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 
4-19 Historical Reports 
4
Header Definitions
Table 4-5. Agent Report Header Definitions 
Header Definition
Agent The extension or login ID of the agent.
Agent NameThe name of the agent. If no name is administered, the agent’s extension 
is displayed in the form 
EXT 65432.
TIME/DAY The time or day interval specified in the command line.
Time is always...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-20 Historical Reports 
4
TOTAL AVAIL 
TIMEThe sum of the time that the agent was available to receive ACD calls 
during the reporting interval. During this time, the agent:
nWas in Auto-In or Manual-In work mode for at least one split.
nWas not in ACW in any split.
nWas not on any call or placing any call (unless Multiple Call 
Handling [MCH] is...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-21 Historical Reports 
4
AVG EXTN 
TIMEThe average amount of time that the agent spent on non-ACD calls while 
logged into at least one split during the reporting interval. This average 
does not include time when the agent was holding the EXTN call. The 
calculation is:
If an extension-in call is active for less than the time set for the Abandon...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-22 Historical Reports 
4
BCMS Agent Summary Report
Command
Use one of the following commands to generate the BCMS Agent Summary 
report:
list bcms summary agent extension|loginID [time] [staffed] [start time] [stop 
time][print/schedule]
list bcms summary agent extension|loginID [day] [staffed] [start day] [stop 
day] [print/schedule]
Description...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-23 Historical Reports 
4
Screen 4-7. BCMS Agent Summary Report — Daily Summary
Header Definitions
Table 4-6. Agent Summary Report Header Definitions 
Header Definition
Time/Day The time or day interval specified in the command line.
Time is always expressed in 24-hour format. Start and stop times are 
optional. Reports always start at the earliest...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-24 Historical Reports 
4
AVG TALK 
TIMEThe average duration of ACD calls for all splits the agent was logged into. 
This value includes time spent talking but does not include the amount of 
time the agent was holding an ACD call or ring time at the agent’s 
telephone. The calculation is:
TOTAL 
AFTER CALLThe total amount of time that the agent spent...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-25 Historical Reports 
4
TOTAL 
AUX/OTHERThe total time that each agent was unavailable to receive calls in any split 
during the reporting interval.
A split totals AUX TIME whenever any agent is logged into the split and:
nReceives an EXTN call while in AUX or AVAIL state.
nMakes an EXTN call while in AUX or AVAIL state.
nHits his/her AUX button....

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-26 Historical Reports 
4
AVG EXTN 
TIMEThe average amount of time that the agent spent on non-ACD calls while 
logged into at least one split during the reporting interval. This average 
does not include time when the agent was holding the EXTN call. The 
calculation is:
If an extension-in call is active for less than the time set for the Abandon...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-27 Historical Reports 
4
BCMS Split Report
Command
Use one of the following commands to generate the BCMS Split report:
list bcms split (split number) [time] [start time] [stop time][print/schedule]
list bcms split (split number) [day] [start day] [stop day] [print/schedule]
Description
The BCMS Split report provides traffic information for the...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-28 Historical Reports 
4
Sample Reports
Screen 4-8. BCMS Split or Skill Report — Hourly
Screen 4-9. BCMS Split or Skill Report — Daily*  Acceptable service level changed.
Split is displayed as “Skill” when EAS is optioned (EAS and skills 
are not supported with DEFINITY BCS and GuestWorks).
Split is displayed as “Skill” when EAS is optioned (EAS and...