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

							BCMS Report Generation
4-6Issue  4  September 1995 
Monitor Command
The monitor command is used to display real-time status reports for splits and 
split agents. These reports display data accrued since the last interval boundary. 
The time intervals may be in one-hour or half-hour increments. (To select the 
desired increment, access the Feature-Related System Parameters sc reen and 
enter hour or half-hour in the Measurement Interval field. Consult Chapter 6, 
Use of BCMS Reports for ACD Plannin g for more information.)
There are three monitor commands, one to print each real-time report:
nbcms split
nbcms system
nbcms vdn
The bcms split command generates the BCMS Split Status Report. The bcms 
system command generates the BCMS System Status Report. The bcms vdn 
command generates the BCMS VDN Status Report.
Whenever a status report is displayed on the G3 Management Terminal, it is 
updated automatically ap p roximately every 30 seconds. You can immediately 
update the on-screen status report by pressing 
UP D A TE. To cancel the monitor 
command and return to the command prompt, press 
CANCEL. If the status report 
consists of more than one page, press 
NEXTPAGE to display any subsequent 
pages and 
PR EV P A G E to display any previous pages.
If you in correctly enter the c ommand, or if the qualifier is not ap plicable or cannot 
be measured, a desc riptive error message appears on the message line, located 
on the bottom of the screen. Usually, the error message descriptions provide 
enough information about the problem so that you will not need to research it. 
However, if you require more information about the error message, press 
HE LP. 
Some examples of error messages are listed below:
n?? invalid report type for specified time or day
n?? number of BCMS measured agents exceed s maximum
nSplit not measured by BCMS
Appendix A lists all possible BCMS error messages.
BCMS Split Status Report
The BCMS Split Status Report provides the current (real-time) status and 
cumulative measurement data for those agents assigned to the split you specify. 
This report displays data accrued since the last interval boundary. For example, 
if the interval is set for hourly, and you issue the command to disp lay the BCMS 
Split Status Report at 11:10 a.m., the report displays the data accrued since 
11:00 a.m. Although this report is updated approximately every 30 seconds, you  
						

							BCMS Split Status Report
Issue  4  September 1995
4-7
can immediately update the information on the screen b y p ressing UPDATE. At the 
beginning of the next interval, the report resets. Screen 4-1 shows the BCMS 
Split Status Report.
Screen 4-1. BCMS Split Status Report Screen
Report Headers, Abbreviations, 
and Their Definitions
The header information at the top of each page includes the command entered 
to generate the report, the page number and the total number of pages in the 
report, the title of the report, and the time and date the report was generated. If 
there are more than nine agents in the sp lit, the remaining agent information 
appears on subsequent pages.
Split — The split number specified with the command line. *   An asterisk precedes the 
Call Waiting field if any of the calls are 
Direct Agent calls.
&   The 
LOGIN ID column is empty if the BCMS login system 
p arameter is set to 
no.
$   If name is not administered, this column is blank for the agent.
Split   is displayed as Skill when EAS is op tioned.
 
monitor bcms split 30
BCMS SPLIT (AGENT) STATUS
Split: 30 Date: 12:13 pm MON MAY 15, 1995
Split Name: headquarters                    
 Calls Waiting:   5                     Acceptable Service Level: xxx
Oldest Call:  1:39                         % Within Service Level: xxx 
 
Staffed: 7 Avail: 1 ACD: 1 ACW: 1 AUX: 1 Extn Calls: 2 Other: 1
 
 ACD EXT IN EXT OUT
AGENT NAME LOGIN ID EXT STATE TIME CALLS CALLS CALLS
 Agent 1           32191 12345 Avail 12:00      0       0 0
 Agent 2           32192 12346 ACD 12:04      1       0 0
 Agent 3           32193 12347 ACW 12:12      3       0 0
 Agent 4           32194 12348 AUX 11:30      0       0 0
 Agent 5           32195 12349 Ext In 12:08      1       2 0
 Agent 6           32196 12350 Ext Out 12:10      0       0 1
 Agent 7           32197 12351 Other 11:58      0       0 0
 $                 32198 12352 INIT 00:00      0       0 0 
						

							BCMS Report Generation
4-8Issue  4  September 1995 
NOTE:
With BCMS, splits do not have to be numbered from 1, and split numbers 
do not have to be consecutive.
Split Name — The administered name of the split. This name usually desc ribes 
the purpose or service of the split (for example, sales, servic e, or help line). If no 
name exists, BCMS disp lays the sp lit extension (for example, EXT 65222).
NOTE:
The split name is limited to a maximum of 11 characters. If you enter more 
than 11 c haracters, the additional characters are not p rinted on the System 
Printer.
Calls Waiting — The number of calls  currently queued and calls ringing at an 
agent’s phone. If any of the calls in the queue are Direct Agent calls, an asterisk 
appears before the value in this field. The Glossary describes the Direct Agent 
feature.
Oldest Call — The number of minutes and seconds that the oldest call in queue 
has been waiting to be answered. This includes calls ringing at an agent’s 
phone.
Acceptable Service Level — The desired time to answer for a g iven hunt group 
or VDN. Timing for a call begins when the call enters the hunt group queue.
% Within Service Level — The percentage of calls answered within the 
administered service level. This field is blank if no calls have been recorded for 
this time interval or if there is no 
Acceptable Service Level administered on the 
Hunt Group form.
Staffed — The number of agents currently logged into the sp lit.
Avail — The number of agents in this sp lit currently available to receive an ACD 
call. In order to be counted as being available, agents must either be in the 
Auto-In or Manual-In work mode. Refer to the Glossary for a desc ription of work 
modes. If the agent is on another split’s call or is performing After Call Work for 
another split, the agent is not considered available and is not recorded here. If a 
call is ringing at the agent’s phone or a call is on hold, the agent is not 
considered available unless Multiple Call Handling is active and the agent 
selects AI/MI with a call on hold .
ACD — The number of agents who are c urrently on an ACD call for this sp lit. This 
value also includes Direct Agent calls and those agents who are currently on 
ACD calls that flowed in from another split.
ACW — The number of agents in this split who are currently in ACW mode for 
this split. Refer to the Glossary for a d esc ription of After Call Work (ACW) mode. If 
an agent is in ACW mode for another sp lit, the agent is included in the Other  
						

							BCMS Split Status Report
Issue  4  September 1995
4-9
state count for this split. Also, if an agent is on a call while in ACW mode, the 
agent appears in the Extn state count, and not in the ACW state.
AUX — The number of agents in this split who are currently in the AUX work 
mode for this split. If an agent is answering a call from another split or is in ACW 
work mode for another sp lit, that agent is not considered in AUX work mode for 
this split and is not included in this number. The agent is included in the Other 
state count.
Extn — The number of agents in this split who are currently on non-ACD calls. 
These non-ACD calls may be either incoming (direct to the extension) or 
outgoing (direct from the extension). Those agents receiving  or making  extension 
calls while in Avail, ACW, or AUX work mode is record ed as being on extension 
calls.
Other — The number of agents in this sp lit who:
nAre on a call from another sp lit
nAre in ACW work mode for another split
nHave placed a call on HOLD and made no other state selections
nHave a call ringing at their voice terminals
nAre dialing a number (to place a call or activate a feature)
All of the agents in the Other state are unavailable for ACD calls.
AGENT NAME — The name of the agent. Generally, this is the agent’s first or last 
name. However, if no name is administered on the station form, this field is left 
blank. When the field is b lank, the data can be identified by the extension.
LOGIN ID — The BCMS log in ID(s) (taken from the BCMS Login ID form or EAS 
Login form) for which you requested the report. This column does not appear if 
BCMS logins are not optioned.
EXT — The 2-, 3-, 4-, or 5-digit extension number for the agent.
STATE — The current work state for the agent. Possible work states are Avail, 
ACD, ACW, AUX, Extn, and Other. (The sum of the time the agent spends in the 
possible work states is the agent’s 
staffed time.) Unstaffed  agents do not appear 
on the report. When the system time is changed, agents are in the INIT state. 
Each agent remains in the INIT state until he or she takes a call or pushes a work 
button.
NOTE:
Refer to the Glossary for a desc ription of the term work state.
TIME — The 24-hour clock time that the agent entered this work state. 
						

							BCMS Report Generation
4-10Issue  4  September 1995 
ACD CALLS — The number of ACD calls that the agent has completed  sin ce the 
beginning of the current interval. This value includes any calls that flowed in from 
other sp lits. (Calls in process are not counted until they are completed.)
EXT IN CALLS — The number of non-ACD calls that the agent has received 
(incoming) since the beginning of the current interval. (Calls in process are not 
counted until they are completed.) The maximum value is 255.
EXT OUT CALLS — The number of non-ACD  calls that the agent has made 
(outgoing) since the beginning of the current interval. (Calls in process are not 
counted until they are completed.) The maximum value is 255.
Displaying the BCMS Split Status Report
To display this report, perform the following step s:
1. Enter monitor bcms split ## (where ## is the number of an 
administered split that is measured by BCMS) and press 
RETURN. If the 
split number is only one digit (for example, split 5), just enter the single 
digit.
— The BCMS Split Status Report appears on your screen.
2. 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.
3. If you want to immediately upd ate the report data, press 
UPDATE.
4. To exit the BCMS Split Status report, press 
CANCEL.
— The enter command: prompt appears.
Printing the BCMS Split Status Report
To print the BCMS Split Status report, enter monitor bcms split ## print 
(where ## is the number of an administered split that is measured b y BCMS) and 
press 
RE TUR N. If the split number is only one digit (for example, split 5), just enter 
the single digit.
— The report immediately prints on the printer attached to your terminal, and 
the system dis plays the enter command: prompt.
BCMS System Status Report
The BCMS System Status Rep ort provides current (real-time) status information 
for either all BCMS splits or selected BCMS splits. This report displays data 
accrued since the last interval boundary. For example, if the interval is set to 
hour, and you issue the command to display the BCMS System Status Report at 
11:10 a.m., the report displays the data accrued since 11:00 a.m. Although this 
report is updated approximately every 30 seconds, you can immediately update  
						

							BCMS System Status Report
Issue  4  September 1995
4-11
the information on the screen by pressing UPDATE. This report is reset at the 
beginning of the time interval (for example, hour or half-hour). Screen 4-2 shows 
the BCMS System Status Report.
NOTE:
When analyzing this report, keep the following things in mind:
nAll averages are for completed calls only.
nA completed call may sp an more than one time interval. ACD calls that are 
in process (have not terminated) are counted in the time interval in which 
they terminate. For example, if an ACD  call begins in the 10:00 to 11:00 
time interval, but terminates in the 11:00 to 12:00 time interval, the data for 
this  call is counted in the 11:00 to 12:00 time interval.
nAsterisks indic ate that the maximum for the associated field has been 
exceeded.
Screen 4-2. BCMS System Status Report Screen
Report Headers, Abbreviations,
and Their Definitions
This report presents header information at the top of each page. This information 
includes the c ommand entered to generate the report, the page number and the 
total number of pages in the report, the title of the report, and the time and date 
the report was generated. If more than 14 splits are being measured by BCMS, 
the remaining splits are displayed on multiple pages. &   Split name is not administered (em default is EXT xxxx, where xxxx 
is the extension administered for the split.
SPLIT   is disp layed as SKILL when EAS is optioned.
 
 monitor bcms system
BCMS SYSTEM STATUS
Date: 12:53 MON MAY 15, 1995
AVG AVG AVG AVG % IN
CALLS OLDEST SPEED AVAIL ABAND ABAND ACD TALK  AFTER SERV
SPLIT NAME   WAIT  CALL ANS   AGENT CALLS TIME  CALLS TIME  CALL  LEVL
 
Service   3 1:03   :45     0     3   :30    20 2:30 1:25 85
EXT 4000 5    :33   :15     0    11   :45    36 1:32 :35 91 
						

							BCMS Report Generation
4-12Issue  4  September 1995 
SPLIT NAME — The name of the split (for example, sales, service, or help line). 
If no name exists, the sp lit extension (for example, EXT 12345) is displayed.
CALLS WAIT — The number of calls in the split’s queue that are currently 
waiting to be answered and c alls ringing at an agent’s phone. If any of the c alls in 
the queue are Direct Agent calls, an asterisk appears before this field. Consult 
the Glossary for a description of the Direct Agent feature.
OLDEST CALL — The number of minutes and seconds the oldest call in queue 
has been waiting to be answered. This includes calls ringing at an agent’s 
phone.
AVG SPEED ANS — The average amount of time it takes before the calls are 
being answered. This value includes time waiting in the queue and time ringing 
at the agent’s voic e terminal. The calculation is:
NOTE:
Keep the following things in mind:
nCalls that flow in from other split(s) do not include time in queue 
from the other splits in this calculation. Also, the AVG SPEED ANS 
does not include time spent listening to a forced first 
announcement.
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 indicate that the maximum for the associated field has 
been exceeded.
AVAIL AGENT — The number of agents in this split who are currently available 
to receive an ACD call directed to this split.
ABAND CALLS — The total number of ACD calls that have hung up while 
waiting to be answered. This includes those calls that have abandoned while in 
queue or while ringing. Calls that are not queued (for example, because the 
queue is full, the caller receives a forc ed first announcement and abandons 
during the announcement, or no agents are staffed) are not counted as 
abandoned for the hunt group.
AVG SPEED ANS=
The Total Number o f  ACD Calls Answered Sum o f  Each Completed Call¢s Time In Queue+Time Ringing
_ ________________________________________________________ 
						

							BCMS System Status Report
Issue  4  September 1995
4-13
AVG ABAND TIME — The average time before an ACD call abandons. This 
does not include any time spent in another split’s queue before intraflowing to 
this split. The calculation is:
NOTE:
This value does not in clude time spent listening to a forced first 
announcement or calls that 
abandon while listening to a forc ed first 
announcement.
ACD CALLS — The number of ACD  calls completed during the current interval. 
This number also includes those calls that flow in from other sp lits.
AVG TALK TIME — The average duration of ACD calls for each split. This 
calculation includes the time each agent spent talking but does not include ring 
time at an agent’s voice terminal. The calculation is:
AVG AFTER CALL — The average ACW time for call-related ACW time 
completed by agents in this sp lit d uring this time interval. Call-related  ACW is the 
time that occurs immediately after an ACD call (that is, when an agent was in 
Manual mode and an ACD call ended, or when the agent presses the ACW 
button during an ACD call). AVG AFTER CALL does not include time spent on 
direct incoming or outgoing calls while in ACW or time that immediately follows 
an EXTN call. The calculation is:
NOTE:
The average is for ACW sessions, which may not c orresp ond to the number 
of ACD calls either because some ACD calls did not have ACW time or 
because the call was recorded in another interval.
% IN SERV LEVL — The percentage of calls answered with in the administered 
service level for this sp lit.  Calc ulation is based on the following:
where
accepted is calls answered whose queue time was less than or equal to the 
administered service level for the split.
AVG ABAND TIME=
Total Number o f  Abandoned CallsTotal Abandon Time
_ ______________________________
AVG TALK TIME=
Total Number o f  ACD Calls AnsweredTotal ACD Talk Time
_ _________________________________
AVG AFTER CALL=
Number o f  Call Related ACW SessionsTotal Call Related ACW Time
_ _________________________________
%IN SERV LEVL=
ACD calls+Abandons+Out f lows+dequeued Accepted *100
_ _________________________________________ 
						

							BCMS Report Generation
4-14Issue  4  September 1995 
dequeued is a call that encountered the split’s queue, but which was NOT 
answered, abandoned, or outflowed. This occurs with multiple split queuing.
Displaying the BCMS System Status Report
BCMS allows you to generate a BCMS System Status Report on all the BCMS 
sp lits or selected BCMS splits. To g enerate a report on all the BCMS splits, enter 
the monitor bcms system command. The report produced by this command 
p resents information on all BCMS splits that had agents staffed when you 
entered the command. To generate a report on selected BCMS splits, you must 
include the split number(s) or split ranges at the end of the command. For 
example, if you wanted to generate a BCMS System Status Report on split 4, you 
would enter: monitor bcms system 4. If you wanted to generate a BCMS 
System Status Report on s plits 1, 2, 3, 4, and 5, you would  enter: monitor bcms 
system 1-5. BCMS also allows you to specify a range of sp lits and individual 
sp lits in a command . For example, if you have 8 splits (numbered 1 through 8) 
and wanted to g enerate a BCMS System Status Report on splits 1, 2, 3, 4, 6, and 
8, you would enter: monitor bcms system 1-4 6 8.
To disp lay the BCMS System Status Report, perform the following steps:
1. Enter monitor bcms system and press 
RE TUR N.
— The BCMS System Status Rep ort appears on your screen.
2. 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.
3. If you want to immediately upd ate the report data, press 
UPDATE.
4. To exit the BCMS System Status report, press 
CANCEL.
— The enter command: prompt appears.
Printing the BCMS System Status Report
To print the BCMS System Status report, enter monitor bcms system print 
and press 
RETURN.
— The report is immediately printed on the printer attached to your terminal, 
and the system displays the enter command: prompt.
BCMS VDN Status Report
The VDN Status Report gives real-time status information for internally measured 
VDNs. You can monitor up to 99 VDNs at one time, however; the report can 
display up to 13 VDNs on a single page. Therefore, if you are monitoring 99 
VDNs, the report is 6 pages long. You must sp e cify the extensions of the VDNs 
you want the system to monitor. You can specify the extension in a list or in a 
range format. For example, 
monitor bcms vdn 12345 12346 12350-12359. 
						

							BCMS VDN Status Report
Issue  4  September 1995
4-15
Screen 4-3. BCMS VDN Status Report Screen
Report Headers, Abbreviations,
and Their Definitions
Date — The current date and time (updated every 30 seconds or when the 
update key is pressed).
VDN NAME — The name of the VDN being reported. If the VDN does not have a 
name administered, this field displays 
EXT XXXXX where XXX XX is the VDN’s 
extension.
CALLS WAIT — The number of calls that encountered this VDN and have not 
been answered, abandoned, outflowed, or forc ed busy/disc. Includes calls in 
queues in vector processing, and ringing at an agent’s station.
OLDEST CALL — The time the oldest call currently waiting has waited in the 
VDN. Timing starts when the call enters the VDN.
ACD CALLS — The number of completed ACD  calls answered in a 
BCMS-measured split. The split may have been reached via the queue-to-main, 
check backup, route-to, messaging split, or adjunct routing commands. Includes 
Direct Agent calls. *   Indicates that the VDN name is not administered for the VDN; 
default extension is as shown.
 
 monitor bcms vdn 12345-12349
BCMS VECTOR DIRECTORY NUMBER STATUS
Date: 15:30 Mon May 15, 1995
AVG AVG AVG                CALLS % IN
            CALLS OLDEST ACD   SPEED  ABAND ABAND  TALK/ CONN   FLOW  BUSY/ SERV
 VDN NAME  WAIT  CALL   CALLS ANS    CALLS TIME   HOLD  CALLS  OUT   DISC  LEVL
 knives 5    :25 50   :39 5 :45   2:30     0     0 24 91
 EXT 12346 0    :00 0   :00 0 :00    :00     0     0 0 0