ATT DEFINITY Communications System Generic 3 Basic Call Management System Instructions Manual

BCMS Report Generation
4-16Issue  4  September 1995 
AVG SPEED ANS — The average speed of answer for ACD and connect calls 
that have completed for this VDN during the current period. This includes the 
time in vector processing, in a split’s queue, and time ringing. The calculation is:
NOTE:
Answer time for a call is recorded when the call ends. If a call originates in 
interval x, is answered in interval y, and ends in interval z, the associated 
answer and talk times are recorded in interval z.
ABAND...

BCMS VDN Status Report
Issue  4  September 1995
4-17
Acceptable is the number of ACD and  CONNect calls that were answered  within 
the administered service level. This field is b lank if no calls were recorded for this 
time interval. This field is also blank if no 
Acceptable Service Level has been 
administered on the VDN form.
Displaying the BCMS VDN Status Report
BCMS allows you to generate a BCMS VDN Status Report on all the BCMS VDNs 
or selected BCMS VDNs. To generate a report on all the BCMS...

BCMS Report Generation
4-18Issue  4  September 1995 
Historical Reports
BCMS provides eight historical reports. These reports give you information for an 
interval of time. You can print the reports for a period time measured in minutes 
or hours, or a period of time measured in days. The BCMS historical reports are:
nAgent Report
nAgent Summary Report
nSplit and Skill Report
nSplit and Skill Summary Report
nTrunk Group Report
nTrunk Group Summary Report
nVDN Report
nVDN Summary Report
You are able to p...

BCMS Agent Report
Issue  4  September 1995
4-19
you to sc hedule the report to print to the system printer immediately 
(immediate), at a later time (deferred), or routinely at sp ecified times 
(scheduled).
NOTE:
Time interval data may be collected in half-hour or one-hour increments. 
(To select the desired increment, ac c ess the Feature-Related System 
Parameters screen and enter half-hour or hour in the Measurement 
Interval: field. Consult Chapter 6, Use of BCMS Reports for ACD Planning 
for more...

BCMS Report Generation
4-20Issue  4  September 1995 
Screen 4-4. BCMS Agent Report — Hourly
NOTE:
4222 could be a login ID or an extension, depending on whether 
BCMS/VuStats Login IDs is administered.
Screen 4-5. BCMS Agent Report — Daily
NOTE:
4222 could be a login ID or an extension.
 
 list bcms agent 4222 8:00
BCMS AGENT REPORT
Switch Name: Lab Model  Date: 11:05 am MON MAY 15, 1995
Agent: 4222
Agent Name: s-jones
AVG    TOTAL   TOTAL   TOTAL        AVG   TOTAL    TOTAL
ACD     TALK   AFTER   AVAIL...

BCMS Agent Report
Issue  4  September 1995
4-21
Report Headers, Abbreviations,
and Their Definitions
This report presents header information at the top of each page. This information 
includes the command entered to generate the report, the page number of the 
report, the title of the report, and the time and date the report was generated. If 
this is a time report and there are more than 11 time intervals, this report is 
displayed on multiple pages. A daily summary report is displayed on the last 
page...

BCMS Report Generation
4-22Issue  4  September 1995 
nWas not on any call or placing any call (unless MCH is active)
nDid not have ringing calls
TOTAL AUX/OTHER — The sum of the time that the agent has the AUX button 
pressed and is not doing anything else for any of the other sp lits (that is, the sum 
of the time that the agent is in AUX work mode for all sp lits). This value does not 
include time the agent spent on an EXTN call or in Manual-In, Auto-In, or ACW 
mode for another sp lit. Note that if...

BCMS Agent Report
Issue  4  September 1995
4-23
Columns that do contain averages are the total time divided by the number of 
calls.
Displaying the BCMS Agent Report
BCMS allows you to collect data in either hourly/half-hourly intervals or daily 
intervals and display the report on your terminal.
Displaying an Hourly/Half-Hourly 
Interval Report
To dis play this report, perform the following step s:
1. Enter list bcms agent ext time xx:xx xx:xx (where ext is a 
valid agent extension measured by BCMS)....

BCMS Report Generation
4-24Issue  4  September 1995 
Printing the BCMS Agent Report
BCMS allows you to collect data in either hourly or half-hourly intervals and daily 
intervals and to print the report. If you have a printer directly connected to your 
terminal, you may print reports using the instructions provided below. If you do 
not have a p rinter d irectly connected to your terminal, c onsult the instructions for 
sc heduling reports to print to the system printer.
Printing an Hourly/Half-Hourly...

BCMS Agent Report
Issue  4  September 1995
4-25
Scheduling the BCMS Agent Report to Print
The Report Scheduler allows you to schedule the day or days for the system to 
p rint the report. If you do not have a printer directly connected to your terminal, 
you may use the Report Scheduler feature to print the report immediately to the 
system p rinter. The data for this report can be collected in hourly/half-hourly 
intervals or daily intervals.
Scheduling an Hourly/Half-Hourly
Interval Report to Print
To...