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

							BCMS Report Generation
4-46Issue  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 Report Scheduler form ap pears on your screen. The cursor is 
located in the Print Interval: field.
Screen 4-18. Report Scheduler Form
If you do not have a printer directly connected to your terminal, you can 
immediately print the report to the system printer by p ressing 
EN TER.
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 split ## 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 split ## time xx:xx xx:xx
 
     Print Interval: immediate 
						

							BCMS Split Report
Issue  4  September 1995
4-47
Screen 4-19. 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 split ## day xx/xx xx/xx schedule (where ## 
is an administered split measured by BCMS). If the split is only one digit 
(for example, split 5), just enter the single digit. 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 days plus data accrued through the most recently c ompleted 
interval (hour or half-hour).
2. Press 
RETUR N.
— The Report Scheduler form ap pears on your sc reen. The cursor is 
located in the Print Interval: field.
 
 list bcms split ## 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 split ## time xx:xx xx:xx
 
     Print Interval: scheduled
 
     Print Time: xx:xx
 
 
          Sun: n   Mon: n   Tue: n   Wed: n   Thu: n   Fri: n   Sat: n
  
						

							BCMS Report Generation
4-48Issue  4  September 1995 
Screen 4-20. Report Scheduler Form
If you do not have a printer directly connected to your terminal, you can 
immediately print the report to the system printer by p ressing 
EN TER.
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 4-21. 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.
 
            Page 1
REPORT SCHEDULER
                                                  Date: 11:00 pm MON APR 23, 1990
 
 
     Job Id: 1                         Job Status: none
 
     Command: list bcms split ## day xx/xx xx/xx schedule
 
     Print Interval: immediate
 
 list bcms split ## 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 split
 
     Print Interval: scheduled
 
     Print Time: xx:xx
 
 
          Sun: n   Mon: n   Tue: n   Wed: n   Thu: n   Fri: n   Sat: n
  
						

							BCMS Split Summary Rep ort
Issue  4  September 1995
4-49
— The report has been scheduled, and the system presents the enter 
command: prompt.
BCMS Split Summary Report
NOTE:
This report replaces (and enhances) the BCMS System Report. Customers 
with upgrades from previous DEFINITY releases running BCMS will see that 
their scheduled list bcms system command is changed automatically to 
the list bcms summary split command to get this new report.
The BCMS Split Summary Report provides traffic measurement information for a 
specified group of BCMS splits. Depending on specifics from the command line, 
the information may be displayed as either a time interval or daily summary. If 
neither 
time nor day is specified, time is the default. In this case, the report 
displays data accrued for the previous 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 
4-22 shows the BCMS Split or Skill Summary Report — Hourly Summary, and 
Screen 4-23 shows the BCMS Split or Skill Summary Report — Daily Summary.
This report is similar to the Sp lit Report except that this report provides one line of 
data for each split, and that includes all data for the specified times. A split does 
not appear on the report if there is no data for that split. If you specify more than 
one time period, and data exists for one or more, but not all, of the specified 
times, the system uses the available data to calculate and display the one-line 
summary; the system does not identify which agents are not included in the 
calculations.
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 most recent time interval is the default. A stop time 
requires an associated start time. If no stop time is given, then only the last 
interval of data will be used to calculate the one-line display for each sp lit. If you 
sp ecify 
day in the command and do not include a start day or stop day, the 
report displays data for the current day accrued through the most recently 
completed interval (hour or half-hour).
NOTE:
When analyzing this report, keep the following things in mind:
nAll averages are for completed calls only.
nAsterisks indic ate that the maximum for the associated field has been 
exceeded. 
						

							BCMS Report Generation
4-50Issue  4  September 1995 
Screen 4-22. BCMS Split or Skill Summary Report — Hourly Summary
Screen 4-23. BCMS Split or Skill Summary Report — Daily SummarySPLIT   is displayed as SKILL when EAS is optioned.
SPLIT   is displayed as SKILL when EAS is optioned.
 list bcms summary split 3 15 time 9:00-16:00
BCMS SPLIT SUMMARY REPORT
Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995
Time: 9:00-16:00
AVG          AVG AVG    TOTAL             TOTAL       % IN
ACD   SPEED ABAND  ABAND TALK   AFTER  FLOW FLOW  AUX/  AVG   SERV
SPLIT NAME CALLS ANS   CALLS  TIME TIME   CALL   IN   OUT   OTHER STAFF LEVL
Sales 32 :25 4 :32 5:15 16:00 3 5 3:30 4.0 75
 Service 8 :07 1 :03 3:20 :00 0 0 9:30 2.2 83*
--------    ----- -----  ----  ----- ----- ------- ---- ---- ------- ----- ---
SUMMARY 40 :21 5 :26 4:52 16:00 3 5 13:00 3.1 76
 
 list bcms summary split 5 3 day
BCMS SPLIT SUMMARY REPORT
Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995
Day: 5/15/95
AVG          AVG AVG    TOTAL             TOTAL       % IN
ACD   SPEED ABAND  ABAND TALK   AFTER  FLOW FLOW  AUX/  AVG   SERV
SPLIT NAME CALLS ANS   CALLS  TIME TIME   CALL   IN   OUT   OTHER STAFF LEVL
Sales 32 :25 4 :32 5:15 16:00 3 5 3:30 4.0 75
 Service 8 :07 1 :03 3:20 :00 0 0 9:30 2.2 83*
--------    ----- -----  ----  ----- ----- ------- ---- ---- ------- ----- ---
SUMMARY 40 :21 5 :26 4:52 16:00 3 5 13:00 3.1 76 
						

							BCMS Split Summary Rep ort
Issue  4  September 1995
4-51
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).
SPLIT NAME — Displays the name that is administered for this split number. If 
no name exists, the split extension (for example, EXT 65432) is disp layed.
ACD CALLS — The number of ACD  calls completed for this split during the 
current interval. This number also in cludes calls that flowed in from other splits 
and Direct Agent calls.
AVG SPEED ANS — The average amount of time ACD calls (split and Direct 
Agent) spent in queue and ringing at an agent’s station before being answered 
during the reporting interval. Calls that flowed in do not have queue time from the 
p revious split included in this average. This calculation is:
NOTE:
Keep the following things in mind:
nThis value does not include time listening to a forc ed first 
announcement.
nAsterisks indic ate that the maximum for the associated field has 
been exceeded.
ABAND CALLS — The total number of ACD calls that have hung up while 
waiting to be answered during this time interval. This value includes those calls 
AVG SPEED ANS=
Total Number o f  ACD Calls Answered Sum o f  Each Completed Call¢s Time In Queue+Time Ringing at the Agent¢s Extension
_ _____________________________________________________________________________ 
						

							BCMS Report Generation
4-52Issue  4  September 1995 
that have abandoned while in queue or while ringing. Calls that are not queued  
(b ecause the queue is full, the caller receives a forced first announcement and  
abandons during the announcement, or no agents are staffed) are not counted 
as abandoned. Also, calls that abandon while on hold are not counted as 
abandoned.
AVG ABAND TIME — The average time before an ACD call abandons. This 
value does not include any time spent in another sp lit’s q ueue b efore flowing into 
this split. The calculation is:
NOTE:
This value does not include time listening to a forced first announcement or 
c alls that 
abandon while listening to a forc ed first announcement.
AVG TALK TIME — The average duration of ACD calls (split and direct agent) 
for each split. This includes time spent talking. The calculation does not include 
ring time at an agent’s voice terminal or time sp ent on hold. The calculation is:
TOTAL AFTER CALL — The amount of time that the agents in this split spent in 
call-related or noncall-related ACW mode during the reporting  interval. This value 
includes time spent on direct incoming or outgoing calls while in ACW. If an 
agent entered ACW in one interval, but left ACW in another interval, each interval 
is credited with ACW time.
FLOW IN — The total number of c alls that this split received as a c overage point 
(intraflowed) from another BCMS-measured sp lit, or are call forwar ded 
(interflowed) to this split during the reporting interval. This total does not include 
calls that are interflowed from a remote switch by means of the Look Ahead 
Interflow feature. FLOW INs are recorded as they occur.
FLOW OUT — The total number of calls queued to this split that were:
nSuccessfully sent to the split’s  coverage point after queuing for the 
specified 
d on’t answer interval. (This does not include calls that went to 
coverage based on any other criterion.)
nForwarded-out via call forwarding
nAnswered via the Call Pickup feature
nForwarded-out via Look Ahead Interflow
nForwarded-out via a route to station extension vector step
nFirst queued to this split and answered by the second or third split queued 
to
AVG ABAND TIME=
Total Number o f  Abandoned CallsTotal Abandon Time
_ ______________________________
AVG TALK TIME=
Total Number o f  ACD CallsTotal ACD Talk Time
_________________________ 
						

							BCMS Split Summary Rep ort
Issue  4  September 1995
4-53
nWere redirected back to this split or its coverage path due to Redirect On 
No Answer timing.
FLOW OUTs are recorded when a call ends.
NOTE:
In a vectoring environment, inflows and outflows become a bit more 
complicated. Consider the following scenarios:
nIf a multiple queued c all is answered in a nonprimary split (that is, a 
second or third split), an outflow is recor ded to the statistics for the 
first split, and an inflow and an answer are recorded to the statistic s 
for the answering  s plit. For example, sup pose there are three splits 
numbered 1 through 3. A call comes in for s plit 1, but all agents are 
busy on this split. The call then goes into queue for splits 2 and 3. 
An agent on split 3 answers the call. In this example, an outflow is 
recorded to the statistics for split 1, and an inflow and an answer 
are recorded to the statistics for split 3. The statistic s for split 2 are 
unaffected because the call was not answered in this split. This 
sc enario is shown in the following table.
If the c all is answered in the primary split, no inflows or outflows are 
recorded to the statistics for any split. Splits 2 and 3 record the call 
as not recorded.
nIf a call is queued on three sp lits (for example, sp lits 1, 2, and 3, 
with split 1 being the primary split), then encounters a route-to 
command that sends the call to another VDN, that queues to 
different splits (for example, sp lits 4 and 5), an outflow is recorded 
to the statistics for split 1. If the call is answered in split 4, an 
answer is recorded to the statistics for sp lit 4. However, no inflow is 
recorded to the statistics for split 4. This sc enario is shown in the 
following table.Call Answered by Nonprimary Split
Split Pegging
Split 1 Split 2 Split 3
BCMS outflow dequeued inflow answer
Call Answered by Primary Split after a Route to VDN
Split Pegging
Split 1 Split 2 Split 3 Split 4 Split 5
BCMS outflowdequeued dequeued answerdequeued 
						

							BCMS Report Generation
4-54Issue  4  September 1995 
If the call is answered on split 5, an outflow is recorded for the 
statistics to split 4, and both an inflow and an answer are recorded 
to the statistics for split 5. This scenario is shown in the following 
table.
Similarly, if a multiple queued call routes to another sp lit, an outflow 
is record ed to the statistics for the p rimary split, but no inflow is 
recorded to the statistics for the routed-to split.
TOTAL AUX/OTHER — The total time that logg ed -in agents in this sp lit were 
unavailable to receive calls during the reporting interval. This value includes time 
sp ent on non-ACD c alls while in AUX for this split. This value does not include the 
time agents spent on another sp lit’s calls or in ACW for another split.
A split totals AUX/OTHER TIME whenever any agent logs into the sp lit and:
nReceives a EXTN call while in AUX or AVAIL state
nMakes a EXTN call while in AUX or AVAIL state
nHits his/her AUX button
nOther
Furthermore, the sp lit report measurement AUX TIME is time-interval based, 
since it is not directly related to a call. For example, if an agent is in AUX for any 
of the previously identified reasons from 9:55 to 10:05, then 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.
If you perform these calculations for each agent within a split and total them — 
the calculated number should generally be the same as displayed on the split 
report. However, because of differences in how the agent and split reports 
handle EXTN calls you may (occasionally) see different numbers between the 
two reports.
AVG STAFF — The average number of agents who were logged into this split 
(staffed) during the reporting interval.Call Answered by Non-Primary Split after a Route to VDN
Split Pegging
Split 1 Split 2 Split 3 Split 4 Split 5
BCMS outflowdequeued dequeued outflow inflow answer
AVG STAFF=
Time Interval Total Sta ff  Time
_ ______________ 
						

							BCMS Split Summary Rep ort
Issue  4  September 1995
4-55
% IN SERV LEVL — The percentage of calls answered within the administered 
service level.
where
accepted is calls answered whose queue time was less than or equal to the 
administered service level for the split
dequeued is a call that encountered the split’s queue, but that was NOT 
answered, abandoned, or outflowed.  This occurs with multiple split queuing.
SUMMARY — For those columns that specify averages, the summary is an 
average for the entire reporting interval. For the ACD CALLS, ABAND CALLS, 
TOTAL AFTER  C ALL, FLOW IN, FLOW OUT, AUX TIME, and TOTAL H OLD TIME 
columns, the summary is the sum of individual time intervals or specified days.
Displaying the BCMS Split Summary Report
BCMS allows you to collect data in either hourly or half-hourly intervals and daily 
intervals, and to disp lay 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 split time xx:xx xx:xx. 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 
only the last interval of data will be used to calculate the one-line display 
for each split.
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 Split Summary Report appears on your screen.
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.
%IN SERV LEVL=
ACD calls+abandons+out f lows+dequeued Accepted *100
_ _________________________________________