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 oes not inc lud e c alls that overflow 
the attend ant g roup queue.
Suggested Action:
 If the Time to Ab and oned  numb er is 
smaller than the Sp eed  of Answer numb er then you need more 
ag ents. As a c ontrast, if the Time to Ab and oned  numb er is 
larg er than the Sp eed  of Answer numb er, then the attend ant 
g roup  should  proc ess the c alls faster. The attendant group 
should be engineered so “Time to Abandoned” 
approximately equals “Avg Delay”
.
NOTE:
If the average time to ab and on is eq ual to or exc eed s 
9999 sec ond s, the value 9999 d isp lays in the field .
Table 3-1. Attendant Group Report  — Continued
Field Description
Continued on next page
Time To Abandoned=
Total Number o f  Calls Abandoned Total Delay For All Abandoned Calls(in seconds)
_
  ___________________________________________
Total Delay=
(Time To Abandoned)´(# o f  Abandoned Calls)+
(Speedo f Answer)´(# o  f CallsAnswered)
Avg Delay=
Calls Answered+Calls Aband Total Delay
_
  ____________________________ 
						

							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.
NOTE:
Calls terminate either d irec tly to an attend ant c onsole 
and  sub seq uently b egin ring ing  or in the attend ant q ueue 
when there are no attendant positions available.
NOTE:
If the average time to ab and on is eq ual to or exc eed s 
9999 sec ond s, the value 9999 d isp lays in the field .
Suggested Action:
 If this numb er ap pears to b e too hig h and  
all attend ants are working  at ac c ep tab le effic ienc y levels, 
c onsid er add itional training  that may help  the attend ants 
c omp lete c alls more q uic kly. Alternatively, ob serve the hours 
d uring  whic h sp eed  of servic e b ec omes unac c ep table and  
c onsid er add ing  c onsoles and  staffing ad d itional attend ants 
d uring  those hours.
Table 3-1. Attendant Group Report  — Continued
Field Description
Continued on next page
Speed o f  Answer=
Total Number o f  Calls Answered Total Delay For All Answered Calls(in seconds)
_
  __________________________________________ 
						

							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 [print/schedule]
 and 
p ress 
RETU RN.
Options: The print
 and  schedule
 op tions are availab le for this c ommand .
Screen
Screen 3-2 and Screen 3-3 show a typ ic al Attend ant Positions rep ort. Table 3-2 
d esc rib es the d ata field s p resented  in the Attend ant Positions rep ort. 
Screen 3-2. Typical Attendant Positions report 
— Page 1
Screen 3-3. Typical Attendant Positions report 
— Page 2
list measurements attendant positions 
Switch Name: Customer_Switch_Name               Date: 4:46 pm WED NOV 27, 19xx
   ATTENDANT POSITIONS MEASUREMENTS 
 Yesterday’s Peak           Today’s Peak            Last Hour
   Meas Hour: 0            Meas Hour: 1200       Meas Hour: 1500
Attd ------ Time ------ Calls ------ Time ------ Calls ------ Time ------ Calls
ID   Avail  Talk  Held  Ans   Avail  Talk  Held  Ans   Avail  Talk  Held  Ans
1    0      0     0     0     0      0     0     0     0      0     0     0
2    0      0     0     0     0      0     0     0     0      0     0     0
6    0      0     0     0     27     9     0     127   28     8     0     126
7    0      0     0     0     26     10    0     125   28     8     0     126
8    0      0     0     0     26     10    0     125   28     8     0     126
9    0      0     0     0     26     10    0     125   28     8     0     126
10   0      0     0     0     27     9     0     126   28     8     0     126
15   0      0     0     0     26     10    0     126   28     8     0     125
    press CANCEL to quit -- press NEXT PAGE to continue
list measurements attendant positions  Page 2
Switch Name: Customer_Switch_Name               Date: 4:46 pm WED NOV 27, 19xx
   ATTENDANT POSITIONS MEASUREMENTS 
 Yesterday’s Peak           Today’s Peak            Last Hour
   Meas Hour: 0            Meas Hour: 1200       Meas Hour: 1500
Attd ------ Time ------ Calls ------ Time ------ Calls ------ Time ------ Calls
ID   Avail  Talk  Held  Ans   Avail  Talk  Held  Ans   Avail  Talk  Held  Ans
20   0      0     0     0     27     9     0     126   28     8     0     126
25   0      0     0     0     27     9     0     126   28     8     0     126 
						

							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 Talk 
is measured  from the time the attend ant ac tivates an 
attend ant loop  until the loop  is released . If more than one 
loop is ac tive on an attend ant c onsole at one time, the 
usag e is c ounted  only onc e (for examp le, one attend ant is 
not counted as being busy more than once at a single time).
Time Held
The time the attend ant had  c alls on hold  (measured  in 
sec ond s).
Time Avail
Tim e A va il ab le. The total time the sub jec t attend ant is 
availab le to receive calls d uring  the p olling  interval 
(measured  in CCS).
Calls Ans
Calls Answered. The total number of c alls answered  b y this 
attend ant (measured  in CCS). Calls p lac ed  to an ind ivid ual 
attend ant extension or that route to an attend ant via a hunt 
g roup  d o not inc rement the 
Calls Ans. c ounter. 
						

							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 Fields: There is one req uired  field  for this c ommand  — 
yesterday/today
. 
nEn t e r  yesterday 
to list the attend ant g roup  ac tivity for yesterd ay. 
nEn t e r  today
 to list the attend ant g roup  ac tivity for tod ay.
Options: The print 
and  schedule
 op tions are availab le for this c ommand .
Screen
Screen 3-4 and Screen 3-5 show typ ic al sc reens for the Attend ant Performanc e 
report, using the yesterday option.
Pag e 1 of the d isp lay shows hours from 0000 (mid nig ht) throug h 1100 (11:00 
am), and  Pag e 2 shows hours from 1200 (noon) throug h 2300 (11:00 p m). As 
shown at the b ottom of Pag e 1, p ress 
CANCEL to exit the Attend ant Performanc e 
rep ort, or p ress 
N EXT PA GE to see the Page 2.
Table 3-3
 d esc rib es the d ata field s p resented  in the Attendant Performanc e 
rep ort. 
Screen 3-4. Attendant Performance report 
— Page 1 
list performance attendant yesterday                              Page  1
Switch Name: Customer_Switch_Name          Date: 1:58 pm  THU MAR 29, 19xx
  ATTENDANT SPEED OF ANSWER 
Meas  ----------------Average Speed of Answer (sec) -------------   Speed
Hour  1  2  3  4  5  6  7  8  9  10  15  20  30  40  50  100  200   Ans(sec)
0                                                                    0
100                                                                  0
200                                                                  0
300                                                                  0
400                                                                  0
500                                                                  0
600                                                                  0
700  ///////                                                         3
800  /////////////                                                   5
900  /////////////                                                   5
1000 /////////////                                                   5
1100 ///////////////////                                             7
  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 
3-14 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 calls.
Speed Ans 
(sec)
Sp eed  of Answer (in sec ond s). The averag e sp eed  of 
answer is also d isp layed  numerically in second s for eac h 
hour in the rep ort interval.
Suggested Action:
 If this numb er ap p ears to be too hig h 
and all attendants are working at ac ceptable efficiency 
levels, c onsid er ad d itional training  that may help  the 
attend ants c omp lete c alls more q uic kly. Alternatively, 
ob serve the hours d uring whic h sp eed of answer b ec omes 
unac c ep tab le and  c onsid er ad ding  c onsoles and  
scheduling more attendants during those hours.
list performance attendant yesterday                              Page  2
Switch Name: Customer_Switch_Name          Date: 1:58 pm  THU MAR 29, 19xx
  ATTENDANT SPEED OF ANSWER 
Meas  ----------------Average Speed of Answer (sec) -------------   Speed
Hour  1  2  3  4  5  6  7  8  9  10  15  20  30  40  50  100  200   Ans(sec)
1200 ////////////////                                                6
1300 /////////////                                                   5
1400 //////////////////////////////////                             17
1500 /////////////                                                   5
1600 /////////////////////////                                       9
1700 ////                                                            2
1800                                                                 0
1900                                                                 0
2000                                                                 0
2100                                                                 0
2200                                                                 0
2300                                                                 0
Command successfully completed
Command: 
						

							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 ad d itional 
checks as necessary.
To c hec k the ac c eptab ility of hourly Attend ant Measurements rep orts, verify the 
following :
nThe system c loc k or g roup  size was not c hang ed d uring  the measurement 
hour. If the system c loc k was c hang ed , the minutes field  d isp lays doub le 
asterisks (for examp le, 11**) and  all other field s (for the ind ic ated  time 
interval) d isp lay zero.
nThe Averag e Work Time (AWT) typ ic ally rang es b etween 10 and  30 
sec ond s p er c all (d ifferent values may b e ac c eptab le for sp ec ific  
applications).
NOTE:
Time Talk (in CCS) p lus Time Avail (in CCS) should  not exc eed  36 X 
the g roup  size. For examp le, with two attend ant p ositions, this 
should  not exc eed  2 X 36 =  72 CCS for d ata c ollec tion.
NOTE:
The attend ant c an have up  to six c alls on hold  at one time.
Analyzing the Report Data
To use the Attend ant Measurements rep orts to estimate the numb er of attend ant 
p ositions for the ap p lic ation, you need  ad d itional d ata. The ad d itional d ata 
need ed  c an b e c alc ulated  using  d ata from the rep orts whic h you sub seq uently 
rec ord ed  on the Worksheet 1. The following  p arag rap hs d esc rib e how to use 
d ata from the c omp leted  Worksheet 1 to evaluate Averag e Work Time, Staffed  
Time, Attend ant Offered  Load , Perc ent Oc c up anc y, and  Perc ent of Calls 
Queued .
NOTE:
The Attend ant Data Worksheet serves to b ac kup  the d ata from the rep orts 
and  to p rovid e an easy means for id entifying  the p eak hour. The d ata from 
the identified  p eak hour should  b e used in subseq uent c alc ulations. 
						

							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 onsid ered  to b e a part of the ag ent’s normal work time), and  Calls 
Answered  from the measurements rep ort in 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 p eak hour:
nTime Talk =  43 CCS or 4300 sec ond s
nTime Held  =  4 CCS or 400 sec ond s
nCalls Answered =  170
Using  these fig ures as an examp le, the averag e work time is:
 
Staffed Time
Staffed  time is the time the attend ant p ositions are ac tive (read y for c alls). If 
staffed  time (p er ag ent) equals 36 CCS, then all agents were ac tive for the full 
hour. Using  Screen 3-1
 as an examp le, staffed  time p er agent is:
 
AWT=ì
ï
îCalls Answered Talk Time+Time Held CCS
_
  _________________________ü
ï
þ´ì
ï
îCCS 100Seconds
___________ü
ï
þ
AWT=ì
ï
î170calls 43CCS+4CCS
_
  _______________ü
ï
þ´100Seconds=27. 6Seconds per call
Sta ff ed  Time(per Agent)=
# o f  Agents Time Available+Talk Time
_
  ___________________________
Sta ff ed  Time(per Agent)=
2 29CCS+43CCS
_
  ___________________
=36CCS 
						

							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 p eak hour:
nCalls Answered =  170
nCalls Aband oned  =  3
And from the calculations in the previous example:
nAWT =  27.6 Sec ond s
Percent Occupancy
The oc c up anc y level may be exp ressed  as a func tion of the total time of the 
measurement hour or a func tion of the time the positions were ac tive and  
attend ed . Generally, it is expec ted  all p ositions are staffed  100 p erc ent of the 
time d uring  the p eak b usy hour. Therefore, the measurement Perc ent Oc c up anc y 
(total time) is suffic ient in most instanc es.
Assuming  attend ant p ositions are staffed  100 p erc ent of the time, then eac h 
p osition c an hand le 36 CCS of load  d uring  the p eak hour. Therefore, b ased  up on 
the c alc ulated  AOL of 47.75 CCS, two attend ant p ositions are req uired .
The two status reports monitor system view1
 and monitor system view2
, c an 
b e used  to d isp lay status of the attendant c onsole p ositions. Sp ec ific ally, you c an 
use these two rep orts to d etermine, on an instantaneous b asis, how many 
attend ant p ositions are ac tivated , and  the id entifying  numb er of those 
d eac tivated .
NOTE:
Sinc e the monitor system view1
 and view2
 commands not only display 
status of the attend ant c onsoles but also maintenanc e and  traffic  status, 
they are inc luded  in this c hap ter und er the head ing  System Status.
For this examp le, the p erc ent oc c upanc y is c alc ulated  as follows:
 
AOL(in seconds)=(Calls Ans+Calls Aband)´AWT in seconds
AOL(in CCS)=
100 AOL in seconds
_
  _____________
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 
3-18 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 
availab le (from the worksheet) is hig h, the rec ommendation is to staff fewer 
attend ant p ositions.
NOTE:
The Perc ent Oc c upanc y should  not exc eed  92% (even on larg e systems 
with several attend ant c onsoles). The 92% is a human fac tors limitation and 
does not apply to hardware servers.
The formula for c alc ulating  “ Perc ent Oc c up anc y (attend ed )”  is as follows:
 
When all p ositions of the attendant g roup  are staffed , the eq uation for p erc ent 
oc c up anc y (attended ) yields the same results as the eq uation for perc ent 
oc c up anc y (total time).
Percent of Calls Queued
As the p erc ent of c alls q ueued  inc reases, the Sp eed  of Ans field  also inc reases. 
Callers are more likely to b ec ome frustrated  as they are d elayed  and  more likely 
to ab and on their c alls, thus c ontrib uting  to the p erc ep tion that the level of servic e 
has d ec reased.
Perc ent of Calls Queued  (or d elayed ) is d efined  as follows:
 
Percent Occupancy(attended)=
Time Avail+Time Talk AOL
_
  _____________________
´100
%Queued=
Calls Ans+Calls Aband Calls Queued
_
  _______________________
%Queued=
170calls+3calls 78calls
_
  __________________
=
173calls 78calls
_
  ________
=45 %