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 time for an agent to answer a call for a given hunt group. 
Timing for a call begins when the call enters the hunt group queue.
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 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).
ACD CALLS The number of ACD calls completed for this split during the current 
interval. This number also includes calls that flowed in from other splits 
and Direct Agent (EAS only) calls.
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							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 things in mind:
nThis value does not include time listening to a forced first 
announcement.
nA completed call may span more than one time period. ACD calls 
that are in process (have not terminated) are counted in the time 
period in which they terminate. For example, if an ACD call begins 
in the 10:00 to 11:00 time period, but terminates in the 11:00 to 
12:00 time period, the data for this call is counted in the 11:00 to 
12:00 time period.
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. Calls that are not 
queued (because the queue is full, the caller receives a forced first 
announcement and abandons during the announcement, or no agents 
are staffed) are not counted as abandoned. Also, calls that abandon 
while on hold are not counted as abandoned.
AVG ABAND 
TIMEThe average time before an ACD call abandons. This value does not 
include any time spent in another split’s queue before flowing into this 
split. The calculation is:
This value does not include time listening to a forced first announcement 
or calls that 
abandon while listening to a forced first announcement.
Table 4-7. Split Report Header Definitions  — Continued
Header Definition
Continued on next page
AVG SPEED ANS  =
Sum of Each Completed Calls Time In Queue + Time Ringing
Total Number of ACD Calls Answered --------------------------------------------------------------------------------------------------------------------------------------------------------------------
AVG ABAND TIMETotal Abandon Time
Total Number of Abandoned Calls ------------------------------------------------------------------------------------------ = 
						

							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 spent in call-related or 
noncall-related ACW mode during the reporting interval. This value 
includes time spent on direct incoming or outgoing calls while in ACW. If 
an agent entered ACW in one interval, but left ACW in another interval, 
each interval is credited with ACW time.
FLOW IN The total number of completed calls that this split received as a coverage 
point (intraflowed) from another BCMS-measured split, or are call 
forwarded (interflowed) to this split and completed during the reporting 
interval. This total does not include calls that are interflowed from a 
remote switch by means of the Look Ahead Interflow feature. FLOW INs 
are recorded when a call ends.
Table 4-7. Split 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 
4-32 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 station extension vector step
nAnswered via the Call Pickup feature
nForwarded-out via Look Ahead Interflow
nFirst queued to this split and then were answered by the second or 
third split
nWere redirected back to this split or its coverage path due to 
Redirect On No Answer timing
FLOW OUTs are recorded when a call ends.
In a multiple split-queuing environment, inflows and outflows become a 
bit more complicated. Consider the following scenarios:
If a multiple queued call is answered in a nonprimary split (that is, a 
second or third split), an outflow is recorded in the statistics for the first 
split, and an inflow and an answer are recorded to the statistics for the 
answering split. For example, suppose there are three splits numbered 1 
through 3. A call comes in for split 1, but all agents are busy in this split. 
The call then goes into queue for splits 2 and 3. An agent in split 3 
answers the call. In this example, an outflow is recorded in the statistics 
for split 1, and an inflow and an answer are recorded in the statistics for 
split 3. A dequeued call is counted for split 2.
If the call is answered in the primary split, no inflows or outflows are 
recorded for any split. Splits 2 and 3 record the call as dequeued.
If a call is queued to three splits (for example, splits 1, 2, and 3, with split 
1 being the primary split), then encounters a
 route-to command that 
sends the call to another VDN, that queues to different splits (for 
example, splits 4 and 5), an outflow is recorded in the statistics for split 1. 
If the call is answered in split 4, an answer is recorded in the statistics for 
split 4. However, no inflow is recorded to the statistics for split 4.
Table 4-7. Split Report Header Definitions  — Continued
Header Definition
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							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 is recorded to 
the statistics for the routed-to split.
TOTAL 
AUX/OTHERThe total time that logged-in agents in this split were unavailable to 
receive calls during the reporting interval. This value includes time spent 
on non-ACD calls while in AUX for this split. This value does not include 
the time agents spent on another split’s calls or in ACW for another split.
For example, a split totals AUX TIME whenever any agent logs 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
Furthermore, the split report measurement AUX TIME is time-interval 
based, since it is not directly related to a call. For example, if an agent is 
in AUX for any of the previously identified reasons from 9:55 to 10:05, 
then 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.
Table 4-7. Split Report Header Definitions  — Continued
Header Definition
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							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
dequeued is a call that encountered the split’s queue, but that was NOT 
answered, abandoned, or outflowed. This occurs with multiple split 
queuing.
NOTE:
Not available with DEFINTY BCS and Guestworks.
SUMMARY For those columns that specify averages, the summary is an average for 
the entire reporting interval. For the ACD CALLS, ABAND CALLS, 
TOTAL AFTER CALL, FLOW IN, FLOW OUT, AUX TIME, and TOTAL 
HOLD TIME columns, the summary is the sum of individual time intervals 
or specified days.
Table 4-7. Split Report Header Definitions  — Continued
Header Definition
Continued on next page
AVG STAFFTotal Staff Time
Time Interval ------------------------------------------ =
% IN SERV LEVLaccepted * 100
ACDcalls + abandons + outflows + dequeued ------------------------------------------------------------------------------------------------------------------------ = 
						

							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 provides traffic measurement information for a 
specified group of BCMS splits. Depending on specifics from the command line, 
the information may be displayed as either a time interval or 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.
This report is similar to the Split Report except that this report provides one line of 
data for each split, which includes all data for the specified times. A split does not 
appear on the report if there is no data for that split. If you specify more than one 
time period, and 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.
When analyzing this report, keep the following in mind:
nAll averages are for completed calls only.
nAsterisks indicate that the maximum for the associated 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 
4-36 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 skills are 
not supported with DEFINITY BCS and GuestWorks).
 list bcms summary split 5 3 time 9:00-16:00
BCMS SPLIT SUMMARY REPORT
Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995
Time: 9:00-16:00
AVG          AVG AVG    TOTAL             TOTAL       % IN
ACD   SPEED ABAND  ABAND TALK   AFTER  FLOW FLOW  AUX/  AVG   SERV
SPLIT NAME CALLS ANS   CALLS  TIME TIME   CALL   IN   OUT   OTHER STAFF LEVL
Sales 32 :25 4 :32 5:15 16:00 3 5 3:30 4.0 75
 Service 8 :07 1 :03 3:20 :00 0 0 9:30 2.2 83*
--------    ----- -----  ----  ----- ----- ------- ---- ---- ------- ----- ---
SUMMARY 40 :21 5 :26 4:52 16:00 3 5 13:00 3.1 76
 
 list bcms summary split 5 3 day
BCMS SPLIT SUMMARY REPORT
Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995
Day: 5/15/95
AVG          AVG AVG    TOTAL             TOTAL       % IN
ACD   SPEED ABAND  ABAND TALK   AFTER  FLOW FLOW  AUX/  AVG   SERV
SPLIT NAME CALLS ANS   CALLS  TIME TIME   CALL   IN   OUT   OTHER STAFF LEVL
Sales 32 :25 4 :32 5:15 16:00 3 5 3:30 4.0 75
 Service 8 :07 1 :03 3:20 :00 0 0 9:30 2.2 83*
--------    ----- -----  ----  ----- ----- ------- ---- ---- ------- ----- ---
SUMMARY 40 :21 5 :26 4:52 16:00 3 5 13:00 3.1 76 
						

							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 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 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).
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).
ACD CALLS The number of ACD calls completed for this split during the current 
interval. This number also includes calls that flowed in from other splits 
and Direct Agent calls.
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 in mind:
nThis value does not include time listening to a forced first 
announcement.
nAsterisks indicate that the maximum for the associated field has 
been exceeded.
Continued on next page
AVG SPEED ANS  =
Sum of Each Completed Calls Time In Queue + Time Ringing
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 
4-38 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. Calls that are not queued (because the queue is full, 
the caller receives a forced first announcement and abandons during the 
announcement, or no agents are staffed) are not counted as abandoned. 
Also, calls that abandon while on hold are not counted as abandoned.
AVG ABAND 
TIMEThe average time before an ACD call abandons. This value does not 
include any time spent in another split’s queue before flowing into this 
split. The calculation is:
This value does not include time listening to a forced first announcement 
or calls that 
abandon while listening to a forced first announcement.
AVG TALK 
TIMEThe average duration of 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 spent in call-related or 
noncall-related ACW mode during the reporting interval. This value 
includes time spent on direct incoming or outgoing calls while in ACW. If 
an agent entered ACW in one interval, but left ACW in another interval, 
each interval is credited with ACW time.
FLOW IN The total number of completed calls that this split received as a coverage 
point (intraflowed) from another BCMS-measured split, or are call 
forwarded (interflowed) to this split and completed during the reporting 
interval. This total does not include calls that are interflowed from a 
remote switch by means of the Look Ahead Interflow feature. FLOW INs 
are recorded as they occur.
Table 4-8. Split Summary Report Header Definitions  — Continued
Header Definition
Continued on next page
AVG ABAND TIMETotal Abandon Time
Total Number of Abandoned Calls ------------------------------------------------------------------------------------------ =
AVG TALK TIMETotal ACD Talk Time
Total Number of ACD Calls Answered ---------------------------------------------------------------------------------------------------- =