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

							BCMS Report Generation
4-86Issue  4  September 1995 
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 4-43. 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 vdn ##### day xx/xx xx/xx schedule (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 interval (hour or half-hour).
 
 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: 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
4-87
2. Press RETUR N.
— The Report Scheduler form ap pears on your sc reen. The cursor is 
located in the Print Interval: field.
Screen 4-44. 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 4-45. Report Scheduler Form with the Print Interval Set to 
scheduled
 
 list bcms vdn ##### 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 vdn #### day xx/xx xx/xx schedule
 
     Print Interval: immediate
 
 list bcms vdn ##### 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 vdn #### 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 Report Generation
4-88Issue  4  September 1995 
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.
BCMS VDN Summary Report
This report is similar to the VDN Report except that it provides one line of data for 
each VDN included in the report, and the one line includes all data for the 
specified times. If no data exists for a VDN, the VDN does not appear on the 
report.
Screen 4-46. BCMS VDN Summary Report — Hourly Summary
 list bcms summary vdn 12345, 13443-13448 time 8:00-12:00
BCMS VECTOR DIRECTORY NUMBER SUMMARY REPORT
Switch Name: Lab Model  Date: 11:05 am MON MAY 15, 1995
Time: 8:00-12:00
AVG AVG    AVG               CALLS  % IN
CALLS   ACD    SPEED ABAND  ABAND  TALK/ CONN   FLOW BUSY/  SERV
VDN NAME  OFFERED CALLS  ANSW  CALLS  TIME   HOLD  CALLS  OUT  DISC   LEVL
EXT 13443 0 0 :00     0    :00 :00 0     0     0    
EXT 13444 0 0 :00     0    :00    :00 0     0     0    
EXT 13445 0 0 :00     0    :00    :00 0     0     0    
EXT 13446 0 0 :00     0    :00    :00 0     0     0    
EXT 13447 0 0 :00     0    :00    :00 0     0     0    
EXT 13448   0 0 :00     0    :00    :00 0     0     0    
Ginsu Knive 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 Summary Report
Issue  4  September 1995
4-89
Screen 4-47. BCMS VDN Summary Report — Daily Summary
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.
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).
VDN NAME — The name that is administered for this VDN. If no name exists, the 
VDN extension (for example, EXT 64532) is disp layed.
CALLS OFFERED — The total number of completed calls that accessed the 
VDN during the current interval. This calculation is:
where OTHER CALLS are calls classified as forced busy or forced disconnect.
 
 list bcms summary vdn 12345 day 5/14
BCMS VECTOR DIRECTORY NUMBER SUMMARY REPORT
Switch Name: Lab Model  Date: 11:05 am MON MAY 15, 1995
Day: 5/14/95
AVG AVG    AVG               CALLS  % IN
CALLS   ACD    SPEED ABAND  ABAND  TALK/ CONN   FLOW BUSY/  SERV
VDN NAME  OFFERED CALLS  ANSW  CALLS  TIME   HOLD  CALLS  OUT  DISC   LEVL
Ginsu Knives 79 50 :39     5    :45   2:30 0     0    24 85*
 -----------   -----   ----- -----  ----  -----  -----  -----  ----  ----   ---
SUMMARY 79 50 :39     5    :45   2:30 0     0    24 85
CALLS OFFERED=NUM ANS+FLOW OUT+OTHER CALLS+NUM ABAND 
						

							BCMS Report Generation
4-90Issue  4  September 1995 
ACD CALLS — The total number of calls to the VDN that ended in the specified 
interval and were answered by an agent as a result of a queue to main or check 
backup split step.
AVG SPEED ANS — The average time that c alls spend in a vector before being 
connected as an ACD call to an agent (for example, via a queue to the main split 
or check backup step) during the current interval. This includes queue time and 
time ringing at an agent’s station. This calculation is:
NOTE:
A 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 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 record ed as NUM ANS.
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 calls that were routed to a station, attendant, or 
announcement, and were answered there.
FLOW OUT — The total number of calls that were routed to another VDN or to a 
trunk.
FLOW OUT does not include calls that encounter a goto vector command or 
calls that forward to another extension (which are tracked as CONNected 
CALLS).
AVG TIME TO CONNECT=
NUM ANS Total Time Calls spend in VDN be f ore being answered
_ _______________________________________________
AVG ABAND TIME=
Total Number o f  Abandoned VDN CallsTotal VDN Abandon Time
_ __________________________________
AVG TALK TIME=
NUM ANS Total VDN Talk / Hold Time
_ _______________________ 
						

							BCMS VDN Summary Report
Issue  4  September 1995
4-91
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 be 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 ac c essed the VDN during 
the current interval.
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 Summary 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 summary vdn ##### time xx:xx xx:xx (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 then 
the last interval of data will be used to calculate the one-line display for 
each VDN.
%IN SERV LEVL=
calls o ff ered accepted *100
_ _____________ 
						

							BCMS Report Generation
4-92Issue  4  September 1995 
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 
NEXTPAGE key to 
display subsequent pages and the 
PRE VPA G E key to display previous 
pages.
Displaying a Daily Report
To display this report, perform the following step s:
1. Enter list bcms summary vdn ##### day xx/xx xx/xx (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 day is given then the data 
a c cumulated for the last d ay (the c urrent d ay) will be used to c alculate the 
one-line display for each VDN.
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 
NEXTPAGE key to 
display subsequent pages and the 
PRE VPA G E key to display previous 
pages.
Printing the BCMS VDN Summary 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 summary 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- 
						

							BCMS VDN Summary Report
Issue  4  September 1995
4-93
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 summary 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 day is given then the data 
a c cumulated for the last day (the c urrent d ay) will be used to c alculate the 
one-line disp lay for each VDN.
2. Press 
RETUR N.
— The BCMS VDN Report prints on the printer attached to your 
terminal.
Scheduling the BCMS VDN Summary 
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 summary 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 displayed in 
24-hour format; however, the hours may be indicated as either a 1-
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. 
						

							BCMS Report Generation
4-94Issue  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 4-48. 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 4-49. Report Scheduler Form with the Print Interval Set to 
scheduled
 
 list bcms summary 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 summary vdn #### time xx:xx xx:xx schedule
 
     Print Interval: immediate
 
 list bcms summary 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 summary vdn #### 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 VDN Summary Report
Issue  4  September 1995
4-95
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 vdn ##### day xx/xx xx/xx 
schedule (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 day is given then the 
data accumulated for the last day (the current day) will be used to 
calculate the one-line disp lay for each VDN.
2. Press 
RETUR N.
— The Report Scheduler form ap pears on your sc reen. The cursor is 
located in the Print Interval: field.
Screen 4-50. 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.
 
 list bcms summary vdn ##### 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 vdn #### day xx/xx xx/xx schedule
 
     Print Interval: immediate