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 
3-79 Hunt Group Reports 
3
Hunt Group Reports
This sec tion d esc rib es the traffic  measurements, p erformanc e, and  status 
rep orts for ACD/UCD/DDC Hunt Group s.
For more d etailed  ACD measurements, the BCMS or CMS op tion is 
rec ommend ed. Contac t your Luc ent Tec hnolog ies Ac c ount Team.
Hunt Groups Report
The Hunt Groups rep ort lists the hunt g roup s on your system.
Command
To d isp lay the Hunt Group s rep ort:
1. Type list hunt group [number] [to-number 
x] [name x] [type x] [ext x] 
[to-ext 
x] [count n] [print/schedule]
 and press RETURN.
Options: There are eig ht op tions for this c ommand :
1.number
 
x
Enter the b eg inning  hunt group  numb er.
2.to-number
 
x
Enter the end ing hunt g roup  numb er. 
3.name
 
x
Enter the hunt group  name. 
4. type 
x
Enter the hunt group  typ e.
5. ext 
x
Enter the b eg inning  hunt group  extension.
6. to-ext 
x
Enter the end ing hunt g roup  extension.
7.count
 
n 
Enter the numb er of hunt g roup s to list.
8.print
 and  schedule
 
This op tion allows you to p rint the rep ort immed iately or sc hed ule 
the rep ort to p rint at another time. 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-80 Hunt Groups Report 
3
Screen
Screen 3-25 shows a typ ic al sc reen for the Hunt Group s rep ort. Table 3-21 
describes the data presented in the Hunt Groups report.
Screen 3-23. Hunt Groups report
Table 3-19. Hunt Group Measurements Report 
Field Description
Grp  No.
Group Numb er. This display-only field  shows the numb er of a 
hunt group.
Grp  
Name/Ext
Group Name/Extension. This d isp lay-only field  shows the 
name ad ministered  for the hunt group  and  the extension.
Grp  Typ
Group Typ e. This d isp lay-only field shows the typ e of the hunt 
g roup . See the Group  Typ e field  desc rip tion for pag e 1 of the 
Hunt Group  sc reen.
ACD/MEAS
Automatic  Call Distrib ution/Measured. ACD ind ic ates whether 
Automatic  Call Distrib ution is used . Measured  p rovid es the 
measurement d ata for the ACD split/skill c ollec ted  (internal to 
the switc h) for VuStats or BCMS.
y
/n
—Indic ates whether the hunt g roup  func tions as an ACD 
sp lit/skill.
I 
(internal), E
 (external), B
 (both), or N
 (none)—Ind ic ates how it 
is measured.
Ve c
Ve c t o r. This d isp lay-only field  shows an ind ic ator of whether 
the hunt g roup  is c ontrolled  b y a vec tor. See the Vec tor field 
d esc rip tion for pag e 1 of the Hunt Group  sc reen.
Continued on next page
list hunt-group
HUNT GROUPS
Grp Grp 
No. Name/ Grp  ACD/ Que No. Cov Notif/ Dom Message
Ext. Typ MEAS Vec MCH Siz Mem Path Ctg Adj Ctrl Center
1  hu 1 meas vec
3001 ucd-mia y/B  y  many 5 4 n              n
2  hu 2 meas vec  
3002 ucd-mia  n/-  y  none 5   11       n              n
33  hu 33 non acd  
3003 ucd-mia  n/-  n  none S 5    1  n              n 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-81 Hunt Groups Report 
3
MCHMultip le Call Hand ling. This d isp lay-only field  shows the MCH 
typ e assig ned  to the hunt g roup .
nnone
—
nreq
—For on-req uest
none
—For one-forc ed
nper
—For one-p er-skill
nmany
—For many-forc ed
Que Siz
Queue Size. This d isp lay-only field shows the maximum 
numb er of c alls that c an b e in q ueue for the hunt g roup .
No. Mem
Numb er of Memb ers. This d isp lay-only field  shows the ac tual 
numb er of hunt g roup  memb ers.
Cov Path
Coverage Path. This d isp lay-only field shows the numb er of 
the c overag e p ath for the hunt g roup .
Notif/Ctg  Ad j 
Notifying /Controlling  Adjunct. A d isp lay-only field .
nN—
Notific ation. Contains the extension of the ASAI 
ap p lic ation link that has the notific ation. You c an have up  
to three ASAI ap p lic ations monitoring  a sing le hunt g roup.
nC—
Controlling  ad junc t. Disp lays the extension of the 
c ontrolling ad junc t. You c an have one c ontrolling  ad junc t 
for eac h hunt g roup .
nn—
None. 
Dom Ctrl 
Domain Control. This d isp lay-only field  shows the extension of 
the ASAI link over whic h the domain sp lit is set up .
Messag e 
CenterThis d isp lay-only field  shows an ind ic ator of the typ e of 
messag e (if any) used . See the Messag ing  Center field  
d esc rip tion for pag e 2 of the Hunt Group  sc reen.
Table 3-19. Hunt Group Measurements Report  — Continued
Field Description
Continued on next page 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-82 Hunt Group Members Report 
3
Hunt Group Members Report
The Hunt Group Members report helps you administer a split or skill to verify that 
all agents are logged out and to identify any agents logged in. This report lists all 
logg ed  in ag ents for a sp lit or skill, or limits the list to a rang e of log in IDs or 
p hysic al extensions.
NOTE:
You c an use the list members hunt-group
 c ommand  to list the ag ents 
ad ministered  in non-ACD hunt group s. However, sinc e non-ACD hunt 
g roup s do not use agent log ins, the rep ort will d isp lay all ad ministered  
ag ents.
Command
To display the Hunt Group Members report:
Ty p e  list members hunt-group  [name 
x] [logname x] 
[loginid 
x] [to-loginid x] [ext x] [to-ext x] [count n] [print/schedule]
Required Fields: There is one req uired  field  for this c ommand  — hunt 
group number
. Enter the hunt g roup  numb er
Options: There are eig ht op tions for this c ommand :
1. name 
x
Enter the hunt group  memb er extension name.
2. logname 
x
Enter the log in ID extension name.
3.loginid
 
x
Enter the b eg inning  log in ID extension. 
4.to-loginid
 
x
Enter the end ing log in ID extension. 
5. ext 
x
Enter the b eg inning  hunt group  memb er extension.
6. to-ext 
x
Enter the end ing hunt g roup  memb er extension.
7. count 
n
Enter the numb er of memb ers to list
8.print
 and  schedule
 
This op tion allows you to p rint the rep ort immed iately or sc hed ule 
the rep ort to p rint at another time. 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-83 Hunt Group Members Report 
3
Screen
Screen 3-25 shows a typ ic al sc reen for the Hunt Group s Memb ers rep ort. Table 
3-21 desc rib es the d ata p resented  in the Hunt Groups Memb ers report.
Screen 3-24. Hunt Group Members report
Table 3-20. Hunt Group Measurements Report 
Field Description
Group  
NumberThe number of the hunt g roup .
Group  Name The name ad ministered  for the hunt g roup .
Group  
Ext e n s io nThe extension ad ministered  for the hunt g roup .
Group  Typ e Ind ic ates the typ e of the hunt g roup . See the Group  Typ e field  
d esc rip tion for pag e 1 of the Hunt Group  sc reen.
ACD
Automatic  Call Distrib ution. Ind ic ates whether Automatic  Call 
Distrib ution is used . 
Skill Ind ic ates whether the hunt g roup  func tions as an ACD skill.
Memb ers The number of hunt g roup  memb ers.
Ph y s Ex t  
Physic al Extension (ACD, non-ACD, or EAS). The p hysic al 
station extension of the hunt g roup  memb er.
Ph y s N a m e
Physic al Name (ACD, non-ACD, or EAS). The p hysic al station 
name of the hunt g roup  memb er.
Continued on next page
list members hunt-group 37
HUNT GROUP MEMBERS
Group Number: 37 Group Name: Platinum Card Group Extension: 3002
Group Type: ucd-mia ACD? y Skill? y Members: 4
Phys Phys Login Login Agt Per Wrk
Ext Name Ext Name Prf Lvl All SO DL Tim Occ
1: 1002 1002-Al MacInni 2902 Agent 2902 grt 04 y 10 33
2: 1022 1022-Kelly Chas 2901 Agent 2901 lvl 14 n 15 55
3: 1001 1001-Chris Pron 2904 Agent 2904 pal R2 0 0
4: 1021 1021-Maria Esta 2903 Agent 2903 pal 08 30 18 45 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-84 Hunt Group Members Report 
3
Log in ExtLogin ID Extension (EAS only). The login ID extension of the 
hunt g roup  memb er.
Log in Name
Login ID Name (EAS only). The log in ID extension name of the 
hunt g roup  memb er.
Ag t Prf
Call Hand ling  Preferenc e (EAS only). The call handling 
p referenc e routes c alls b ased  on ag ent skill level, greatest 
need , or p erc ent alloc ation.
nlvl—skill level
ng rt—g reatest need
np al—p erc ent alloc ation
Lvl
Skill Level or Reserve Level (EAS only). The skill level routes 
inc oming  c alls to an availab le ag ent with the skill assig ned . 
The skill levels are as follows:
n01 - 02 (Skill Level)—without EAS PHD
n0 1  -  1 6  (Sk il l L e v e l )— w it h  EAS PH D
nR1 - R2 (Reserve Level)—with EAS and CentreVu 
Ad vocate
Pe r  Al l
Perc ent Alloc ation (EAS and  Centrevu Ad voc ate only). 
Ind ic ates p erc entage of this agents time devoted  to this 
skill (0 - 100). Disp lays only if Call Hand ling  Preferenc e (Ag t 
Prf) is p erc ent alloc ation.
SO
Se rv i c e Ob jec tive (EAS and  Centrevu Ad voc ate only). 
Ind ic ates whether Servic e Ob jec tive is ac tive for this ag ent. 
Disp lays only if Call Hand ling  Preferenc e (Ag t Prf) is skill level 
or greatest need.
DF
Direc t Ag ent Calls First (EAS and  Centrevu Ad voc ate only). 
Ind ic ates whether Direc t Ag ent Calls delivered  first to this 
ag ent. Disp lays only if Call Hand ling  Preferenc e (Ag t Prf) is 
p erc ent alloc ation.
Wr k Tim
Work Time (EAS and  Centrevu Advoc ate only). The ratio of 
ag ent work time in this skill and  ag ent staffed  time.
Occ
Oc c up anc y (EAS and Centrevu Ad voc ate only). The ratio of 
ag ent work time in all skills and  ag ent staffed time.
Table 3-20. Hunt Group Measurements Report  — Continued
Field Description
Continued on next page 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-85 Hunt Group Measurements Report 
3
Hunt Group Measurements Report
The Hunt Group Measurements Report assists you in monitoring and managing 
the DDC and  UCD hunt g roup s and  ACD sp lits. These features p ermit inc oming  
c alls to b e terminated  d irec tly to a p rearrang ed  g roup  of answering  p ositions.
This rep ort shows hunt g roup  measurements for yesterd ay’s p eak hour, tod ay’s 
p eak hour (as of the time of d ay that this rep ort is run), and  the last hour. A p eak 
hour is the hour within a 24-hour p eriod  with the g reatest usag e for the sp ec ified  
day.
Command
To display the Hunt Group Measurements Report:
1. Type list measurements hunt-group  [print/schedule]
 and  p ress 
RETURN.
Required Fields: There is one req uired  field  for this c ommand  — 
yesterday-peak/today-peak/last-hour
.
nEn t e r  yesterday-peak
 to list the hunt g roup  ac tivity for yesterd ay’s 
p eak hour. 
nEn t e r  today-peak
 to list the hunt g roup  ac tivity for tod ay’s p eak 
hour. 
nEn t e r  last hour
 to list the hunt g roup  ac tivity of the most rec ently 
c omp leted  hour. 
The p eak hour is the hour (within a 24-hour p eriod ) with the g reatest 
usag e.
Options: The print
 and  schedule
 op tions are availab le for this c ommand . 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-86 Hunt Group Measurements Report 
3
Screen
Screen 3-25 shows a typ ic al sc reen for the Hunt Group  Measurements rep ort, 
using the last-hour op tion. The time and  d ate the rep ort is requested  d isp lays at 
the top  rig ht. Table 3-21
 d esc rib es the d ata presented  in the Hunt Group  
Measurements rep ort.
Screen 3-25. Hunt Group Measurements Report 
Table 3-21. Hunt Group Measurements Report 
Field Description
Grp No.
Group Numb er. A numb er that id entifies eac h hunt group .
Grp Name
Group Name. Name assig ned , d uring  ad ministration, to the 
hunt group.
Grp 
Siz/Typ
Group Size. The numb er of extensions assig ned  to the hunt 
g roup  (not nec essarily staffed).
Group Type. Id entifies the typ e of hunt g roup , whic h may b e 
one of the following :
nDDC - direct department calling
nUCD - uniform c all d istrib ution
nEAD - exp ert ag ent distrib ution
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 .
Continued on next page
list measurements hunt-group last-hour
Switch Name: Customer-Name  Date: 4:16 pm  MON JUL 1, 19xx
                            HUNT GROUP MEASUREMENTS
Grp  Grp                       Grp  Meas Total Calls Que Calls Que  Time  Speed
No.  Name  Siz/ Hour Usage Ans/  Siz Que.  Ovfl Avail Answer
                               Typ.            Aban.                      (sec)
1   Dial-up SATs               4   1500 36    0     0   0     0    108   0
                                ucd            0
2   manual hunt group           1   1500 0     0     5   0     0    36    0
                                ucd            0
3   CC_Capacity_3               0   1500 0     0     15  0     0    0     0
                                ead            0
4   CC_Capacity_4               0   1500 0     0     15  0     0    0     0
                                ead            0
5   CC_Capacity_5               0   1500 0     0     15  0     0    0     0
                                ead            0
6   CC_Capacity_6               0   1500 0     0     15  0     0    0     0
                                ead            0
                press CANCEL to quit --  press NEXT PAGE to continue 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-87 Hunt Group Measurements Report 
3
Total 
UsageThe sum of all times (in CCS) that the memb ers of a hunt g roup  
are b usy on hunt g roup  c alls. Total Usag e is the most 
imp ortant p arameter for this rep ort. The maximum p ossib le 
usage is: 
Suggested Action:
 If the Total Usag e numb er ap p roac hes 
the total CCS, you may c onsid er ad d ing  another extension to 
the hunt group  b ut only staffing  it during  the p eak hours. If the 
hunt g roup  has several extensions and  the Total Usag e is low, 
this may b e ac c ep tab le if the p ersonnel p erform other d uties.
NOTE:
ACD hunt g roup s ad ministered  to sup p ort Multip le Call 
Hand ing d isp lays a series of 5 asterisk (*****) in the total 
usag e field . This measurement is not c ollec ted  for ACD 
hunt g roup s that sup p ort Multip le Call Handling .
Calls 
Ans/Aban.
Calls Answered/Abandoned. The total number of c alls which 
attemp t to reac h the hunt g roup  b ut ab andon the attemp t 
b efore b eing  answered . Calls may aband on either while in the 
hunt g roup  q ueue or while ring ing a hunt g roup extension. This 
total d oes not inc lud e c alls answered  b y Call Pic k Up , other 
hunt g roup s, or c alls ab and oned  while listening  to a forc ed  
first announc ement.
NOTE:
ACD c alls red irec ted  to other sp lits within the system via 
the intraflow feature are not c ounted  as ab and oned  
c alls. ACD c alls red irec ted  to another switc h (interflow 
feature) are not c ounted  as ab and oned  c alls.
Suggested Actions:
 Observe times d uring  whic h the Calls 
Abandoned number may be higher than desired. 
Sub sequently, c onsid er ad d ing  one or more ag ents to the hunt 
g roup  and  staffing  these ad d itional p ositions d uring the 
p rob lem times. Also, see “ Sug g ested  Ac tion”  in the ‘‘Total 
Usage’’ description.
Table 3-21. Hunt Group Measurements Report  — Continued
Field Description
Continued on next page
Maximum Possible Usage=36CCS´Total # o f  Members 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-88 Hunt Group Measurements Report 
3
Que SizeQueue Size. The leng th of the q ueue assig ned  to the hunt 
g roup  d uring  ad ministration. 
Recommendations:
 There are no spec ific  g uid elines for 
setting queue size. However, the following  g eneral 
rec ommendations ap p ly. The q ueue size should  b e larg er 
than the g roup size; b ut, typ ic ally not more than three times as 
larg e as the g roup  size. An ind ic ation the q ueue size is too 
larg e is the ob servanc e of a hig her than exp ec ted  numb er for 
the Calls Ab an field . An ind ic ation the q ueue size is too small 
is that a larg er than exp ec ted  numb er of Queue Ovfls 
occurred.
Calls Que.
Calls Queued. Total number of c alls that arrive to find  all 
members of the hunt g roup  b usy and  are p lac ed  in the hunt 
g roup  q ueue. Calls Queued  inc lud es all c alls that g o to 
coverage.
Que Ovfl
Queue Overflow. The number of c alls that arrive when all slots 
in the hunt group  q ueue are oc c up ied.
Time Avail
Tim e A va il ab le. The total time (in CCS) the hunt g roup  
extensions are not in use but are availab le to rec eive hunt 
g roup  c alls d uring  the measurement hour. Time Available is 
c alc ulated  only when an ag ent (extension) is read y to rec eive 
c alls from the sp ec ified  hunt g roup . For examp le, if the hunt 
g roup  had  four extensions and  eac h was availab le for 15 
minutes d uring  the measurement hour, the total time availab le 
would  b e 60 minutes or 36 CCS.
NOTE:
ACD hunt g roup s ad ministered  to sup p ort Multip le Call 
Hand ing d isp lays a series of 5 asterisk (*****) in the total 
usag e field . This measurement is not c ollec ted  for ACD 
hunt g roup s that sup p ort Multip le Call Handling .
Speed 
Answer 
(sec)
Sp eed  of Answer (sec ond s). The averag e time interval (in 
sec ond s) from when the c all first enters the hunt g roup  or hunt 
g roup  q ueue until the c all is answered  b y a hunt g roup  
member. This d oes not inc lud e the time taken b y a forc ed  first 
announc ement.
Table 3-21. Hunt Group Measurements Report  — Continued
Field Description
Continued on next page