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

							BCMS Report Generation
4-16Issue  4  September 1995 
AVG SPEED ANS — The average speed of answer for ACD and connect calls 
that have completed for this VDN during the current period. This includes the 
time in vector processing, in a split’s queue, and time ringing. The calculation is:
NOTE:
Answer time for a call is recorded when the call ends. If a call originates in 
interval x, is answered in interval y, and ends in interval z, the associated 
answer and talk times are recorded in interval z.
ABAND CALLS — The number of calls to this VDN that have abandoned before 
being answered during the current period. This includes VDN  calls that were 
routed to an attendant, station, or announcement, and abandoned before being 
answered.
AVG ABAND TIME — The average time abandoned calls waited before 
abandoning during the current period. The calculation is:
AVG TALK/HOLD — The average talk time for ACD c alls completed b y this VDN 
during the current period. This does not include ring time, but it does include any 
time the caller spent on Hold. The calculation is:
CONN CALLS — The number of calls that were routed to a station (agent or 
non-ACD), attendant, or announcement, and were answered there.
FLOW OUT — The number of calls that were routed to another VDN or to a trunk, 
including successful look-ahead attempts.
CALLS BUSY/DISC — The number of calls that encountered a busy or 
disconnect step (and the announcement end s).
% IN SERV LEVL — The percent of calls offered that completed and were 
answered within the acceptable service level defined on the VDN form. The 
calculation is:
Offered is defined as:
acdcalls + flowout calls + abandoned + connect + busy/disc
AVG SPEED ANS=
Total ACD Calls+Total CONNect CALLS Total Answer Time
_ _____________________________________
AVG ABAND TIME=
Total Calls AbandonedTotal Abandon Time
_ ___________________
AVG  TALK / HOLD=
ACD Calls Total Talk Time
_ ______________
%SERV LEVL=
O ff ered Acceptable *100
_ _______________ 
						

							BCMS VDN Status Report
Issue  4  September 1995
4-17
Acceptable is the number of ACD and  CONNect calls that were answered  within 
the administered service level. This field is b lank if no calls were recorded for this 
time interval. This field is also blank if no 
Acceptable Service Level has been 
administered on the VDN form.
Displaying the BCMS VDN Status Report
BCMS allows you to generate a BCMS VDN Status Report on all the BCMS VDNs 
or selected BCMS VDNs. To generate a report on all the BCMS VDNs, enter the 
monitor bcms vdn command. The report produced by this command presents 
information on all BCMS VDNs that had agents staffed when you entered the 
command. You may include up to 30 VDNs at a time. To generate a report on 
selected BCMS VDNs, you must include the VDN number(s) or VDN ranges at 
the end of the command. For example, if you wanted to generate a BCMS 
System Status Report on VDN 8250, you would enter: monitor bcms vdn 
8250. If you wanted to generate a BCMS System Status Report on VDNs 8251, 
8252, 8253, 8254, and 8255, you would enter: monitor bcms vdn 
8251-8255. BCMS also allows you to specify a range of VDNs and individual 
VDNs in a command. For example, if you have eight VDNs (numbered 51 
through 58) and wanted to generate a BCMS VDN Status Report on these eight 
VDNs, you would enter the following command: monitor bcms vdn 51-58.
To dis play the BCMS VDN Status Report, perform the following step s:
1. Enter monitor bcms system and p ress 
RE TUR N.
— The BCMS VDN Status Report appears on your screen.
2. 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.
3. If you want to immediately upd ate the report data, press 
UPDATE.
4. To exit the BCMS VDN Status report, press 
CANCEL.
— The enter command: prompt appears.
Printing the BCMS VDN Status Report
To print the BCMS VDN Status report, enter monitor bcms vdn print and 
press 
RETUR N.
— The report is immediately printed on the printer attached to your terminal, 
and the system displays the enter command: prompt. 
						

							BCMS Report Generation
4-18Issue  4  September 1995 
Historical Reports
BCMS provides eight historical reports. These reports give you information for an 
interval of time. You can print the reports for a period time measured in minutes 
or hours, or a period of time measured in days. The BCMS historical reports are:
nAgent Report
nAgent Summary Report
nSplit and Skill Report
nSplit and Skill Summary Report
nTrunk Group Report
nTrunk Group Summary Report
nVDN Report
nVDN Summary Report
You are able to p rint the historical reports using the list commands, which are 
discussed below.
List Commands
The list commands are used to display historical information for agents, splits, 
system, trunk groups, and  VDNs. There are eight secondary list commands:
nbcms agent
nbcms summary agent
nbcms split
nbcms summary split
nbcms trunk
nbcms summary trunk
nbcms vdn
nbcms summary vdn
With these command s, you can specify:
nWhether you want the data in the reports to be displayed in 
hourly/half-hourly or daily intervals
nThe times or days for which you wish to see data
nThe system to immediately display the report on your terminal
nThe system to print the report. If you include print at the end of the 
command, the system will immediately print the report to a slaved printer. 
If you include schedule at the end of the command, the system will allow  
						

							BCMS Agent Report
Issue  4  September 1995
4-19
you to sc hedule the report to print to the system printer immediately 
(immediate), at a later time (deferred), or routinely at sp ecified times 
(scheduled).
NOTE:
Time interval data may be collected in half-hour or one-hour increments. 
(To select the desired increment, ac c ess the Feature-Related System 
Parameters screen and enter half-hour or hour in the Measurement 
Interval: field. Consult Chapter 6, Use of BCMS Reports for ACD Planning 
for more information.) The switch stores time interval data in a time 
database which holds a maximum of 25 intervals. Data for the 26th interval 
overwrites the first interval in the time database (and so on). Therefore, if 
the half-hour option is selected, care should be exercised to ensure that 
time interval reports are run while the data for the desired interval is still 
available in the time database. For example, if you select the half-hour 
option, print the report twice daily to ensure that you do not lose 
information.
BCMS Agent Report
The BCMS Agent Report provides traffic information for the specified agent. 
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 time interval. To get information on the current time interval, 
you must use a monitor bcms command. Screen 4-4 shows the BCMS Agent 
Report — Hourly, and Screen 4-5 shows the BCMS Agent Report — Daily.
NOTE:
BCMS can track agents based on their phone numbers, or based on login 
IDs. If BCMS/VuStats Login IDs is optioned, BCMS tracks login IDs.
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. 
						

							BCMS Report Generation
4-20Issue  4  September 1995 
Screen 4-4. BCMS Agent Report — Hourly
NOTE:
4222 could be a login ID or an extension, depending on whether 
BCMS/VuStats Login IDs is administered.
Screen 4-5. BCMS Agent Report — Daily
NOTE:
4222 could be a login ID or an extension.
 
 list bcms agent 4222 8:00
BCMS AGENT REPORT
Switch Name: Lab Model  Date: 11:05 am MON MAY 15, 1995
Agent: 4222
Agent Name: s-jones
AVG    TOTAL   TOTAL   TOTAL        AVG   TOTAL    TOTAL
ACD     TALK   AFTER   AVAIL   AUX/  EXTN   EXTN  TIME     HOLD
TIME CALLS   TIME   CALL    TIME    OTHER CALLS  TIME  STAFFED  TIME
8:00- 9:00    10 1:15    7:30   25:00   10:40 1 4:00 60:00 :20
9:00-10:00 18 1:40   18:00    4:20     :00 2 3:20 60:00 1:00
10:00-11:00 10 1:20    8:20   16:10     :00 0 :00 38:00 :10
----------- ----- ------ ------- ------- ------- ----- ----- -------- ------
SUMMARY 38 1:28   33:50   45:30   10:40 3 3:33 158:00 1:30
 
 list bcms agent 4222 day 5/17
BCMS AGENT REPORT
Switch Name: Lab Model  Date: 11:05 am MON MAY 15, 1995
Agent: 4222
Agent Name: s-jones
AVG    TOTAL   TOTAL   TOTAL        AVG   TOTAL    TOTAL
ACD     TALK   AFTER   AVAIL   AUX/  EXTN   EXTN  TIME     HOLD
DAY CALLS   TIME   CALL    TIME    OTHER CALLS  TIME  STAFFED  TIME
 5/14/95  200 1:30  100:00   35:00   80:00 10 2:00 540:00 5:00
 5/13/95 38 1:28   34:12   45:30   10:40 3 3:33 158:00 1:30
----------- ----- ------ ------- ------- ------- ----- ----- -------- ------
SUMMARY 238 1:30  134:12   80:30   90:40 13 2:22 698:00 6:30 
						

							BCMS Agent Report
Issue  4  September 1995
4-21
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 11 time intervals, this report is 
displayed on multiple pages. A daily summary report is displayed on the last 
page of the report.
AGENT NAME — The name of the agent. If no name is administered, the agent’s 
extension is displayed in the form 
EXT 65432.
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 time 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).
ACD CALLS — The number of ACD calls answered by this agent for all splits 
during the reporting interval. This value includes calls that flowed in from other 
sp lits and Direct Agent calls.
AVG TALK TIME — The average duration of ACD calls for all splits the agent 
was logged into. This value includ es time spent talking but does not include the 
amount of time the agent was holding an ACD call or ring time at the agent’s 
voice terminal. The calculation is:
TOTAL AFTER CALL — The total amount of time that the agent spent in 
call-related or non-call-related ACW work states for all splits during the reporting 
interval. This does not include time spent on direct incoming or outgoing calls 
while in ACW. If an agent entered ACW in one interval, but ended ACW in 
another interval, the appropriate amount of ACW time is  credited to each of the 
intervals.
TOTAL AVAIL TIME — The sum of the time that the agent was available to 
receive ACD calls during the current interval. During this time, the agent:
nWas in Auto-In or Manual-In work modes for at least one split
nWas not in ACW in any split
AVG TALK TIME=
Total Number o f  ACD Calls AnsweredTotal ACD Talk Time
_ _________________________________ 
						

							BCMS Report Generation
4-22Issue  4  September 1995 
nWas not on any call or placing any call (unless MCH is active)
nDid not have ringing calls
TOTAL AUX/OTHER — The sum of the time that the agent has the AUX button 
pressed and is not doing anything else for any of the other sp lits (that is, the sum 
of the time that the agent is in AUX work mode for all sp lits). This value does not 
include time the agent spent on an EXTN call or in Manual-In, Auto-In, or ACW 
mode for another sp lit. Note that if the agent was in Other for all logged-in splits 
that time is reflected here. For example, ringing calls can cause several seconds 
of AUX time to accrue.
For the agent report, any non-ACD call time is totaled in the AVG EXTN TIME 
column.  Two points of contrast are:
1. The measurement TOTAL AUX/OTHER is time-interval based, rather than 
being call related. For example, assuming that the previously identified 
stipulations are met, then if the agent is in AUX from 9:55 to 10:05, five 
minutes is pegged in the 9:00 to 10:00 time interval and five minutes is 
pegged in the 10:00 to 11:00 time interval.
2. The measurement AVG EXTN TIME is call related. For example, if an agent 
is on a non-ACD call from 9:55 to 10:05, the call and ten minutes of EXTN 
time is peg ged in the 10:00 to 11:00 time interval.
Because the agent report includes some call-related items, the sum of all 
items for a given hour may not exactly equal 60 minutes.
EXTN CALLS — The total number of non-ACD incoming and outgoing calls for 
this agent during the reporting interval. Only those non-ACD calls that are 
originated and/or received while the agent is logged into at least one split are 
counted.
AVG EXTN TIME — The average amount of time that the agent spent on 
non-ACD calls while logged into at least one split during the reporting interval. 
This average does not include time when the agent was holding the EXTN call. 
The calc ulation is:
TOTAL TIME STAFFED — The total time that the agent spent logged into at 
least one split during the reporting interval. Staff time is c locked  for an agent who 
is in multiple splits as long as the agent is logged into any split. Concurrent times 
for each split are not totaled.
TOTAL HOLD TIME — The total time that the agent placed ACD calls on hold. 
This time is the 
c aller’s hold time and is independent of the state of the agent. 
TOTAL HOLD TIME does not include the hold time for non-ACD calls.
SUMMARY — The total of each of the columns that do not contain averages.
AVG EXTN TIME=
Total Number o f  Ext CallsTotal Ext Time
_ _______________________ 
						

							BCMS Agent Report
Issue  4  September 1995
4-23
Columns that do contain averages are the total time divided by the number of 
calls.
Displaying the BCMS Agent 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 agent ext time xx:xx xx:xx (where ext is a 
valid agent 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 
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 Agent Report appears on your sc reen.
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 agent ## day xx/xx xx/xx (where ## is a valid  
agent extension or login ID measured by BCMS). The first specified day is 
referred to as the start d ay, 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 
interval (hour or half-hour).
2. Press 
RETUR N.
— The BCMS Agent Report appears on your sc reen.
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. 
						

							BCMS Report Generation
4-24Issue  4  September 1995 
Printing the BCMS Agent Report
BCMS allows you to collect data in either hourly or half-hourly intervals and daily 
intervals and to 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 agent ## time xx:xx xx:xx print (where ## is 
a valid agent extension or login ID 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 Agent 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 agent ## day xx/xx xx/xx print (where ## is a 
valid agent extension or login ID 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, the report displays data accrued for 
the p revious six days and data accrued through the most recently 
completed interval (hour or half-hour).
2. Press 
RETUR N.
— The BCMS Agent Report prints on the printer attached to your 
terminal. 
						

							BCMS Agent Report
Issue  4  September 1995
4-25
Scheduling the BCMS Agent 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 agent ## time xx:xx xx:xx schedule (where 
## is a valid agent extension or login ID 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 4-6. Report Scheduler Form
 
 list bcms agent ## 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 agent ## time xx:xx xx:xx
 
     Print Interval: immediate