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 
4-29 Historical Reports 
4
Header Definitions
Table 4-7. Split Report Header Definitions 
Header Definition
Split The split number specified with the command line.
Split Name  Displays the name that is administered for this split number. If no name 
exists, BCMS displays the split extension (for example, EXT 65432).
Acceptable 
Service LevelThe desired...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-30 Historical Reports 
4
AVG SPEED 
ANSThe average amount of time answered ACD calls (split and Direct Agent) 
spent in queue and ringing at an agent’s station before being answered 
during the reporting interval. Calls that flowed in do not have queue time 
from the previous split included in this average. This calculation is:
Keep the following...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-31 Historical Reports 
4
AVG TALK 
TIMEThe average amount of time agents are active on ACD calls (split and 
direct agent) for each split. This includes time spent talking. The 
calculation does not include ring time at an agent’s telephone or time 
spent on hold. The calculation is:
TOTAL 
AFTER CALLThe amount of time that the agents in this split...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-32 Historical Reports 
4
FLOW OUT The total number of calls queued to this split that were:
nSuccessfully sent to the split’s coverage point after queuing for the 
specified 
don’t answer interval. (This does not include calls that 
went to coverage based on any other criterion.)
nForwarded-out via call forwarding
nForwarded-out via a route to...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-33 Historical Reports 
4
FLOW OUT 
(cont.)If the call is answered in split 5, an outflow is recorded for the statistics for 
split 4, and both an inflow and an answer are recorded in the statistics for 
split 5.
Similarly, if a multiple queued call routes to another split, an outflow is 
recorded to the statistics for the primary split, but no inflow...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-34 Historical Reports 
4
AVG STAFF The average number of agents who were logged into this split (staffed) 
during the reporting interval.
% IN SERV 
LEVLThe percentage of calls answered within the administered service level.
where:
accepted is calls answered whose queue time was less than or equal to 
the administered service level for the split...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-35 Historical Reports 
4
BCMS Split Summary Report
Command
Use one of the following commands to generate the BCMS Split Summary report:
list bcms summary split (split number) [time] [start time] [stop time] 
[print/schedule]
list bcms summary split (split number) [day] [start day] [stop day] 
[print/schedule]
Description
The BCMS Split Summary report...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-36 Historical Reports 
4
Sample Reports
Screen 4-10. BCMS Split or Skill Summary Report — Hourly Summary
Screen 4-11. BCMS Split or Skill Summary Report — Daily SummarySplit 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...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-37 Historical Reports 
4
Header Definitions
Table 4-8. Split 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 time interval (either hour or 
half-hour). If no start...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-38 Historical Reports 
4
ABAND 
CALLSThe total number of ACD calls that have hung up while waiting to be 
answered during this time interval. This value includes those calls that 
have abandoned while in queue or while ringing. It also includes calls with 
a talk time that is less than the value administered for the BCMS/VuStats 
Abandon Call Timer....