Lucent Technologies Definity Release 7 Basic Call Management System Operations Manual

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Use of BCMS Reports for ACD Planning 
6-5 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6
BCMS Split or Skill Report
You can use the BCMS Split Report (list bcms split) to identify the time of day 
and days of the week when the split is most and least busy. Again, the type of 
actions that should be taken will be determined by the business function...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Use of BCMS Reports for ACD Planning 
6-6 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6
arrivals or the carried load lies somewhere between two entries in the tables. 
Therefore, the number of agents or trunks required will also lie somewhere 
between the two entries.
If this is the case, the number of agents required or number of trunks needed can...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Use of BCMS Reports for ACD Planning 
6-7 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6
To determine how many agents will be required to handle the incoming call load of 
an ACD split, use Table 6-1
 through Table 6-11 as follows:
nUse the BCMS Split Report (list bcms split) to determine the AVG TALK 
TIME (the time an agent spends processing a...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Use of BCMS Reports for ACD Planning 
6-8 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6
Example 1:
The classified ads department of a newspaper receives 160 calls per hour. The 
average time an agent spends on each call is three minutes. If most of the calls 
should be answered in less than 30 seconds, how many agents should be 
employed in this...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Use of BCMS Reports for ACD Planning 
6-9 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6
handle 150 calls per hour? Under the 60-second column of Table 6-10, you will 
find the following information:
Therefore, 16 agents are needed to support the reservations department.
Example 3:
The manager of a split in an ACD knows that calls average 75 seconds...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Use of BCMS Reports for ACD Planning 
6-10 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6
Now interpolate between delay time and calls per hour in both tables to obtain 
calls per hour for a 40-second delay time.
Now you can fill in the first blank: 197 calls per hour under the 40-second delay 
time heading. Repeat the interpolation process three...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Use of BCMS Reports for ACD Planning 
6-11 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6
So now we know that 5.05 agents would be needed when a 60-second service 
time is desirable. Repeat the above interpolation process once (for a 90-second 
service time) to come up with the result:
y (number of agents) = 7
From exact calculations, the use of six...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Use of BCMS Reports for ACD Planning 
6-12 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6
Table 6-1. 7 Seconds Average Service Time 
AVG SPEED ANS
agents 11 15 22 30 45 60 90 120 180
1 154 195 253 302 359 392 429 449 470
2 575 648 736 799 865 902 942 962 984
3 1044 1135 1237 1305 1376 1415 1455 1476 1498
4 1531 1633 1743 1815 1888 1928 1969 1990...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Use of BCMS Reports for ACD Planning 
6-13 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6
200 102144 102326 102491 102586 102675 102720 102766 102788 102811
225 114999 115182 115347 115443 115532 115577 115623 115646 115668
250 127854 128038 128204 128300 128389 128435 128480 128503 128526
275 140710 140895 141061 141157 141246 141292 141337 141360...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Use of BCMS Reports for ACD Planning 
6-14 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6
Table 6-2. 15 Seconds Average Service Time 
AVG SPEED ANS
agents 11 15 22 30 45 60 90 120 180
1 44526886115136163180198
2 196 222 261 295 339 367 399 417 437
3 386 425 478 521 572 603 637 656 676
4 592 640 703 752 808 840 876 896 916
5 806 862 933 986 1045 1078...