCMS will see that their scheduled list bcms system command is changed automatically to the list bcms summary split command to get this new report. AVG STAFF= Time Interval Total Sta ff Time _ ______________ %IN SERV LEVL= ACD calls+abandons+out f lows+dequeued Accepted *100 _ _________________________________________
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 time interval. To get information on the current time interval, you must use a monitor bcms command. Screen 3-17 shows the BCMS Split or Skill Summary Re port — Hourly Summary, and Screen 3-18 shows the BCMS Split or Skill Summary Report — Daily Summary. This report is similar to the Split Report except that this report provides one line of data for each split, and that includes all data for the specified times. A sp lit does not appear on the report if there is no data for that sp lit. If you specify more than one time p eriod, and data exists for one or more, but not all, of the specified times, the system uses the available data to calculate and display the one-line summary; the system d oes not identify which agents are not included in the calculations. 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, then, only the last interval of data will be used to calculate the one-line display for each sp lit. If you specify ‘‘day’’ in the command and do not include a start day or stop day, the report displays data for the current d ay accrued through the most recently completed interval (hour or half-hour). NOTE: When analyzing this report, keep the following things in mind: nAll averages are for completed calls only. nAsterisks indicate that the maximum for the associated field has been exceeded.
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 displayed as ‘‘SKILL’’ when EAS is optioned. ‘‘SPLIT’’ is displayed as ‘‘SKILL’’ when EAS is optioned. list bcms summary split 3 15 time 9:00-16:00 BCMS SPLIT SUMMARY REPORT Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995 Time: 9:00-16:00 AVG AVG AVG TOTAL TOTAL % IN ACD SPEED ABAND ABAND TALK AFTER FLOW FLOW AUX/ AVG SERV SPLIT NAME CALLS ANS CALLS TIME TIME CALL IN OUT OTHER STAFF LEVL Sales 32 :25 4 :32 5:15 16:00 3 5 3:30 4.0 75 Service 8 :07 1 :03 3:20 :00 0 0 9:30 2.2 83* -------- ----- ----- ---- ----- ----- ------- ---- ---- ------- ----- --- SUMMARY 40 :21 5 :26 4:52 16:00 3 5 13:00 3.1 76 list bcms summary split 5 3 day BCMS SPLIT SUMMARY REPORT Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995 Day: 5/15/95 AVG AVG AVG TOTAL TOTAL % IN ACD SPEED ABAND ABAND TALK AFTER FLOW FLOW AUX/ AVG SERV SPLIT NAME CALLS ANS CALLS TIME TIME CALL IN OUT OTHER STAFF LEVL Sales 32 :25 4 :32 5:15 16:00 3 5 3:30 4.0 75 Service 8 :07 1 :03 3:20 :00 0 0 9:30 2.2 83* -------- ----- ----- ---- ----- ----- ------- ---- ---- ------- ----- --- SUMMARY 40 :21 5 :26 4:52 16:00 3 5 13:00 3.1 76
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 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). SPLIT NAME — Displays the name that is administered for this split numb er. If no name exists, the split extension (for example, EXT 65432) is displayed. 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 ACD calls (split and Direct Agent) spent in q ueue and ringing at an agent’s station before being answered during the reporting interval. Calls that flowed in do not have q ueue time from the previous split included in this average. This calculation is: NOTE: Keep the following things in mind: nThis value does not include time listening to a forced first announcement. nAsterisks indicate that the maximum for the associated field has been exceeded. 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 AVG SPEED ANS= Total Number o f ACD Calls Answered Sum o f Each Completed Call¢s Time In Queue+Time Ringing at the Agent¢s Extension _ _____________________________________________________________________________
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 — The average duration of ACD calls (split and direct 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 number of calls that this split received as a coverage point (intraflowed) from another BCMS-measured split, or are call forwarded (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 INs are recorded as they occur. 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 nAnswered via the Call Pickup feature nForwarded-out via Look Ahead Interflow nForwarded-out via a route to station extension vector step AVG ABAND TIME= Total Number o f Abandoned CallsTotal Abandon Time _ ______________________________ AVG TALK TIME= Total Number o f ACD CallsTotal ACD 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 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 not recorded. 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 Table 3-16. Call Answered by Nonprimary Split Split Pegging Split 1 Split 2 Split 3 BCMS outflow d equeued inflow answer
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 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 s p lit t o t a l s A UX /O THER TIM E 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 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. Table 3-17. Call Answered by Primary Split After a Route to VDN Split Pegging Split 1 Sp lit 2 Sp lit 3 Split 4 Split 5 BCMSoutflow dequeued dequeuedanswer d equeued Table 3-18. 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 dequeue d dequeued outflow inflow answere d
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 — The percentage of calls answered within the ad ministered service level. 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 that was NOT answered, abandoned, or outflowed. This occurs with multiple split queuing. SUMMARY — For those columns that specify averages, the summary is an average for the entire reporting interval. For the ACD CALLS, ABAND CALLS, TOTA L A FT ER CA LL, FLOW I N, FLOW O UT, AU X TI ME , and TOTAL HOLD TIME columns, the summary is the sum of individual time intervals or specified days. BCMS Trunk Group Report The BCMS Trunk Group Report gives statistical information for all BCMS trunk groups. The BCMS Trunk Group Report may be used by the ACD administrator and/or manager to monitor use of the trunk group and to determine the o ptimal number of trunks for the trunk group. Depending on s pecifics from the command line, the information may b e displayed as either a time interval or a daily summary. If neither ‘‘time’’ nor ‘‘day’’ is specified, ‘‘time’’ is the d efault. In this case, the report disp lays data accrued for the previous 24 time intervals (hour or half-hour), including data from the most recently completed time interval. The next two screens show the BCMS Trunk Group Time Interval Report and the BCMS Trunk Group Daily Report. NOTE: When analyzing this report, keep the following things in mind: AVG STAFF= Time Interval Total Sta ff Time _ ______________ %IN SERV LEVL= ACD calls+abandons+out f lows+dequeued Accepted *100 _ _________________________________________
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 that the maximum for that field has been exceeded. nA single asterisk at the end of a time or date field indicates that during the interval, trunk group administration occurred that changed the number of trunks. Screen 3-19. BCMS Trunk Group Time Interval Report list bcms trunk 1 time 8:00 11:00 BCMS TRUNK GROUP REPORT Switch Name: Lab Model Date: 12:59 pm THU APR 20, 1995 Group: 1 Group Name: TG 1 Number of Trunks: 11 | INCOMING | OUTGOING |%ALL %TIME TIME |CALLS ABAND TIME CCS | CALLS COMP TIME CCS|BUSY MAINT 8:00- 9:00* 23 2 2:15 31.02 1 1 1:36 .96 0 0 9:00-10:00 35 2 1:48 35.74 4 4 1:42 4.08 0 0 10:00-11:00 24 1 1:40 22.93 0 0 :00 .00 0 0 ----------- ----- ---- ------ -------- ----- ---- ------ ------ --- --- SUMMARY 82 5 1:54 29.89 5 5 1:39 2.52 0 0
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 pages. A daily summary report is displayed on one page. Group — The trunk group number sp ecified with the command line. Group Name — The name that is administered for this trunk group. If no name is administered, then this field is displayed as blank. Number of Trunks — The number of individual trunks in the trunk group at the end of the first interval being reported. 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 top of the time interval (either hour or half-hour). If no start time is given, the report displays data accrued for the p revious 24 time intervals. A stop time requires an associated start time. If no sto p time is given, the last c ompleted time interval (hour or half-hour) is the default. If no start time or stop time is given, the report displays data accrued for the p revious 24 time intervals. If you specify ‘‘day’’ in the command and do not include a start d ay or stop day, the report disp lays data accrued for the previous six days and data accrued through the most recently completed interval (hour or half-hour). list bcms trunk 1 day 4/17 BCMS TRUNK GROUP REPORT Switch Name: Lab Model Date: 12:59 pm THU APR 20, 1995 Group: 1 Group Name: TG 1 Number of Trunks: 11 | INCOMING | OUTGOING |%ALL %TIME DAY |CALLS ABAND TIME CCS | CALLS COMP TIME CCS|BUSY MAINT 4/17/95* 82 5 1:54 29.89 5 5 1:39 2.52 0 0 ----------- ----- ---- ------ -------- ----- ---- ------ ------ --- --- SUMMARY 82 5 1:54 29.89 5 5 1:39 2.52 0 0