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

							System Printer and Report Scheduler
5-10Issue  4  September 1995 
Procedure:
Type in the desired print time and press 
ENTE R. The cursor is now on the days of 
the week field. For those days that you desire to print the report, typ e in a y.
Response:
Pre ss  
ENTE R to execute the c ommand. The system responds with a prompt for the 
next command.
Listing Scheduled Reports
To disp lay a list of all reports that are on the Report Scheduler, enter the list 
report-scheduler command. This command displays a list of all reports in the 
Report Scheduler. The order of the list is according to scheduled print time. 
Reports will be printed according to this list (for example, first report on the list is 
the first report printed). Screen 5-5 shows the sc reen for the list 
report-scheduler command. Table 5-4 describes the data fields for this screen.
Screen 5-5. Report Scheduler Screen Form — Typical
NOTE:
In instances such as those for Job Id 4, if an immediate report is scheduled, 
the Days field is completed with one y for the current day and n for the 
others.
All field s are display-only. If, after reviewing this report, it is determined that 
change needs to be made, the change report-scheduler command may be 
used to make the desired changes.
list report-scheduler
                                                                     Page 1 of x
                                REPORT SCHEDULER
       Job Id     Days (smtwtfs)        Time      User      Status     Type
             Command
         4              nynnnnn        18:45      bcms      printing   immediate
            list measurements attendant-group time 14:15
         2              nynynyn        19:00      bcms      waiting    scheduled
            list measurements call-rate time 07:00
         7              nnnnnyn        19:15      bcms      waiting    deferred
            list bcms agent 5000 time  08:00     12:00
         23             nnynnnn        19:15      bcms      waiting    scheduled
            list bcms agent 4000  day  09/11     09/15 
						

							Report Scheduler
Issue  4  September 1995
5-11
Change Command
The change report-scheduler command is used to change the schedule of a 
report. To display this screen form, enter the change report-scheduler xx 
command. The xx corresponds to the Job Id. Screen 5-6 shows the Change 
Report-Scheduler screen. Table 5-5 describes the data fields for this screen.
Table 5-4. Report Scheduler Screen Form
Field Description
Job Id Whenever a command is executed with the schedule qualifier, the 
system responds by generating a unique Job Id number. The Job 
Id assigned  by the system is the lowest number within the range of 
1 through 50 that is not in use.
Days (smtwtfs) On a per-day basis, an n indicates that the report will not be 
printed that day; a y indicates that the report will be printed that 
day. Selecting an n for all seven days of the week will effectively 
disable a report from being printed.
Time The time interval that the report is scheduled to be printed.
User The user login that scheduled the identified report.
Status Same as ‘‘Job Status’’ which was described previously. The four 
possible states are: 
nWaiting—means that the report is not sc heduled for any activity 
during the current 15-minute time interval.
nPrint-Next—means that the report is scheduled to be printed 
within the current 15-minute time interval.
nPrinting—means that the report is currently being printed.
nPrinted—means that the report has been successfully printed 
during the current 15-minute time interval.
Type Indicates the type of print interval that is scheduled for the report.
Command This field displays the complete command line (excluding the 
schedule option) that the user entered to produce the identified 
report. 
						

							System Printer and Report Scheduler
5-12Issue  4  September 1995 
Screen 5-6. Change Report-Scheduler Screen
Table 5-5. Change Report-Scheduler Screen Form
Field Description
Job Id: This is a display-only field. It is the unique identifier for the report. 
The Job Id assigned by the system is the lowest number within the 
range of 1 through 50 that is not in use.
Job Status: This is a display-only field. It identifies the print status of the report. 
The four possible states are: 
nWaiting—means that the report is not scheduled for any 
activity during the current 15-minute time interval.
nPrint-Next—means that the report is scheduled to be printed 
within the current 15-minute time interval.
nPrinting—means that the report is currently being printed.
nPrinted—means that the report has been successfully printed 
during the current 15-minute interval.
Command: This is a display-only field. It is the command that is to be 
executed.
change report-scheduler 23                                              Page 1
                                REPORT SCHEDULER
    Job Id: 23                        Job Status: printed
    Command: list bcms agent 4000 time start 08:00 stop 12:00
    Print Interval: scheduled
    Print Time: 19:15
     Sun: n    Mon: y    Tue: n    Wed: y    Thu: n    Fri: y    Sat: n 
						

							Report Scheduler
Issue  4  September 1995
5-13
Remove Command
The remove report-scheduler command is used to remove a report from the 
Report Scheduler. To display this sc reen form, enter the remove 
report-scheduler xx  command. The xx correspond s to the Job Id. Screen 5-7 
shows this sc reen. Table 5-6 desc ribes the data fields for the screen.
Screen 5-7. Remove Report Scheduler Command ScreenPrint Interval: The three possible options are immediate, scheduled, and 
deferred. If the print time of a report is changed so that its 
scheduled time now falls inside the c urrent 15-minute time interval 
(that is, the Job Status: field changes from waiting to print-next), 
the report will not be printed in the current interval.
Print Time: Within a given hour, reports may be scheduled at 15-minute 
intervals (that is xx:00, xx:15, xx:30, xx:45). This field may be 
changed as desired. The system printer requires significant switch 
processor resources.  Therefore, it is important that the reports be 
scheduled for off-peak hours.  Furthermore, the reports should not 
all be scheduled for the same hour and time interval, but should 
be staggered across multiple off-peak time intervals. If, because 
of printing volume or other problems, a report is not printed within 
four hours of its scheduled time interval, it will not be printed until 
its next scheduled time interval. This is a 4-hour 
(nonadministrable) limit. Immediate and deferred jobs would be 
removed  from the Report Sc heduler under this sc enario and would 
require reentry to print.
Days of Week On a per-day basis, an n indicates that the report will not be 
printed for that day; a y indicates that the report will be printed for 
that day. This field may be changed as desired. Selecting an n for 
all seven days of the week will effectively disable a report.
Table 5-5. Change Report-Scheduler Screen Form
Field Description
remove report-scheduler 23                                              Page 1
REPORT SCHEDULER
    Job Id: 23                        Job Status: printed
    Command: list bcms agent 7000 time start 08:00 stop 12:00
    Print Interval: scheduled
    Print Time: 19:15
    Sun: n    Mon: y    Tue: n    Wed: y    Thu: n    Fri: y    Sat: n 
						

							System Printer and Report Scheduler
5-14Issue  4  September 1995 
NOTE:
All fields are display-only. Once the user has verified that the identified  
report is the one to be removed, it is then necessary to press 
RETU RN. 
Following this action, the system waits for the next command.
Table 5-6. Remove Report Scheduler Command Screen
Field Description
Job Id: The unique identifier for the report. The Job Id assigned by the 
system is the lowest number within the range of 1 through 50 that is 
not in use.
Job Status:Identifies the print status of the report. The four possible states are: 
nWaiting—Means that the report is not scheduled for any activity 
during the current 15-minute time interval.
nPrint-Next—Means that the report is scheduled to be printed 
within the current 15-minute time interval.
nPrinting—Means that the report is currently being printed.
nPrinted—Means that the report has been successfully printed 
during the current 15-minute interval.
Command: The command associated with the Job Id that is being removed.
Print Interval: The three possible options are immediate, scheduled, and 
deferred.
Print Time: Within a given hour, reports may be scheduled at 15-minute 
intervals (for example, xx:00, xx:15, xx:30, xx:45).
Days of Week On a per-day basis, an n indicates that the report will not be 
printed for that day; a y indicates that the report will be printed that 
day. Selecting an n for all seven days of the week will effectively 
disable a report from being printed. 
						

							Issue  4  September 19956-1 
Planning/Engineering Objectives
Before presenting examples of how you can use the BCMS reports to optimize 
the operations of an ACD application, this chapter reviews certain relevant 
points. First, recall that the ACD hunt group s and trunk group s may be 
administered for:
nInternal measurements
nExternal measurements
nBoth internal and external
nNone (no measurements)
Second, the ACD feature can support a maximum number of agents, splits, and 
trunk groups. Since the BCMS feature may measure fewer agents, splits, and  
trunk groups (see Table 2-1 on page 2-3 for BCMS capacities), those agents, 
splits, and trunk groups that are not measured with the BCMS feature either are 
measured with external CMS or are not measured at all.
If you are planning to implement BCMS and you do not have accurate traffic  
information, then the ACD splits are initially designed based on an estimated 
number of trunks and agents according to the particular needs of each ACD 
split. The number of trunks and agents is based on an estimated volume of 
incoming traffic. The primary purpose of the BCMS reports is to monitor the ACD 
application and provide information detailing how the splits, agents, and trunk 
g roups are being used. By analyzing these reports, you can determine the 
optimum number of agents and trunks needed to sup port a given ACD 
application.
The overall design of an ACD should be based on how a business values a lost 
or blocked call. For example, if the ACD split handles sales and each blocked or 
6
Use of BCMS Reports for ACD 
Planning 
						

							Use of BCMS Rep orts for ACD Plannin g
6-2Issue  4  September 1995 
d rop ped call represents potential lost revenue, it will probably be desirable to 
p rovide more trunks than agents to minimize the lost calls. As a contrast, if the 
ACD split handles calls from a captive customer base and each agent performs 
a significant amount of ‘‘After Call Work’’ that results in an expense to the 
organization, it will probably be desirable to provide fewer trunks than agents.
Finally, remember that the report sc heduler allows only 50 reports each night. If 
you do not need to view historical data on an hour-by-hour basis, or if you prefer 
to see data sorted by entity (such as agents, splits, or VDNs) rather than sorted  
b y time, then you should utilize the summary reports. These reports  can in clude 
up to 30 entities at one time, and thus c an allow you to make better use of the 50 
available scheduler slots.
BCMS System Status Report
You should  use the BCMS System Status Report (monitor bcms system) as the 
first step toward determining how the ACD is functioning. This report displays 
data that details how each split’s queue is currently functioning. Specifically, the 
report lists:
nThe number of CALLS WAITING in the queue (this includes calls ringing)
nThe length of time that the OLDEST CALL has been queued
nThe number of ACD  calls that have been answered
nThe number of agents that are available to receive ACD calls
nThe number of calls that have abandoned
nThe average length of time before a call abandons the queue
nThe average length of time it is taking before the ACD calls are answered
nThe average length of time the agents spend talking
nThe average length of time the agents spend in ACW mode.
nThe percentage of calls answered with in service level.
If any of the numbers are not within their desired range, the individual 
sp lit(s) should be observed more closely with the Monitor Split Status 
Report. Some of the more ob vious indications of a problem are:
— An excessive number of calls waiting in the queue
— An excessive number of calls that have abandoned the queue
— A large number of agents that are available to receive ACD calls
— If only a small number of ACD calls have been answered, but the 
sp lit is still staffed with a large number of agents
— An excessive amount of time is spent in ACW mode, AUX work, 
ExtnIn/ExtnOut calls, etc. 
						

							Planning/Engineering Objectives
Issue  4  September 1995
6-3
BCMS Split Status Report
You can use the Split Status Report (monitor bcms split) to determine:
nWhether there are enough staffed agents for the current level of incoming 
calls.
— If after monitoring the Avail field for several minutes and no agents 
are indicated as being available to receive calls, you will probably 
want to ‘‘staff’’ some of the ‘‘unstaffed’’ positions, esp e cially if this 
loss of business represents a loss in revenue.
— If all agent positions are ‘‘staffed,’’ it may be appropriate to add 
more agents to the split.
— If an exc essive amount of time is being spent answering ACD calls 
for another sp lit, then it may be ap p ropriate to d etermine the reason 
and possibly to assign more agents to the other split.
nWhether any particular agent or agents are spending too much time on 
ExtnCalls.
— If an agent is suspected of spending too much time on ExtIn/ExtOut 
calls, the BCMS Agent Report should  be used to investigate further.
nWhether, based on a comparison of agents within this split, any particular 
agent is taking more time to handle calls than appropriate. More 
specifically, this would be referred to as excessive ACD talk time.
— If an agent is suspected of taking more time than appropriate, the 
BCMS Agent Report should be used to investigate further.
BCMS VDN Status Report
You can use the BCMS VDN Status Report (monitor bcms vdn) to determine 
how one or more internally-measured VDNS and vectors are functioning. This 
report can help you to determine whether you need to change a VDN instead of  
moving agents between splits when ACD traffic  changes. Specifically, some 
information this report indicates is:
nHow many calls have encountered a VDN but have not been answered
nThe time the oldest call has been waiting in the VDN
nThe average length of time for a call to be completed by the VDN  during 
the current period
nThe average length of time a call waited before abandoning  during the 
current period
nThe average length of talk time during the current period  for calls 
completed by the VDN
nThe percent of calls being answered by the VDN within the acceptable 
service level during the current period 
						

							Use of BCMS Rep orts for ACD Plannin g
6-4Issue  4  September 1995 
BCMS Trunk Group Report
You can use the BCMS Trunk Group Report (list bcms trunk) to determine:
nThe number of incoming and outgoing calls
nThe average amount of time for incoming calls
nThe average amount of time for outgoing calls
nThe number of incoming calls that abandoned. This may be an indication 
that there are not enough ‘‘staffed’’ agent positions rather than not enough 
trunks
nThe number of outgoing calls that were placed over this trunk group and 
answered during the specified reporting period
nThe CCS traffic load for incoming calls
nThe CCS traffic load for outgoing calls
nThe percent of time that one or more trunks have been busied -out for 
maintenance purposes
nThe percent of time that all trunks within this group are busy. This field 
should serve as an indication of whether add itional trunks may b e needed .
If the designated trunk group serves a split that provides a revenue-producing 
function, it will generally be desirable for the trunk group to contain enough 
trunks to ac c ommodate the peak level of traffic. After identifying when peak 
traffic occurs, it is then necessary to schedule a trunk report for that time of day. 
Subsequently, the information from this report and other reports may be used 
with the ‘‘Trunk Eng ineering Guidelines’’ (described later) to determine the 
correct number of trunks for the trunk group.
BCMS Agent Report
You c an use the BCMS Agent Report (list bcms agent) to determine exactly how 
the sp e cified agent uses his or her time. Sub sequently, and depending on the 
specifics of the data, you may observe that certain changes are in order. For 
example, if the TOTAL AVAIL TIME field shows a high number, you may find it 
desirable to:
1. Change this agent’s work schedule
2. Place, via an administration change, this agent into multiple splits. You 
can identify those splits that may be in need of additional agents by 
analyzing the individual BCMS Split Reports.
If the AVG TALK TIME field shows high numbers, this may indicate that the agent 
need s ad ditional instruction and training. 
						

							Engineering  ACD Applications with Data Obtained from 
the BCMS Reports
Issue  4  September 1995
6-5
BCMS Split or Skill Report
You can use the BCMS Split Report (list bcms split) to identify the time of day 
and days of the week when the split is most and least busy. Again, the type of 
actions that should be taken will be determined by the business function 
provided by the split (for example, whether the split provides a 
revenue-producing function such as sales or a revenue-draining function such as 
warranty service). If the split is revenue-producing, it may be desirable to identify 
the time and day when peak traffic occurs and provide enough trunks and 
agents to keep the number of blocked calls low and the service level is high. 
Furthermore, you can determine the appropriate number of agents that should  
be staffed for other times.
BCMS VDN Report 
You can use the BCMS VDN Report (list bcms vdn) to determine if your calls are 
being handled in a timely manner. For example, the AVG ABAND TIME indicates 
how long callers will wait for an agent before hanging up. If the AVG ABAND 
TIME is less than the AVG SPEED ANS, you may assume that callers are not 
being serviced fast enough by an agent. As a result, this VDN may need more 
staffing.
If the percentage in service level (% IN SERV L EVL )  i s  not high enough, you may 
need more agents or it may be appropriate to provide ‘‘backup’’ splits when the 
primary split is under heavy load.
The FLOW OUT and CALLS BUSY/DISC values help you determine the 
performance of your vectors. A high FLOW OUT value indicates that the VDN 
cannot handle the calls in time. A high CALLS BUSY/DISC value may indicate 
that your vectors are written incorrectly.
You should use the ‘‘Agent Engineering/Optimizing Guidelines’’ (described later) 
to determine the correct number of agents for each ACD sp lit.
Engineering ACD Applications with
Data Obtained from the BCMS 
Reports
When eng ineering and/or optimizing  an ACD, Tables 6-2 through 6-13 should b e 
used to determine how many agents and trunks will be required to handle a 
given number of incoming calls. Each split should be designed individually for 
the number of agents and trunks required, subject to any pertinent system 
limitations. You should include for any planned future growth, but do not exceed 
the maximum values of the ACD parameters supported by the BCMS feature.
Interp olation is a method of estimating tabular values of a function between two 
known values of that function. When using Tables 6-2 through 6-12 to determine