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

							BCMS Report Generation
4-76Issue  4  September 1995 
Scheduling the BCMS Trunk Group
Summary 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 schedule this report, perform the following steps:
1. Enter list bcms summary trunk ## time xx:xx xx:xx 
schedule (where ## is a valid  BCMS measured trunk group). If the trunk 
g roup is only one digit (for example, trunk 5), just enter the single digit. 
The first specified time is referred to as the start time, while the second 
time is referred to as the stop time. Time must be displayed in 24-hour 
format; however, the hours may be indicated as either a 1- or 2-digit 
number. Minutes are always expressed as two digits. If no start time is 
given then the last interval of data will be used to calculate the one-line 
display for each trunk group.
NOTE:
Whether the system c ollects the data in hourly or half-hourly intervals 
depends on the Measurement Interval setting  in the Feature-Related  
System Parameters screen.
2. Press 
RETUR N.
— The Report Scheduler form ap pears on your screen. The cursor is 
located in the Print Interval: field.
Screen 4-36. Report Scheduler Form
 
 list bcms summary trunk ## time xx:xx xx:xx
            Page 1
REPORT SCHEDULER
                                                  Date: 11:00 pm MON APR 23, 1990
 
 
     Job Id: 1                         Job Status: none
 
     Command: list bcms summary trunk ## time xx:xx xx:xx schedule
 
     Print Interval: immediate 
						

							BCMS Trunk Group Summary Report
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NOTE:
If you do not have a printer directly connected to your terminal, you 
can immediately print the report to the system printer by pressing 
ENTE R.
3. Enter schedule and press 
RETU RN.
— The Print Time: field  appears beneath the Print Interval: field, and 
fields for each day of the week appear at the bottom of the form. 
The cursor is located in the Print Time: field.
Screen 4-37. Report Scheduler Form with the Print Interval Set to 
scheduled
4. Enter the time you want the report printed and press RETURN.
— The cursor moves to the Sun: field.
5. Enter y for the day(s) you want the report printed. Use 
RETU RN to move the 
cursor to the next field.
6. When you are finished, press 
ENTE R.
— The report has been scheduled, and the system presents the enter 
command: prompt.
Scheduling a Daily Report to Print
To schedule this report, perform the following steps:
1. Enter list bcms summary trunk ## day xx/xx xx/xx schedule 
(where ## is a valid  BCMS measured trunk group ). If the trunk group is 
only one digit (for example, trunk 5), just enter the single digit. The first 
specified day is referred to as the start day, while the second day is 
referred to as the stop day. If no start d ay is given then the last day of data 
will be used to calculate the one-line disp lay for each trunk group.
 
 list bcms summary trunk ## time xx:xx xx:xx
            Page 1
REPORT SCHEDULER
                                                  Date: 11:00 pm MON APR 23, 1990
 
 
     Job Id: 1                         Job Status: none
 
     Command: list bcms summary trunk ## time xx:xx xx:xx schedule
 
     Print Interval: scheduled
 
     Print Time: xx:xx
 
 
          Sun: n   Mon: n   Tue: n   Wed: n   Thu: n   Fri: n   Sat: n
  
						

							BCMS Report Generation
4-78Issue  4  September 1995 
2. Press RETUR N.
— The Report Scheduler form ap pears on your screen. The cursor is 
located in the Print Interval: field.
Screen 4-38. Report Scheduler Form
NOTE:
If you do not have a printer directly connected to your terminal, you 
can immediately print the report to the system printer by pressing 
ENTE R.
3. Enter schedule and press 
RETU RN.
— The Print Time: field  appears beneath the Print Interval: field, and 
fields for each day of the week appear at the bottom of the form. 
The cursor is located in the Print Time: field.
Screen 4-39. Report Scheduler Form with the Print Interval Set to 
scheduled
 
 list bcms summary trunk ## day xx/xx xx/xx
            Page 1
REPORT SCHEDULER
                                                  Date: 11:00 pm MON APR 23, 1990
 
 
     Job Id: 1                         Job Status: none
 
     Command: list bcms summary trunk ## day xx/xx xx/xx schedule
 
     Print Interval: immediate
 
 list bcms summary trunk ## day xx/xx xx/xx
            Page 1
REPORT SCHEDULER
                                                  Date: 11:00 pm MON APR 23, 1990
 
 
     Job Id: 1                         Job Status: none
 
     Command: list bcms summary trunk ## day xx/xx xx/xx schedule
 
     Print Interval: scheduled
 
     Print Time: xx:xx
 
 
          Sun: n   Mon: n   Tue: n   Wed: n   Thu: n   Fri: n   Sat: n
  
						

							BCMS VDN Report
Issue  4  September 1995
4-79
4. Enter the time you want the report printed and press RETURN.
— The cursor moves to the Sun: field.
5. Enter y for the day(s) you want the report printed.  Use 
RETURN to move the 
cursor to the next field.
6. When you are finished, press 
ENTE R.
— The report has been scheduled, and the system presents the enter 
command: prompt.
BCMS VDN Report
The BCMS VDN Report provides statistical information for the specified VDN. 
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 p revious 24 time intervals (hour or half-hour), including data from the most 
recently completed interval. Screen 4-40 shows the BCMS VDN Report — 
Hourly, and Screen 4-41 shows the BCMS VDN Rep ort — Daily.
NOTE:
When analyzing this report, keep the following things in mind:
nAll averages are for completed calls only.
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.
nAsterisks indic ate that the maximum for the associated field has 
been exceeded. 
						

							BCMS Report Generation
4-80Issue  4  September 1995 
Screen 4-40. BCMS VDN Report — Hourly
Screen 4-41. BCMS VDN Report — Daily
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 10 time intervals, this report is 
displayed on multiple pages. A daily summary report is displayed on the last 
page of the report.
VDN — The VDN specified with the command line.
 list bcms vdn 12345 time 8:00 12:00
BCMS VECTOR DIRECTORY NUMBER REPORT
Switch Name: Lab Model   Date: 11:05 am MON MAY 15, 1995
VDN: 12345
VDN Name: Ginsu Knives Acceptable Service Level:  17
 
AVG AVG    AVG               CALLS  % IN
CALLS   ACD    SPEED ABAND  ABAND  TALK/ CONN   FLOW BUSY/  SERV
TIME          OFFERED CALLS  ANSW  CALLS  TIME   HOLD  CALLS  OUT  DISC   LEVL
08:00-09:00 79 50 :39 5 :45 2:30 0 0 24 85*
----------- ----- ----- ----- -----  -----  ----- -----  ----  ----   ---
SUMMARY 79 50 :39 5 :45 2:30 0 0 24 85
 
list bcms vdn 12345 day 5/14
BCMS VECTOR DIRECTORY NUMBER REPORT
Switch Name: Lab Model   Date: 11:05 am MON MAY 15, 1995
VDN: 12345
VDN Name: Ginsu Knives Acceptable Service Level:  17
 
AVG AVG    AVG               CALLS  % IN
CALLS   ACD    SPEED ABAND  ABAND  TALK/ CONN   FLOW BUSY/  SERV
DAY OFFERED CALLS  ANSW  CALLS  TIME   HOLD  CALLS  OUT  DISC   LEVL
5/14/95 79 50 :39 5 :45 2:30 0 0 24 85*
----------- ----- ----- ----- -----  -----  ----- -----  ----  ----   ---
SUMMARY 79 50 :39 5 :45 2:30 0 0 24 85 
						

							BCMS VDN Report
Issue  4  September 1995
4-81
VDN NAME — The name that is administered for this VDN. If no name exists, the 
VDN extension (for example, EXT 64532) is disp layed.
ACCEPTABLE SERVICE LEVEL — The desired time to answer the VDN.  
Timing for a call begins when the VDN is encountered.
TIME/DAY — The time or day interval sp e cified 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 six days and data accrued through the most recently 
completed interval (hour or half-hour).
CALLS OFFERED — The total number of ended calls that accessed the VDN 
during the current interval. This calculation is:
ACD CALLS — The total number of calls to the VDN that ended in the specified 
interval and were answered by an agent in a BCMS-measured hunt group. ACD 
calls include calls that reached the split via the queue-to-main, check backup, 
route-to, messaging split, or adjunct routing commands.
AVG SPEED ANS — The average speed of answer for answered ACD and 
CONNect calls that have ended for this VDN during the current period. This 
includes time in vector processing, time in a split’s queue, and time ringing. This 
calculation is:
NOTE:
A completed call can span more than one time p eriod. 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 p eriod, the data for this call 
is  counted in the 11:00 to 12:00 time period.
ABAND CALLS — The total number of calls that have abandoned from the VDN 
before being answered or outflowed to another position during the current 
interval. This value includes calls that abandoned while in vector processing or 
while ringing an agent. Calls that abandoned immediately after the agent 
answered are recorded as NUM ANS.
CALLS OFFERED=NUM ANS+FLOW OUT+CALLS  BUSY / DISC+NUM ABAND
AVG SPEED ANS=
Total ACD Calls+Total Connect Calls Total Answer Time
_ __________________________________ 
						

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4-82Issue  4  September 1995 
AVG ABAND TIME — The average time calls spent waiting in this VDN before 
being abandoned by the caller during the current interval. The calculation is:
AVG TALK/HOLD TIME — The average duration of calls (from answer to 
disconnect) for this VDN during the current interval. This includes time spent 
talking and on hold. The calculation does not include ring time at an agent’s 
voice terminal. The calculation is:
CONN CALLS — The number of ended calls that were routed to a station, 
attendant, or announcement, and were answered there.
FLOW OUT — The total number of ended calls that were routed to another VDN 
or to a trunk, in cluding successful lookahead attempts.
FLOW OUT does not include calls that encounter a goto vector command.
Once a call outflows, the system does not take further measurements on the call 
for this VDN. As a result, if an outflowed call later abandons, it is not recorded in 
NUM ABAND for this VDN.
CALLS BUSY/DISC — The total number of calls that were forced busy or forced 
disconnect during the current interval. This value does not include abandoned 
calls.
% IN SERV LEVL — The percentage of calls that were answered with the 
administered service level for this VDN. Calculate as the following:
where
accepted is the number of answered calls (
num ans) whose answer time was 
less than or equal to the administered service level for the VDN. 
num ans here 
refers to the data item on the form of the same name.
calls offered the total number of completed calls that accessed the VDN during 
the current interval.
This field is blank if no calls have been recorded for this time interval. This field is 
also blank if no 
Acceptable Service Level is administered on the VDN form.
AVG ABAND TIME=
Total Number o f  Abandoned VDN CallsTotal VDN Abandon Time
_ __________________________________
AVG TALK TIME=
NUM ANS Total VDN Talk / Hold Time
_ _______________________
%IN SERV LEVL=
calls o ff ered accepted *100
_ _____________ 
						

							BCMS VDN Report
Issue  4  September 1995
4-83
SUMMARY — For those columns that specify averages, the summary is also an 
average for the entire reporting interval. For the TOTAL ATTEMPTS, NUM ANS, 
NUM ABAND, FLOW OUT, and OTHER CALLS c olumns, the summary is the sum 
of individual time intervals or specified days.
Displaying the BCMS VDN 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 vdn ##### time xx:xx xx:xx (where ##### is an 
administered VDN extension measured b y BCMS). The first specified time 
is referred to as the start time, while the second time is referred to as the 
stop time. Time must be displayed in 24-hour format; however, the hours 
may be indicated as either a 1- or 2-digit number. Minutes are always 
expressed as two digits. If no start time is given, the report displays data 
a c crued for the previous 24 time intervals (hour or half-hour).
NOTE:
Whether the system c ollects the data in hourly or half-hourly intervals 
depends on the Measurement Interval setting  in the Feature-Related 
System Parameters screen.
2. Press 
RETUR N.
— The BCMS VDN Report ap pears on your screen.
3. If the report consists of more than one page, press the 
NE XT PA G E key to 
display subsequent pages and the 
PRE VPA G E key to display previous 
pages.
Displaying a Daily Report
To dis play this report, perform the following step s:
1. Enter list bcms vdn ##### day xx/xx xx/xx (where ##### is an 
administered VDN extension measured  by BCMS). The first spec ified day 
is referred to as the start day, while the second day is referred to as the 
stop day. If no start day is given, the report displays data accrued for the 
p revious six d ays and data accrued through the most recently completed 
time interval (hour or half-hour).
2. Press 
RETUR N.
— The BCMS VDN Report ap pears on your screen. 
						

							BCMS Report Generation
4-84Issue  4  September 1995 
3. If the report consists of more than one page, press the NEXTPAGE key to 
display subsequent pages and the 
PRE VPA G E key to display previous 
pages.
Printing the BCMS VDN Report
BCMS allows you to collect data in either hourly/half-hourly intervals or daily 
intervals and 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 Interval Report
To print this report, perform the following steps:
1. Enter list bcms vdn ##### time xx:xx xx:xx print (where 
##### is an administered VDN extension measured by BCMS). The first 
specified time is referred to as the start time, while the second time is 
referred to as the stop time. Time must be displayed in 24-hour format; 
however, the hours may be indicated as either a 1- or 2-digit number. 
Minutes are always expressed as two digits. If no start time is given, the 
report displays data accrued for the previous 24 time intervals (hour or 
half-hour).
NOTE:
Whether the system c ollects the data in hourly or half-hourly intervals 
depends on the Measurement Interval setting  in the Feature-Related  
System Parameters screen.
2. Press 
RETUR N.
— The BCMS VDN Report prints on the printer attached to your 
terminal.
Printing a Daily Report
To print this report, perform the following steps:
1. Enter list bcms vdn ##### day xx/xx xx/xx print (where 
##### is an administered VDN extension measured by BCMS). The first 
specified day is referred to as the start day, while the second day is 
referred to as the stop day. If no start d ay is given, the report displays data 
accrued for the previous six days and data accrued through the most 
recently completed time interval (hour or half-hour).
2. Press 
RETUR N.
— The BCMS VDN Report prints on the printer attached to your 
terminal. 
						

							BCMS VDN Report
Issue  4  September 1995
4-85
Scheduling the BCMS VDN Report to Print
BCMS 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 printer. 
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 schedule this report, perform the following steps:
1. Enter list bcms vdn ##### time xx:xx xx:xx schedule (where 
##### is an administered VDN extension measured by BCMS). The first 
specified time is referred to as the start time, while the second time is 
referred to as the stop time. Time must be disp layed in 24-hour format; 
however, the hours may be indicated as either a 1- or 2-digit number. 
Minutes are always expressed as two digits. If no start time is given, the 
report displays data accrued for the previous 24 time intervals (hour or 
half-hour).
NOTE:
Whether the system c ollects the data in hourly or half-hourly intervals 
depends on the Measurement Interval setting  in the Feature-Related 
System Parameters screen.
2. Press 
RETUR N.
— The Report Scheduler form ap pears on your sc reen. The cursor is 
located in the Print Interval: field.
Screen 4-42. Report Scheduler Form
 
 list bcms vdn ##### time xx:xx xx:xx
            Page 1
REPORT SCHEDULER
                                                  Date: 11:00 pm MON APR 23, 1990
 
 
     Job Id: 1                         Job Status: none
 
     Command: list bcms vdn #### time xx:xx xx:xx schedule
 
     Print Interval: immediate