ATT DEFINITY Communications System Generic 3 Instructions Manual

							VuS tat s
Issue  3   March 1996
3-1235
When the Information Updates, or Vanishes
When activated, any disp lay feature that uses the second line of a two-line 
display, or the first line of a one-line display will overwrite and cancel the VuStats 
feature.
The VuStats display can be cleared by pressing the normal b utton. The VuStats 
button lamp will go d ark, and the display will return to normal mode.
The system administrator defines how long the VuStats  display will remain on the 
terminal, and how frequently the information on the display will update.
VuStats can be administered to display information continuously until the agent 
presses the normal button or another operation overwrites the VuStats display. 
Or, the display can be administered to only appear for an interval of 5, 10, 15, or 
30 seconds and then disap p ear. When this VuStats disp lay interval ends, the 
display automatically returns to normal mode.
Continuous disp lays can be administered to update the displayed VuStats 
statistics every 10, 20, 30, 60 or 120 seconds. Or, statistics can update every 
time an agent changes work mode, every time a BCMS Measurement Interval is 
completed on the hour or half-hour, or not u p date at all.
For detailed information to administer when the information up d ates, and for how 
long it appears, see When the Display Updates in th e V uSt at s section in the 
DEFI NI TY Com munications System Generic 3 Version 4 Implementation, 
555-230-655, or DEFI NI TY Com munications System Generic 3 V2/V3 
Implementation
, 555-230-653.
End User Operation
Information about end user operation of the VuStats feature is also included in 
DEFI NI TY Com munications System Generic 3 Automatic Call Distribution (ACD) 
Agent Instructions, 5
55-230-722, and D EFI NITY  Communications System 
Generic 3 Automatic Call Distribution (ACD) Supervisor Instructions, 
555-230-724. The following sections give some pointers on how agents and 
supervisors will interact with the VuStats feature.
Agent Operation (Agent Object Type)
VuStats display formats created to allow agents to view their own performance 
statistics are created with the agent object type. Therefore, to view statistics the 
agent simply presses the VuStats button on the voice terminal. The d isplay 
shows the statistics for that agent as d efined in the display format assigned to the 
button. The a gent must be logg ed in at the time the VuStats button is pressed if 
EAS or BCMS/VuStats loginIDs are used. When VuStats is active the VuStats 
button lamp stays lit. Or, if a threshold is met, it will flash. The statistics will 
update based on the administered update interval. 
						

							Feature Descriptions
3-1236Issue  3   March 1996 
On a two-line DCP display, VuStats  statistics ap pear on the second line. Any 
information currently on the second line of the disp lay is overwritten by VuStats. 
On a one-line display or BRI terminal, VuStats statistics overwrite the entire 
display line. To return to incoming call information, the agent presses the normal 
button.
If the display format links to another display, the agent can press the next button 
to see a d ditional information.
If the VuStats button is pressed at a terminal where an agent is not logg e d in 
when EAS or BCMS/VuStats loginIDs are in use, the button lamp flashes at a 
broken flutter indicating access to the feature is denied. An error message on the 
display indicates that the agent must log in.
If the b utton lamp flashes at a broken flutter for two seconds and no error 
message is displayed, it indicates that the maximum number of users are already 
displaying VuStats.
If the disp lay shows asterisks instead of data, it indicates that the value of the 
data was too large to fit in the number of digits allocated in the display format.
Supervisor Operation (Agent-extension, split,
VDN, or Trunk Group Object Type)
When a su pervisor or other user accesses VuStats statistics for an 
agent-extension, split, VDN, or trunk group, one of two conditions can exist.
1. The VuStats button can be administered with an ID indicating the sp ecific 
agent, split, VDN, or trunk group the information d esc ribes.
2. The user enters, on the dial pad, the ID or extension for any agent, split, 
VDN, or trunk group they want to monitor.
Administered ID
If the ID is administered for the b utton, the supervisor simply presses the VuStats 
button on the voice terminal. The display shows the statistics for that agent, split, 
VDN, or trunk group as defined in the display format and ID assigned to the 
button.
When VuStats is a ctive, the VuStats b utton lamp stays lit. Or, if a threshold is met, 
it will flash. The statistics update based on the administered update interval.
On a two-line DCP display, VuStats  statistics ap pear on the second line. Any 
information currently on the second line of the disp lay is overwritten by VuStats. 
On a one-line display or BRI terminal, VuStats statistics overwrite the entire 
display line. The normal button cancels VuStats.
If the disp lay format links to another display, the supervisor can press the next 
button to see ad d itional information. 
						

							VuS tat s
Issue  3   March 1996
3-1237
If the VuStats button is a dministered for an invalid agent, split, VDN, or trunk 
group, the button lamp flashes at a broken flutter indicating access to the feature 
is denied. An error message on the display indicates invalid administration. This 
should be reported to the system a dministrator.
If the b utton lamp flashes at a broken flutter for two seconds and no error 
message is displayed, it indicates that the maximum number of users are already 
displaying VuStats.
If the disp lay shows asterisks instead of data, it indicates that the value of the 
data was too large to fit in the number of  digits allocated in the display format.
ID Not Administered
If the ID is not administered, the user first presses the VuStats button. The button 
lamp lights and the user receives dial tone. The user enters the agent extension 
or login ID, split number, VDN extension, or trunk group number followed by the 
pound sign. If a valid ID or extension is entered,  confirmation tone is returned 
and the VuStats statistics appear on the d isplay.
When VuStats is active the VuStats button lamp stays lit. Or, if a threshold is met, 
it will flash. The statistics update based on the administered update interval.
On a two-line DCP display, VuStats  statistics ap pear on the second line. Any 
information currently on the second line of the disp lay is overwritten by VuStats. 
On a one-line display or BRI terminal, VuStats statistics overwrite the entire 
display line. The normal button cancels VuStats.
If the disp lay format links to another display, the supervisor can press the next 
button to see additional information.
If the user enters an invalid agent extension or login ID, split number, VDN 
extension, or trunk group number, the button lamp flashes at a broken flutter 
indicating access to the feature is denied. An error message on the display 
indicates an invalid entry.
If the b utton lamp flashes at a broken flutter for two seconds and no error 
message is displayed, it indicates that the maximum number of users are already 
displaying VuStats.
If the disp lay shows asterisks instead of data, it indicates that the value of the 
data was too large to fit in the number of  digits allocated in the display format. 
						

							Feature Descriptions
3-1238Issue  3   March 1996 
Error Messages
The following error messages may display on the voice terminal when VuStats is 
being used.
Table 3-86. VuStats Display Error Messages
Error Message Condition
FORMAT [xx] NOT DEFINED where 
xx is the format number assigned to 
the button.The VuStats button is pressed but the 
display format assigned to the button 
is not defined . (The “ Format 
Description”  field on the “ Disp lay 
Format”  form is blank.)
FORMAT [xx] DOES NOT ALLOW OR 
REQUIRE ID where xx is the format 
number assigned to the button.The VuStats button is pressed, agent 
is the object type of the format, and 
the ID associated with the button is 
defined (administered on the 
“Station”  or “Attendant”  form).
AGENT NOT LOGGED IN The VuStats button is pressed, agent 
is the object type of the format and no 
agent is lo g ged in on the station set.
[object type] [xxxx] NOT 
ADMINISTERED where object typ e is 
AGENT, SPLIT/SKILL, TRUNK 
GROUP, or VDN and xxxx is the ID 
assigned to the button or entered by 
the user.The VuStats button is pressed, and 
the ID or extension assigned to the 
button or entered by the user has not 
been administered (does not exist in 
the system).
[object type] [xxxx] NOT MEASURED 
where object typ e is AGENT, 
SPLIT/SKILL, TRUNK  GROUP,  or 
VDN and xxxx is the ID assigned to 
the button or entered by the user.The VuStats button is pressed, and 
the ID or extension assigned to the 
button or entered by the user is not 
measured (is not administered as 
measured on the appropriate “Hunt 
Group” , “ VDN” , or “Trunk Group”  
form). 
						

							VuS tat s
Issue  3   March 1996
3-1239
Call Center Example
Because of its flexibility VuStats can be used in a variety of ways, meeting the 
requirements of multiple users with different a p plications. This call center 
example is just one representative sample of a VuStats a p plication.
The following illustration shows the structure of a sample call center.
Figure 3-32. Sample Call Center
In the call center pictured above, the following conditions are true:
nIf the split queue is full, calls to split 1 will route-to split 2 or to split 3 and 
visa versa. (All agents in these sp lits are trained to handle all three types of 
calls.)
nAgents in split 4 do not receive calls from other splits.
nTwo VDNs route-to sp lit 1. One of these VDNs, named elite, is for high 
volume sales customers.
nAgent 12 is used as a backup for split 1. Under certain conditions, the 
agent goes into AUX work mode on split 4 and logs into split 1. 
						

							Feature Descriptions
3-1240Issue  3   March 1996 
The following sections d esc ribe the VuStats display requirements for each group, 
agent 12, and the three sp lit supervisors.
Split 1
Split 1 has the objective of processing 40 sales calls per hour. To evaluate their 
success towards reaching this goal, agents might want to know:
nThe objective.
nThe rate at which they have b een answering calls.
nThe rate at which all members of the split have b een answering calls.
nHow their average time spent talking on each ACD call compares to the 
average for other agents on the split.
Agents also would like to be alerted when the call rate for the sp lit drops to 20 or 
fewer calls. The display will be administered to cause the VuStats button to flash 
if the rate drops this low.
Agents in this company also decide independently when to g o into AUX work 
mode to take breaks or complete work not directly relate d to calls, such as 
copying or filing. To choose a good time to enter AUX work mo de, the agent 
might want to know:
nThe number of agents staffed.
nThe number of agents available.
nThe number of agents in AUX work mo de.
nThe number of calls waiting.
nThe percent of calls within the acceptable service level.
Each agent in split 1 will require only 1 VuStats button. Three formats will be 
required to present the information requested. 
						

							VuS tat s
Issue  3   March 1996
3-1241
Figure 3-33. Split 1 Displays
For mat 1
OBJ = 40 MYRATE = 36 SPLITRATE = 42
For mat 2
SPLITTALK = 4:25 MYTALK = 4:00
For mat 3
STAFF=6 AV=0 AUX=1 WAIT=4 %SER=87 (The split objective is 40 calls per hour. The agent is handling calls at a rate of
36 per hour. The split is handling calls at a rate of 42 per hour.)
NEXT
NEXT
(The average talk time per call for the split is 4:25, the average talk time per call
for this agent is 4:00.)
(For the split: agents staffed equals 6; agents available equals 0; agents in AUX
work mode equals 1; calls waiting in queue equals 4; and percent of calls answered
within the acceptable service level equals 87%.) 
						

							Feature Descriptions
3-1242Issue  3   March 1996 
Splits 2 and 3
Agents in splits 2 and 3 have not d efined objectives for their splits. However, 
agents still want to review b asic performance statistics including:
nThe total ACD calls the agent has answered during the day.
nThe average speed of answer during the day for each sp lit the agent is 
logged into.
The a gents also want to be a ble to view statistics to determine when to enter AUX 
mode. In this example a separate display is set up for each split.
Each agent will require only 1 VuStats button. Three formats will be required to 
present the information requested. 
						

							VuS tat s
Issue  3   March 1996
3-1243
Figure 3-34. Splits 2 and 3 Displays
For ma t 4
NEXT
NEXT
For ma t 5
S=2 STAFF=4 AV=0 AUX=0 WAIT=6 %SER=90
(In split 2 agents staffed equals 4; agents available equals 0; agents in AUX
work mode equals 0; calls waiting in queue equals 6; and percent of calls
answered within the acceptable service level equals 90%.)
For ma t 6
S = 3 STAFF = 4 AV = 0 AUX = 0 WAIT = 8 %SER = 87
(In split 3 agents staffed equals 4; agents available equals 0; agents in AUX
work mode equals 0; calls waiting in queue equals 8; and percent of calls
answered within the acceptable service level equals 87%.)
ACD = 30 ASA 2 = 1:02 ASA 3 = 0:53
(The number of ACD calls answered by this agent during the day is 30; the
average speed of answer for split 2 is 1:02 minutes, and the average speed
of answer for split 3 is 53 seconds.) 
						

							Feature Descriptions
3-1244Issue  3   March 1996 
Split 4
Split 4 has the objective of maintaining 95 percent of calls answered within the 
acceptable service level. To meet this o bjective agents need to know: 
nThe objective.
nThe current percent of calls within the acceptable service level.
nThe number of seconds within which calls must be answered to be 
acceptable.
nThe current average sp eed of answer for the split.
Agents also would like to be alerted when the percent within service level drops 
below 90 percent. The d isplay will be administered to cause the VuStats button 
to flash if the percent drops this low.
The a gents also want to be a ble to view statistics to determine when to enter AUX 
mode.
Each a gent in s plit 4 will require 1 VuStats b utton. Two formats will b e required to 
present the information requested.