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 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 time is given, the oldest time interval is the default. A 
stop time requires an associated start time. If no stop time is given, the 
last completed time interval (hour or half-hour) is the default. If no start 
time or stop time is given, the report displays data accrued for the 
previous 24 time intervals. If you specify 
day in the command and do not 
include a start day or stop day, the report displays data accrued for the 
previous 6 days and data accrued through the most recently completed 
interval (hour or half-hour) for the current day.
ACD CALLS The number of ACD calls answered by this agent for all splits during the 
reporting interval. This value includes calls that flowed in from other splits 
and Direct Agent calls.
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 in call-related or 
non-call-related ACW work states for all splits during the reporting 
interval. This includes time agents spent on extension-in and 
extension-out calls while in the ACW work mode. If an agent entered 
ACW in one interval, but ended ACW in another interval, the appropriate 
amount of ACW time is credited to each of the intervals.
Continued on next page
AVG TALK TIMETotal ACD Talk Time
Total Number of ACD Calls Answered ---------------------------------------------------------------------------------------------------- = 
						

							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 active).
nDid not have ringing calls.
TOTAL 
AUX/OTHERThe total time that this 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.
Note that if the agent was in Other for all logged-in splits, that time is 
reflected here. For example, ringing calls can cause several seconds of 
AUX/OTHER time to accrue.
For the agent report, any non-ACD call time is also totaled in the AVG 
EXTN TIME column. Two points of contrast are:
1. The measurement TOTAL AUX/OTHER is time-interval based, rather 
than being call-related. For example, assuming that the previously 
identified stipulations are met, then if the agent is in AUX from 9:55 to 
10:05, 5 minutes is recorded in the 9:00 to 10:00 time interval and 5 
minutes is recorded in the 10:00 to 11:00 time interval.
2. The measurement AVG EXTN TIME is call related. For example, if an 
agent is on a non-ACD call from 9:55 to 10:05, the call and 10 
minutes of EXTN time is recorded in the 10:00 to 11:00 time interval.
Because the agent report includes some call-related items, the sum of all 
items for a given hour may not exactly equal 60 minutes.
EXTN CALLS The total number of non-ACD incoming and outgoing calls for this agent 
during the reporting interval. Only those non-ACD calls that are originated 
and/or received while the agent is logged into at least one split are 
counted.
If an extension-in call is active for less than the time set for the Abandon 
Call Timer, the call will not be counted in this field.
Table 4-5. Agent Report Header Definitions  — Continued
Header Definition
Continued on next page 
						

							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 
Call Timer, the call will not be counted and the duration of the call will be 
counted as AUX/OTHER time.
TOTAL TIME 
STAFFEDThe total time that the agent spent logged into at least one split during the 
reporting interval. Staff time is clocked for an agent who is in multiple 
splits as long as the agent is logged into any split. Concurrent times for 
each split are not totaled.
TOTAL HOLD 
TIMEThe total time that the agent placed ACD calls on hold. This time is the 
caller’s hold time and is independent of the state of the agent. TOTAL 
HOLD TIME does not include the hold time for non-ACD calls.
SUMMARY The total of each of the columns that do not contain averages. Columns 
that do contain averages are the total time divided by the total number of 
calls.
Table 4-5. Agent Report Header Definitions  — Continued
Header Definition
Continued on next page
AVG EXTN TIMETotal Ext Time
Total Number of Ext Calls -------------------------------------------------------------------- = 
						

							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
This report is similar to the BCMS Agent report except that this report provides 
one line of data for each agent. You can specify one or more agents by entering 
agent IDs or extensions. An agent does not appear on the report if there is no 
data for that agent. If you specify that you want the report to include more than 
one time period, and the data exists for one or more, but not all of the specified 
times, the system uses the available data to calculate and display the one-line 
summary; the system does not identify which times are not included in the 
calculations.
Sample Reports
Screen 4-6. BCMS Agent Summary Report — Hourly Summary
 
 list bcms summary agent 4222-4224 4869 time 8:00-12:00
BCMS AGENT SUMMARY REPORT
Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995
Time: 8:00-12:00
AVG TOTAL TOTAL TOTAL AVG TOTAL TOTAL
ACD     TALK   AFTER   AVAIL   AUX/  EXTN   EXTN  TIME     HOLD
AGENT NAME CALLS   TIME   CALL    TIME    OTHER CALLS  TIME  STAFFED  TIME
 s-jones 10 1:15    7:30   25:00   10:40 1 4:00 60:00 :20
 t-anderson 18 1:40   18:00    4:20     :00 2 3:20 60:00 1:00
 j-jacobsen 10 1:20    8:20   16:10     :00 0 :0 38:00 :10
----------- ----- ------ ------- ------- ------- ----- ----- -------- ------
SUMMARY 38 1:28   33:50   45:30   10:40 3 3:33 158:00 1:30 
						

							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 time interval (either hour or 
half-hour). If no start time is given, the most recent time interval is the 
default. A stop time requires an associated start time. If no stop time is 
given, only the start interval/day is used. If no start time or stop time is 
given, the most current interval/day is used. If you specify 
day in the 
command and do not include a start day or stop day, the report displays 
data for the current day accrued through the most recently completed 
interval (hour or half-hour).
Agent NameThe name of the agent. If no name is administered, the agent’s extension is 
displayed in the form 
EXT 65432.
ACD CALLS The number of ACD calls answered by this agent for all splits during the 
reporting interval. This value includes calls that flowed in from other splits 
and Direct Agent calls.
Continued on next page
 
 list bcms sum agent 4222-4223 4869 day 5/14
BCMS AGENT SUMMARY REPORT
Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995
Day: 5/14
AVG    TOTAL   TOTAL   TOTAL        AVG   TOTAL    TOTAL
ACD     TALK   AFTER   AVAIL   AUX/  EXTN   EXTN  TIME     HOLD
AGENT NAME CALLS   TIME   CALL    TIME    OTHER CALLS  TIME  STAFFED  TIME
 s-jones 10 1:15    7:30   25:00   10:40 1 4:00 60:00 :20
 t-anderson 18 1:40   18:00    4:20     :00 2 3:20 60:00 1:00
 j-jacobsen 10 1:20    8:20   16:10     :00 0 :0 38:00 :10
----------- ----- ------ ------- ------- ------- ----- ----- -------- ------
SUMMARY 38 1:28   33:50   45:30   10:40 3 3:33 158:00 1:30 
						

							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 in call-related or 
non-call-related ACW work states for all splits during the reporting interval. 
This includes time agents spent on extension-in and extension-out calls 
while in the ACW work mode. If an agent entered ACW in one interval, but 
ended ACW in another interval, the appropriate amount of ACW time is 
credited to each of the intervals.
TOTAL 
AVAIL TIMEThe sum of the time that the agent was available to receive ACD calls 
during the current 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 active).
nDid not have ringing calls.
Table 4-6. Agent Summary Report Header Definitions  — Continued
Header Definition
Continued on next page
AVG TALK TIMETotal ACD Talk Time
Total Number of ACD Calls Answered ---------------------------------------------------------------------------------------------------- = 
						

							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.
Note that if the agent was in Other for all logged-in splits, that time is 
reflected here. For example, ringing calls can cause several seconds of 
AUX/OTHER time to accrue.
For the agent report, any non-ACD call time is also totaled in the AVG 
EXTN TIME column. Two points of contrast are:
1. The measurement TOTAL AUX/OTHER is time-interval based, rather 
than being call-related. For example, assuming that the previously 
identified stipulations are met, then if the agent is in AUX from 9:55 to 
10:05, 5 minutes is recorded in the 9:00 to 10:00 time interval and 5 
minutes is recorded in the 10:00 to 11:00 time interval.
2. The measurement AVG EXTN TIME is call related. For example, if an 
agent is on a non-ACD call from 9:55 to 10:05, the call and 10 minutes 
of EXTN time is recorded in the 10:00 to 11:00 time interval.
Because the agent report includes some call-related items, the sum of all 
items for a given hour may not exactly equal 60 minutes.
EXTN CALLS The total number of non-ACD incoming and outgoing calls for this agent 
during the reporting interval. Only those non-ACD calls that are originated 
and/or received while the agent is logged into at least one split are counted.
If an extension-in call is active for less than the time set for the Abandon 
Call Timer, the call will not be counted in this field.
Table 4-6. Agent Summary Report Header Definitions  — Continued
Header Definition
Continued on next page 
						

							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 
Call Timer, the call will not be counted and the duration of the call will be 
counted as AUX/OTHER time.
TOTAL TIME 
STAFFEDThe total time that the agent spent logged into at least one split during the 
reporting interval. Staff time is clocked for an agent who is in multiple splits 
as long as the agent is logged into any split. Concurrent times for each split 
are not totaled.
TOTAL HOLD 
TIMEThe total time that the agent placed ACD calls on hold. This time is the 
caller’s hold time and is independent of the state of the agent. TOTAL 
HOLD TIME does not include the hold time for non-ACD calls.
SUMMARY The total of each of the columns that do not contain averages. Columns 
that do contain averages are the total time divided by the total number of 
calls.
Table 4-6. Agent Summary Report Header Definitions  — Continued
Header Definition
Continued on next page
AVG EXTN TIMETotal Ext Time
Total Number of Ext Calls -------------------------------------------------------------------- = 
						

							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 specified split number. 
Depending on specifics from the command line, the information may be displayed 
as either a time interval or a daily summary. If neither 
time nor day is specified, 
time is the default. In this case, the report displays data accrued for the 
previous 24 time intervals (hour or half-hour), including data from the most 
recently completed time interval. To get information on the current time interval, 
you must use a monitor bcms command.
When analyzing this report, keep the following in mind:
nAll averages are for completed calls only.
nA completed call may span more than one time interval. ACD calls that are 
in process (have not terminated) are counted in the time interval in which 
they terminate. For example, if an ACD call begins in the 10:00 to 11:00 
time interval, but terminates in the 11:00 to 12:00 time interval, the data for 
this call is counted in the 11:00 to 12:00 time interval.
nAsterisks within a field indicate that the maximum for that field has been 
exceeded. 
						

							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 skills 
are not supported with DEFINITY BCS and GuestWorks).
 
 list bcms split 3 time 8:00-10:00
BCMS SPLIT REPORT
Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995
Split: 03
 Split Name: services                           Acceptable Service Level: 17
 
AVG          AVG AVG    TOTAL             TOTAL       % IN
ACD   SPEED ABAND  ABAND TALK   AFTER  FLOW FLOW  AUX/  AVG   SERV
TIME CALLS ANS   CALLS  TIME TIME   CALL   IN   OUT   OTHER STAFF LEVL
8:00- 9:00 32 :25 4 :32 5:15 16:00 3 5 3:30 4.0 80*
9:00-10:0 8 :07 1 :03 3:20 :00 0 0 9:30 2.2 85
----------- ----- ----- -----  ----- ----- -------  ---- ---- ------ ----- ---
SUMMARY 40 :21 5 :26 4:52 :26 3 5 13:00 3.1 81
 
 list bcms split 3 day 5/14/95
BCMS SPLIT REPORT
Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995
Split: 03
 Split Name: services                           Acceptable Service Level: 17
 
AVG          AVG AVG    TOTAL             TOTAL       % IN
ACD   SPEED ABAND  ABAND TALK   AFTER  FLOW FLOW  AUX/  AVG   SERV
DAY CALLS ANS   CALLS  TIME TIME   CALL   IN   OUT   OTHER STAFF LEVL
5/14/95  40   :21     5    :26  4:52   17:20 3    5 13:00   3.1 81
 --------    ----- -----  ----  ----- ----- ------- ---- ---- ------- ----- ---
SUMMARY        40   :21     5    :26  4:52   17:20 3    5 13:00   3.1 81