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
BCMS Report Reference 
4-9 Real-Time Reports 
4
Sample Report
Screen 4-2. BCMS System Status Report Screen
Header Definitions
&Split name is not administered — default is EXT xxxx, where 
xxxx is the extension administered for the split.
Split is displayed as “Skill” when EAS is optioned (EAS and skills 
are not supported with DEFINITY BCS and GuestWorks).
Table 4-3. System...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-10 Real-Time Reports 
4
AVG SPEED 
ANSThe average amount of time it takes before the calls are answered by 
agents. This value includes time waiting in the queue and time ringing 
at the agent’s telephone. The calculation is:
Keep the following things in mind:
nCalls that flow in from other split(s) do not include time in queue 
from the other splits...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-11 Real-Time Reports 
4
ACD CALLS The number of ACD calls completed during the current interval. This 
number also includes those calls that flow in from other splits.
AVG TALK 
TIMEThe average duration of ACD calls for each split. This calculation 
includes the time each agent spent talking but does not include ring 
time at an agent’s telephone....

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-12 Real-Time Reports 
4
BCMS VDN Status Report
Command
Use the following command to generate the BCMS VDN Status report:
monitor bcms vdn extension [print]
Description
The VDN Status report gives real-time status information for internally measured 
VDNs. (See the BCMS Feature Capacity table in Chapter 1, ‘‘BCMS 
Description’’.) You must specify the...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-13 Real-Time Reports 
4
Header Definition
Table 4-4. VDN Status Report Header Definitions 
Header Definition
Date The current date and time (updated every 30 seconds or when the update 
key is pressed).
VDN NAME The name of the VDN being reported. If the VDN does not have a name 
administered, this field displays 
EXT XXXXX where “XXXXX” is the...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-14 Real-Time Reports 
4
AVG ABAND 
TIMEThe average time abandoned calls waited before abandoning during the 
current period. The calculation is:
AVG 
TALK/HOLDThe average talk time for ACD calls completed by this VDN during the 
current period. This does not include ring time, but it does include any 
time the caller spent on Hold. The calculation...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-15 Real-Time Reports 
4
FLOW OUT The number of calls that were routed to another VDN or to a trunk, 
including successful look-ahead attempts.
CALLS 
BUSY/DISCThe number of calls that were forced busy or forced disconnect during the 
current interval. This value includes:
ncalls that encountered a busy or disconnect vector step
ncalls disconnected by...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-16 Historical Reports 
4
Historical Reports
BCMS provides eight historical reports. These reports give you information for an 
interval of time. You can print the reports for a period of time measured in minutes 
or hours, or a period of time measured in days. The BCMS historical reports are 
as follows:
nAgent
nAgent Summary
nSplit
nSplit Summary...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-17 Historical Reports 
4
BCMS Agent Report
Command
Use one of the following commands to generate the BCMS Agent Report:
list bcms agent extension/loginID [time] [staffed] [start time] [stop 
time][print/schedule]
list bcms agent extension/loginID [day] [staffed] [start day] [stop day] 
[print/schedule]
Description
The BCMS Agent Report provides...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-18 Historical Reports 
4
Sample Reports
Screen 4-4. BCMS Agent Report — Hourly
Screen 4-5. BCMS Agent Report — Daily
 
 list bcms agent 4222 8:00
BCMS AGENT REPORT
Switch Name: Lab Model  Date: 11:05 am MON MAY 15, 1995
Agent: 4222
Agent Name: s-jones
AVG    TOTAL   TOTAL   TOTAL        AVG   TOTAL    TOTAL
ACD     TALK   AFTER   AVAIL   AUX/  EXTN...