Lucent Technologies Definity Systems Little Instruction Book For Advanced Administration

DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Using reports 
63 Trunk group reports 
The Trunk Group Summary report allows you to determine 
measurement data such as the trunk group’s total usage, the total 
number of calls, and trunk blockage.
If a trunk is out of service, see ‘‘Out-of-service trunks’’ on page 
64. It is best to make adjustments to a trunk group only when all 
of the trunks are functioning.
For more information on interpreting the...

Using reports 
64 Trunk group reports 
DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
To monitor trunk group 12 for the next hour:
1. Type 
change meas-selection trunk-group and press 
RETU RN.
The Trunk Group Measurement Selection screen appears.
2. Move to a measurement field and type 
12.
3. Press 
EN TER to save your changes.
The system records the activity of trunk group 12 for the 
next hour.
4. Type 
list measurements trunk-group hourly 12...

DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Using reports 
65 Trunk group reports 
Current trunk group status
The Trunk Group Status report displays a current view of the load 
on various trunk groups by showing the number of calls waiting 
for service. This report shows data for 60 trunk groups at a time, 
but you can start the display at any number you want. For 
example, let’s display trunk groups 5 and up.
To display the Trunk Group Status...

Using reports 
66 Measuring call center performance 
DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Measuring call center 
performance
Standard switch reports on DEFINITY ECS provide valuable 
data about your center’s operation.
What should I measure?
Focus on three things:
nHow many calls are answered?
nHow fast are calls answered?
nHow cost-effective is the system?
DEFINITY ECS has three hunt group reports that give you 
information about agents,...

DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Using reports 
67 Measuring call center performance 
The table below shows you how to monitor the performance of 
your call center by using these reports. To use the table, pick what 
you want to measure from the column headings. As you read 
down the column, each row shows the fields on a particular hunt 
group report — if any — that measure that aspect of call center 
performance. 
For detailed...

Using reports 
68 Measuring call center performance 
DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Viewing hunt group reports
These procedures tell you how to display or print switch hunt 
group reports.
Viewing Hunt Group Measurements reports
The Hunt Group Measurements report displays call data for each 
hunt group in your system. You can print this report for 
yesterday’s peak, today’s peak, or the last hour.
A peak hour is the hour that during...

DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Using reports 
69 Using security reports 
Viewing Hunt Group Status reports
The Hunt Group Status report displays a current view of your 
hunt groups. This report shows 32 hunt groups at a time. To 
display higher-numbered hunt groups, type the number of the first 
hunt group to be displayed. For example, let’s display hunt 
groups 2 and higher.
To display the Hunt Group Status report:
1. Type 
monitor...

Using reports 
70 Using security reports 
DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000 

DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Understanding call centers 
71 What is a call center? 
Understanding call centers
This section introduces you to inbound call centers. It shows how 
to set up a simple inbound call center and lists things to consider 
as you plan and design your center.
What is a call center?
A call center is a way of organizing people and equipment to 
achieve particular business goals. For example, you can use a call...

Understanding call centers 
72 Planning a call center 
DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Planning a call center
Good planning is crucial to setting up an effective call center. 
Before you administer any part of your call center on DEFINITY 
ECS, you should have a plan that is thorough and specific. Your 
call center plan should identify:
nthe purpose of the call center — what the call center has to 
do to be successful
nexpected call...