ATT DEFINITY Communications System Generic 3 Instructions Manual

							Basic Call Management System (BCMS)
Issue  3   March 1996
3-237
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 and the 
total numb er of pages in the report, the title of the report, and the time and date 
the report was generate d. If more than 14 splits are b eing measured by BCMS, 
the remaining splits are displayed on multiple pages.
SPLIT NAME 
— The name of the split (for example, sales, service, or help line). 
If no name exists, the split extension (for example, EXT 12345) is displayed.
CALLS WAIT 
— The number of calls in the split’s queue that are currently 
waiting to b e answered and calls ringing at an agent’s phone. If any of the calls in 
the queue are Direct Agent calls, an asterisk a p pears before this field. Consult 
the Glossary for a d esc ription 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 q ueue and time ringing 
at the agent’s voice 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 sp lits in this calculation. Also, the AVG SPEED ANS 
does not include time spent listening to a forced first 
announcement.
nA comp leted 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. & Split name is not administered 
— default is EXT xxxx, where xxxx is 
the extension administered for the sp lit.
‘‘SPLIT’’ is displayed as ‘‘SKILL’’ when EAS is optioned.
AVG SPEED ANS=
The Total Number o f  ACD Calls Answered Sum o f  Each Completed Call¢s Time In Queue+Time Ringing
_ ________________________________________________________ 
						

							Feature Descriptions
3-238Issue  3   March 1996 
nAsterisks indicate that the maximum for the associated field has 
been exceeded.
AVAIL AGENT 
— The numb er 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 forced first announcement and abandons 
during the announcement, or no agents are staffed) are not counted as 
abandoned for the hunt group.
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 d oes not include time spent listening to a forced first 
announcement or calls that ‘‘abandon’’ while listening to a forced first 
announcement.
ACD CALLS 
— The number of ACD calls comp leted during the current interval. 
This number also includes those calls that flow in from other splits.
AVG TALK TIME 
— The average duration of ACD calls for each split. This 
calculation includes the time each agent sp ent 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 b y agents in this split during 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:
AVG ABAND TIME=
Total Number o f  Abandoned CallsTotal Abandon Time
_ ______________________________
AVG TALK TIME=
Total Number o f  ACD Calls AnsweredTotal ACD Talk Time
_ _________________________________ 
						

							Basic Call Management System (BCMS)
Issue  3   March 1996
3-239
NOTE:
The average is for ACW sessions, which may not correspond to the number 
of ACD calls either because some ACD calls did not have ACW time or 
b e cause the call was recorded in another interval.
% IN SERV LEVL 
— The percentage of calls answered with in the administered 
service level for this split.  Calculation is based on the following:
where
accepted is calls answered whose q ueue 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 which was NOT 
answered, abandoned, or outflowed. This occurs with multiple split queuing.
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 specify the extensions of the VDNs 
you want the system to monitor. You can sp ecify the extension in a list or in a 
range format. For example, monitor bcms vdn 12345 12346 
12350-12359.
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
_ _________________________________________ 
						

							Feature Descriptions
3-240Issue  3   March 1996 
Screen 3-10. BCMS Vector Directory Number Status
Report Headers, Abbreviations, and 
Their Definitions
Date — The current date and time (updated every 30 seconds or when the 
u p date 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 ‘‘XXXXX’’ 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 sp lit. The split may have been reached via the queue-to-main, 
check b ackup, route-to, messaging split, or adjunct routing c ommands. Includes 
Direct Agent calls.
AVG SPEED ANS 
— The average  speed of answer for ACD and connect calls 
that have completed for this VDN d uring the current period. This includes the 
time in vector processing, in a split’s queue, and time ringing. The calculation is: * 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 
						

							Basic Call Management System (BCMS)
Issue  3   March 1996
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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 record ed in interval z.
ABAND CALLS 
— The number of calls to this VDN that have a bandoned 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 SPEED ANS=
Total ACD Calls+Total CONNect CALLS Total Answer Time
_ _____________________________________ 
						

							Feature Descriptions
3-242Issue  3   March 1996 
AVG ABAND TIME — The average time abandoned calls waited b efore 
abandoning during the current period. The calculation is:
AVG TALK/HOLD 
— The average talk time for ACD calls c ompleted by 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 route d to a station (agent or 
non-ACD), attendant, or announcement, and were answered there.
FLOW OUT 
— The numb er of calls that were routed to another VDN or to a 
trunk, including successful look-ahead attempts.
CALLS BUSY/DISC 
— The numb er of calls that encountered a b usy or 
disconnect step (and the announcement ends).
% 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:
‘‘Acceptable’’ is the number of ACD and CONNect calls that were answered 
within the a dministered service level. This field  is blank 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.
AVG ABAND TIME=
Total Calls AbandonedTotal Abandon Time
_ ___________________
AVG  TALK / HOLD=
ACD Calls Total Talk Time
_ ______________
%SERV LEVL=
O ff ered Acceptable *100
_ _______________
acdcalls + ¯owout calls + abandoned + connect + busy/disc 
						

							Basic Call Management System (BCMS)
Issue  3   March 1996
3-243
BCMS Historical Reports
BCMS p rovides  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 Re port
nSplit Summary  Report
nTrunk Group Report
nTrunk Group Summary Re port
nVDN Report
nVDN Summary Re port
You are able to print the historical reports using the list commands.
The list commands are used to disp lay 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 commands, 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 imme diately 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 you to schedule the 
report to print to the system printer immediately (immediate), at a later time 
(deferred), or routinely at specified times (scheduled). 
						

							Feature Descriptions
3-244Issue  3   March 1996 
NOTE:
Time interval data may be collected in half-hour or one-hour 
increments. (To select the desired increment, access the 
Feature-Related System Parameters sc reen and enter half-hour 
or hour in the “ Measurement Interval”  field.) 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 exerc ised 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 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 3-11 shows the BCMS Ag ent 
Report 
— Hourly, and Screen 3-12 shows the BCMS Agent Re port — 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 comp leted call may span 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 examp le, 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 indicate that the maximum for the associated field has 
been exceeded. 
						

							Basic Call Management System (BCMS)
Issue  3   March 1996
3-245
Screen 3-11. BCMS Agent Report — Hourly
NOTE:
4222 could be a login ID or an extension, d e pending on whether 
BCMS/VuStats Login IDs is administered.
Screen 3-12. 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 
						

							Feature Descriptions
3-246Issue  3   March 1996 
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 p age 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 
p a ge of the report.
AGENT NAME 
— The name of the agent. If no name is a dministered, the 
agent’s extension is displayed in the form ‘‘EXT 65432.’’
TIME/DAY 
— The time or day interval specified 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 sto p time requires an 
associated start time. If no stop time is given, the last completed time interval 
(hour or half-hour) is the d efault. 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 d ata 
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 sp lits 
during the reporting interval. This value includes calls that flowed in from other 
splits and Direct Ag ent calls.
AVG TALK TIME 
— The average duration of ACD calls for all splits the a gent 
was lo g ged into. This value includes time spent talking but d oes not include the 
amount of time the agent was holding an ACD call or ring time at the a gent’s 
voice terminal. The calculation is:
TOTAL AFTER CALL 
— The total amount of time that the agent sp ent in 
call-related or non-call-related ACW work states for all sp lits during the reporting 
interval. This d oes 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 a gent was available to 
receive ACD calls during the current interval. During this time, the a gent:
nWas in Auto-In or Manual-In work modes for at least one split
AVG TALK TIME=
Total Number o f  ACD Calls AnsweredTotal ACD Talk Time
_ _________________________________