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 
6-15 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6
200 47329 47493 47645 47735 47821 47865 47909 47932 47954
225 53325 53490 53644 53735 53821 53865 53909 53932 53954
250 59321 59488 59643 59734 59821 59865 59909 59932 59954
275 65318 65487 65642 65734 65820 65864 65909 65932 65954
300 71315 71485 71641 71733...

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 
6-16 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6
Table 6-3. 30 Seconds Average Service Time 
AVG SPEED ANS
agents 11 15 22 30 45 60 90 120 180
1 161822263543576882
2 798698111132147169183200
3 161 173 193 212 240 260 286 301 319
4 252 270 296 320 353 376 404 420 438
5 349 371 403 431 468 493 522 539 558
6 450...

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 
6-17 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6
200 23399 23533 23665 23746 23826 23868 23911 23932 23955
225 26392 26529 26662 26745 26826 26867 26910 26932 26955
250 29386 29525 29661 29744 29825 29867 29910 29932 29955
275 32380 32522 32659 32743 32825 32867 32910 32932 32955
300 35375 35519 35658 35742...

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 
6-18 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6
Table 6-4. 45 Seconds Average Service Time 
AVG SPEED ANS
agents 11 15 22 30 45 60 90 120 180
1 101112141721293545
2 48525763748398109122
3 99 105 115 125 142 155 174 186 201
4 157 165 179 193 213 229 251 264 280
5 218 229 246 263 287 305 329 343 359
6 282 296...

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 
6-19 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6
200 15459 15569 15683 15757 15831 15870 15912 15933 15955
225 17449 17563 17680 17755 17830 17870 17912 17933 17955
250 19441 19558 19677 19754 19829 19870 19911 19933 19955
275 21434 21554 21675 21752 21829 21869 21911 21933 21955
300 23428 23550 23673 23751...

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 
6-20 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6
Table 6-5. 60 Seconds Average Service Time 
AVG SPEED ANS
agents 11 15 22 30 45 60 90 120 180
177891113172229
2 353640435056667485
3 7275818797106120130143
4 113 118 126 135 149 160 177 188 202
5 158 164 175 186 202 216 234 246 261
6 204 212 225 238 257 272 292...

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 
6-21 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6
200 11509 11600 11700 11767 11836 11873 11913 11934 11955
225 12998 13094 13196 13264 13335 13373 13413 13434 13455
250 14489 14588 14693 14763 14834 14872 14913 14934 14955
275 15980 16082 16190 16261 16333 16372 16412 16433 16455
300 17473 17578 17688 17760...

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 
6-22 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6
Table 6-6. 90 Seconds Average Service Time 
AVG SPEED ANS
agents 11 15 22 30 45 60 90 120 180
1555679111418
2 232426293237424954
3 475053586371778793
4 7578839096107115125132
5 104 109 115 124 131 144 153 164 171
6 135 141 148 159 168 181 191 204 211
7 167 174...

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 
6-23 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6
200 7653 7729 7784 7844 7878 7915 7935 7956 7967
225 8645 8725 8782 8843 8878 8915 8935 8956 8967
250 9638 9721 9779 9842 9877 9915 9935 9956 9966
275 10631 10717 10777 10841 10876 10914 10935 10956 10966
300 11626 11714 11775 11840 11876 11914 11934 11956...

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 
6-24 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6
Table 6-7. 120 Seconds Average Service Time 
AVG SPEED ANS
agents 11 15 22 30 45 60 90 120 180
13444567911
2 171718202225283337
3 343637404349536065
4 545759636774808894
5 7679828893101108117123
6 99 102 106 113 119 129 136 146 153
7 122 126 131 139 146 157 165...