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ATT DEFINITY Communications System Generic 3 Basic Call Management System Instructions Manual
ATT DEFINITY Communications System Generic 3 Basic Call Management System Instructions Manual
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Use of BCMS Rep orts for ACD Plannin g 6-16Issue 4 September 1995 Table 6-3. 30 Seconds Average Service Time AVG SPEED ANS agents 11 15 22 30 45 60 90 120 180 1 161822263543576882 2 798698111132147169183200 3 161 173 193 212 240 260 286 301 319 4 252 270 296 320 353 376 404 420 438 5 349 371 403 431 468 493 522 539 558 6 450 476 513 544 585 611 641 659 677 7 554 583 624 659 702 729 760 778 797 8 660 692 737 774 819 847 880 898 917 9 767 803 851 890 937 966 999 1017 1037 10 875 914 965 1007 1055 1085 1118 1137 1157 12 1096 1140 1196 1241 1292 1323 1358 1376 1396 14 1319 1368 1429 1476 1530 1562 1597 1616 1636 16 1544 1597 1663 1712 1768 1801 1836 1856 1876 18 1772 1829 1898 1949 2007 2040 2076 2096 2116 20 2001 2061 2133 2186 2245 2279 2316 2335 2356 25 2577 2645 2724 2781 2843 2877 2915 2935 2956 30 3159 3232 3317 3377 3440 3476 3514 3535 3556 35 3743 3822 3911 3973 4039 4075 4114 4134 4155 40 4330 4414 4507 4571 4637 4674 4714 4734 4755 45 4919 5006 5103 5168 5236 5274 5313 5334 5355 50 5509 5600 5699 5766 5835 5873 5913 5934 5955 60 6692 6789 6894 6963 7034 7072 7113 7134 7155 70 7879 7981 8089 8160 8233 8271 8312 8333 8355 80 9067 9174 9285 9358 9432 9471 9512 9533 9555 90 10257 10368 10482 10556 10631 10670 10712 10733 10755 100 11449 11563 11680 11755 11830 11870 11912 11933 11955 125 14432 14552 14674 14752 14829 14869 14911 14933 14955 150 17419 17545 17670 17750 17828 17869 17911 17933 17955 175 20408 20538 20667 20748 20827 20868 20911 20933 20955 Continued on next page
Engineering ACD Applications with Data Obtained from the BCMS Reports Issue 4 September 1995 6-17 200 23399 23533 23665 23746 23826 23868 23911 23932 23955 225 26392 26529 26662 26745 26826 26867 26910 26932 26955 250 29386 29525 29661 29744 29825 29867 29910 29932 29955 275 32380 32522 32659 32743 32825 32867 32910 32932 32955 300 35375 35519 35658 35742 35824 35867 35910 35932 35954 350 41367 41514 41655 41741 41824 41866 41910 41932 41954 400 47360 47510 47653 47740 47823 47866 47910 47932 47954 450 53354 53507 53652 53739 53823 53866 53910 53932 53954 500 59349 59504 59650 59738 59822 59866 59910 59932 59954 550 65345 65502 65649 65738 65822 65865 65910 65932 65954 600 71341 71500 71648 71737 71822 71865 71909 71932 71954 650 77338 77498 77647 77737 77822 77865 77909 77932 77954 700 83335 83496 83646 83736 83821 83865 83909 83932 83954 750 89332 89495 89646 89736 89821 89865 89909 89932 89954 800 95330 95493 95645 95735 95821 95865 95909 95932 95954 850 101327 101492 101644 101735 101821 101865 101909 101932 101954 900 107325 107491 107644 107735 107821 107865 107909 107932 107954 950 113323 113490 113643 113735 113821 113865 113909 113932 113954 1000 119322 119489 119643 119734 119821 119865 119909 119932 119954 Table 6-3. 30 Seconds Average Service Time — Continued AVG SPEED ANS agents 11 15 22 30 45 60 90 120 180 Continued on next page
Use of BCMS Rep orts for ACD Plannin g 6-18Issue 4 September 1995 Table 6-4. 45 Seconds Average Service Time AVG SPEED ANS agents 11 15 22 30 45 60 90 120 180 1 101112141721293545 2 48525763748398109122 3 99 105 115 125 142 155 174 186 201 4 157 165 179 193 213 229 251 264 280 5 218 229 246 263 287 305 329 343 359 6 282 296 316 335 363 382 407 422 439 7 348 364 387 409 439 460 486 501 519 8 416 434 460 484 516 538 565 581 598 9 485 504 533 559 593 616 644 660 678 10 555 576 607 635 671 695 723 740 758 12 697 722 758 788 827 852 882 899 918 14 841 870 909 943 984 1010 1041 1059 1077 16 988 1019 1062 1098 1142 1169 1200 1218 1237 18 1135 1170 1216 1254 1300 1327 1360 1378 1397 20 1284 1322 1371 1410 1458 1486 1519 1537 1557 25 1661 1704 1760 1803 1854 1884 1918 1937 1957 30 2042 2090 2151 2198 2251 2282 2317 2336 2356 35 2426 2479 2544 2594 2649 2681 2717 2736 2756 40 2812 2869 2938 2990 3047 3080 3116 3136 3156 45 3199 3260 3333 3387 3445 3479 3516 3535 3556 50 3589 3653 3729 3784 3844 3878 3915 3935 3956 60 4370 4440 4522 4580 4642 4677 4715 4735 4756 70 5154 5230 5316 5376 5440 5476 5514 5535 5556 80 5941 6021 6111 6173 6239 6275 6314 6334 6355 90 6730 6814 6907 6971 7038 7074 7114 7134 7155 100 7520 7607 7703 7769 7837 7874 7913 7934 7955 125 9499 9594 9696 9765 9835 9873 9913 9934 9955 150 11483 11584 11691 11761 11833 11872 11912 11933 11955 175 13470 13576 13686 13759 13832 13871 13912 13933 13955 Continued on next page
Engineering ACD Applications with Data Obtained from the BCMS Reports Issue 4 September 1995 6-19 200 15459 15569 15683 15757 15831 15870 15912 15933 15955 225 17449 17563 17680 17755 17830 17870 17912 17933 17955 250 19441 19558 19677 19754 19829 19870 19911 19933 19955 275 21434 21554 21675 21752 21829 21869 21911 21933 21955 300 23428 23550 23673 23751 23828 23869 23911 23933 23955 350 27417 27543 27670 27749 27827 27868 27911 27933 27955 400 31408 31538 31667 31748 31827 31868 31911 31933 31955 450 35400 35533 35665 35747 35826 35868 35911 35932 35955 500 39393 39530 39663 39745 39826 39867 39910 39932 39955 550 43387 43526 43661 43744 43825 43867 43910 43932 43955 600 47382 47523 47660 47744 47825 47867 47910 47932 47955 650 51378 51521 51658 51743 51824 51867 51910 51932 51955 700 55374 55518 55657 55742 55824 55867 55910 55932 55954 750 59370 59516 59656 59742 59824 59866 59910 59932 59954 800 63366 63514 63655 63741 63824 63866 63910 63932 63954 850 67363 67512 67654 67741 67823 67866 67910 67932 67954 900 71360 71511 71653 71740 71823 71866 71910 71932 71954 950 75358 75509 75653 75740 75823 75866 75910 75932 75954 1000 79355 79508 79652 79739 79823 79866 79910 79932 79954 Table 6-4. 45 Seconds Average Service Time — Continued AVG SPEED ANS agents 11 15 22 30 45 60 90 120 180 Continued on next page
Use of BCMS Rep orts for ACD Plannin g 6-20Issue 4 September 1995 Table 6-5. 60 Seconds Average Service Time AVG SPEED ANS agents 11 15 22 30 45 60 90 120 180 177891113172229 2 353640435056667485 3 7275818797106120130143 4 113 118 126 135 149 160 177 188 202 5 158 164 175 186 202 216 234 246 261 6 204 212 225 238 257 272 292 305 321 7 253 262 277 292 313 329 351 364 380 8 302 313 330 346 370 387 410 424 440 9 352 365 383 401 427 445 469 483 500 10 403 417 438 457 484 503 528 542 559 12 508 524 548 570 600 620 646 662 679 14 614 632 659 684 716 738 765 781 799 16 721 742 772 799 833 856 884 900 918 18 830 853 886 914 951 975 1003 1020 1038 20 940 965 1000 1030 1069 1093 1123 1139 1158 25 1218 1248 1289 1322 1364 1390 1421 1439 1457 30 1500 1534 1579 1616 1661 1688 1720 1738 1757 35 1784 1822 1872 1911 1958 1987 2019 2038 2057 40 2071 2112 2165 2207 2256 2285 2319 2337 2357 45 2358 2403 2459 2503 2554 2584 2618 2637 2657 50 2648 2695 2754 2800 2852 2883 2918 2937 2956 60 3229 3281 3346 3395 3450 3481 3517 3536 3556 70 3813 3870 3939 3990 4047 4080 4116 4136 4156 80 4399 4460 4534 4587 4646 4679 4716 4735 4756 90 4987 5052 5129 5184 5244 5278 5315 5335 5356 100 5576 5645 5725 5781 5843 5877 5915 5935 5956 125 7054 7130 7216 7276 7340 7376 7414 7435 7456 150 8536 8618 8709 8772 8838 8875 8914 8934 8955 175 10021 10108 10204 10269 10337 10374 10413 10434 10455 Continued on next page
Engineering ACD Applications with Data Obtained from the BCMS Reports Issue 4 September 1995 6-21 200 11509 11600 11700 11767 11836 11873 11913 11934 11955 225 12998 13094 13196 13264 13335 13373 13413 13434 13455 250 14489 14588 14693 14763 14834 14872 14913 14934 14955 275 15980 16082 16190 16261 16333 16372 16412 16433 16455 300 17473 17578 17688 17760 17832 17871 17912 17933 17955 350 20460 20570 20683 20757 20831 20871 20912 20933 20955 400 23450 23563 23680 23755 23830 23870 23912 23933 23955 450 26440 26558 26677 26754 26829 26870 26911 26933 26955 500 29432 29553 29675 29752 29829 29869 29911 29933 29955 550 32426 32549 32673 32751 32828 32869 32911 32933 32955 600 35419 35545 35671 35750 35828 35869 35911 35933 35955 650 38414 38542 38669 38749 38827 38868 38911 38933 38955 700 41409 41539 41667 41748 41827 41868 41911 41933 41955 750 44404 44536 44666 44747 44826 44868 44911 44932 44955 800 47400 47534 47665 47747 47826 47868 47911 47932 47955 850 50396 50531 50664 50746 50826 50868 50910 50932 50955 900 53393 53529 53663 53745 53826 53867 53910 53932 53955 950 56389 56527 56662 56745 56825 56867 56910 56932 56955 1000 59386 59526 59661 59744 59825 59867 59910 59932 59955 Table 6-5. 60 Seconds Average Service Time — Continued AVG SPEED ANS agents 11 15 22 30 45 60 90 120 180 Continued on next page
Use of BCMS Rep orts for ACD Plannin g 6-22Issue 4 September 1995 Table 6-6. 90 Seconds Average Service Time AVG SPEED ANS agents 11 15 22 30 45 60 90 120 180 1555679111418 2 232426293237424954 3 475053586371778793 4 7578839096107115125132 5 104 109 115 124 131 144 153 164 171 6 135 141 148 159 168 181 191 204 211 7 167 174 182 194 205 220 230 243 251 8 199 208 217 231 242 258 269 282 290 9 233 242 252 268 280 297 308 322 330 10 267 277 288 305 318 336 347 362 370 12 336 348 361 380 394 414 426 441 450 14 406 421 435 456 471 492 505 521 529 16 477 494 510 532 549 571 584 600 609 18 549 568 585 610 627 650 664 680 689 20 622 642 661 687 705 729 743 760 769 25 807 831 852 882 902 927 942 959 968 30 994 1021 1045 1077 1099 1126 1141 1159 1168 35 1182 1213 1239 1274 1297 1324 1341 1358 1368 40 1373 1406 1435 1471 1495 1524 1540 1558 1568 45 1564 1600 1630 1669 1693 1723 1740 1758 1768 50 1756 1794 1826 1867 1892 1922 1939 1958 1968 60 2142 2185 2220 2263 2290 2321 2338 2357 2367 70 2530 2577 2615 2660 2688 2720 2738 2757 2767 80 2920 2971 3011 3058 3087 3119 3138 3157 3167 90 3311 3365 3407 3456 3485 3519 3537 3557 3567 100 3703 3760 3804 3854 3884 3918 3937 3957 3967 125 4687 4750 4797 4851 4882 4917 4936 4956 4967 150 5673 5742 5792 5848 5881 5917 5936 5956 5967 175 6662 6735 6788 6846 6879 6916 6936 6956 6967 Continued on next page
Engineering ACD Applications with Data Obtained from the BCMS Reports Issue 4 September 1995 6-23 200 7653 7729 7784 7844 7878 7915 7935 7956 7967 225 8645 8725 8782 8843 8878 8915 8935 8956 8967 250 9638 9721 9779 9842 9877 9915 9935 9956 9966 275 10631 10717 10777 10841 10876 10914 10935 10956 10966 300 11626 11714 11775 11840 11876 11914 11934 11956 11966 350 13616 13708 13772 13838 13875 13914 13934 13955 13966 400 15608 15704 15769 15837 15874 15913 15934 15955 15966 450 17601 17700 17767 17836 17873 17913 17934 17955 17966 500 19594 19697 19765 19835 19873 19913 19934 19955 19966 550 21589 21694 21763 21834 21872 21913 21934 21955 21966 600 23584 23691 23762 23833 23872 23912 23933 23955 23966 650 25580 25689 25760 25833 25871 25912 25933 25955 25966 700 27576 27687 27759 27832 27871 27912 27933 27955 27966 750 29573 29685 29758 29832 29871 29912 29933 29955 29966 800 31569 31683 31757 31831 31871 31912 31933 31955 31966 850 33566 33682 33756 33831 33870 33912 33933 33955 33966 900 35563 35680 35755 35830 35870 35912 35933 35955 35966 950 37561 37679 37755 37830 37870 37912 37933 37955 37966 1000 39559 39678 39754 39830 39870 39911 39933 39955 39966 Table 6-6. 90 Seconds Average Service Time — Continued AVG SPEED ANS agents 11 15 22 30 45 60 90 120 180 Continued on next page
Use of BCMS Rep orts for ACD Plannin g 6-24Issue 4 September 1995 Table 6-7. 120 Seconds Average Service Time AVG SPEED ANS agents 11 15 22 30 45 60 90 120 180 13444567911 2 171718202225283337 3 343637404349536065 4 545759636774808894 5 7679828893101108117123 6 99 102 106 113 119 129 136 146 153 7 122 126 131 139 146 157 165 175 182 8 146 151 156 165 173 185 193 205 212 9 170 176 182 192 201 213 223 234 241 10 195 202 209 220 229 242 252 264 271 12 246 254 262 275 285 300 310 323 331 14 298 307 316 331 342 358 369 383 390 16 350 361 371 387 399 417 428 442 450 18 404 415 427 444 457 475 487 502 510 20 457 470 483 501 515 534 547 561 570 25 594 609 624 646 661 682 695 711 719 30 732 750 767 791 808 830 844 860 869 35 872 892 911 937 956 979 993 1010 1019 40 1013 1035 1056 1084 1103 1128 1143 1159 1169 45 1155 1179 1201 1231 1252 1277 1292 1309 1318 50 1297 1324 1347 1379 1400 1426 1442 1459 1468 60 1584 1614 1641 1675 1697 1725 1741 1758 1768 70 1873 1906 1935 1972 1995 2024 2040 2058 2068 80 2163 2199 2230 2269 2293 2323 2340 2358 2368 90 2454 2493 2526 2566 2592 2622 2639 2658 2668 100 2746 2788 2822 2864 2891 2921 2939 2958 2967 125 3480 3527 3565 3610 3638 3670 3688 3707 3717 150 4216 4268 4309 4357 4386 4419 4437 4457 4467 175 4954 5011 5054 5105 5135 5168 5187 5207 5217 Continued on next page
Engineering ACD Applications with Data Obtained from the BCMS Reports Issue 4 September 1995 6-25 200 5694 5754 5800 5853 5883 5918 5937 5957 5967 225 6436 6499 6547 6601 6632 6667 6686 6706 6717 250 7178 7244 7294 7349 7381 7417 7436 7456 7467 275 7921 7990 8041 8098 8130 8166 8186 8206 8217 300 8665 8737 8789 8847 8880 8916 8936 8956 8967 350 10154 10230 10285 10345 10379 10416 10435 10456 10467 400 11645 11725 11782 11843 11878 11915 11935 11956 11967 450 13137 13220 13279 13342 13377 13415 13435 13456 13466 500 14630 14716 14776 14840 14876 14914 14935 14956 14966 550 16124 16213 16274 16339 16375 16414 16434 16456 16466 600 17618 17710 17773 17839 17875 17914 17934 17955 17966 650 19113 19207 19271 19338 19374 19414 19434 19455 19466 700 20609 20704 20769 20837 20874 20913 20934 20955 20966 750 22105 22202 22268 22336 22374 22413 22434 22455 22466 800 23601 23700 23767 23836 23873 23913 23934 23955 23966 850 25097 25198 25266 25335 25373 25413 25434 25455 25466 900 26594 26696 26765 26835 26873 26913 26934 26955 26966 950 28091 28195 28264 28334 28372 28413 28434 28455 28466 1000 29588 29693 29763 29834 29872 29913 29934 29955 29966 Table 6-7. 120 Seconds Average Service Time — Continued AVG SPEED ANS agents 11 15 22 30 45 60 90 120 180 Continued on next page