Lucent Technologies DEFINITY® Enterprise Communication Server Release 8.2 Reports Guide

DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-9 Attendant Group Report 
3
Time Held
Also referred to as Held  Time. The total amount of time 
(measured  in sec ond s) the attend ants have c alls on hold .
Time Abnd
Also referred to as 
Time to Ab and oned. The averag e amount of 
time c alls sp end  in q ueue and /or ring ing at the c onsole b efore 
the c allers hang  up  (measured in sec ond s).
NOTE:
Time to ab and oned  d...

DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-10 Attendant Group Report 
3
Speed Ans 
(Sec)Sp eed of Answer. The average elapsed time from when a call 
terminates at the attend ant g roup  to when the c all is answered  
b y an attend ant (measured  in sec ond s).
The averag e time c alls wait to ring  an attend ant (Queue Usag e 
/ Calls Answered ). The Queue Usag e is the total time c alls 
sp end  in the Attend ant Queue....

DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-11 Attendant Positions Report 
3
Attendant Positions Report
The Attend ant Positions rep ort p rovid es hourly ind ivid ual attend ant p osition 
measurements. It is used  to assess p ersonnel p erformanc e, and  to identify when 
ad d itional training  may b e nec essary.
Command
To d isp lay the Attend ant Positions rep ort: 
1. Type list measurements attendant positions...

DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-12 Attendant Positions Report 
3
Table 3-2. Attendant Positions Report
Field Description
Attd ID
Attend ant ID. A numb er b etween 1 and  the maximum 
numb er of attend ants to id entify whic h attend ant’s d ata is 
b eing  displayed  This numb er is c hosen b y the user up on 
ad ministering  this attend ant.
Time Talk
The time the attendant is ac tive on c alls (in CCS). Time...

DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-13 Attendant Performance Report 
3
Attendant Performance Report
The Attend ant Performanc e rep ort g ives the c onsole attendant g roup  averag e 
sp eed  of answer for eac h hour of a 24-hour p eriod , for either yesterd ay or tod ay.
Command
To d isp lay the Attend ant Performanc e report: 
1. Type list performance attendant  [print/schedule] 
and  p ress 
RETURN.
Required...

DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-14 Attendant Performance Report 
3
Screen 3-5. Attendant Performance report — Page 2
Table 3-3. Attendant Performance Report
Field Description
Meas Hour
Measurement Hour. The starting  time (using  the 24-hour 
c loc k) of the hour d uring whic h the d ata was rec ord ed .
Average 
Speed of 
Answer 
(sec)A graphic  d isp lay of the averag e time taken b y attend ants to 
answer...

DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-15 Attendant Performance Report 
3
Data Analysis Guidelines
The following guid elines are intend ed  to show an easy method  for determining  
whether c urrently rep orted  d ata is ac c ep tab le or not. These g uid elines represent 
the minimum you should  d o to verify the rec orded  measurement values are 
c onsistent with exp ec ted  and  historic  values. You should  p erform...

DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-16 Attendant Performance Report 
3
Average Work Time
The AWT is the averag e numb er of sec ond s it takes attend ants to p roc ess c alls. 
The numb er of c alls answered  and  the total time the attend ants are busy 
hand ling  these c alls (Talk Time) are used  to d etermine the AWT.
To d etermine AWT, use the fig ures for Talk Time, Time Held  (p rovid ed  that time 
held  is c...

DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-17 Attendant Performance Report 
3
Attendant Offered Load
The Attend ant Offered  Load (AOL) is the sum of the Calls Answered  p lus Calls 
Ab and oned  times the AWT (Averag e Work Time). You c an d etermine the AOL 
with the following  eq uation:
 
Example
:
The typ ic al rep ort sc reen shown earlier in this sec tion (see Screen 3-1
) lists the 
following  data for yesterd ay’s...

DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-18 Attendant Performance Report 
3
Suggested Actions:
 You should  staff a suffic ient numb er of p ositions so the 
attend ants are neither und erworked  nor overworked . If the p erc ent oc c up anc y is 
high and the time availab le (from the Worksheet) is low, the rec ommend ation is to 
staff another attend ant p osition. If the p erc ent oc c up anc y is low and  the time...