ATT DEFINITY Communications System Generic 3 Instructions Manual

							Basic Call Management System (BCMS)
Issue  3   March 1996
3-247
nWas not in ACW in any split
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 splits (that is, the sum 
of the time that the agent is in AUX work mo de for all splits). This value d oes not 
include time the agent sp ent on an EXTN call or in Manual-In, Auto-In, or ACW 
mode for another split. Note that if the agent was in Other for all lo g ged-in splits 
that time is reflected here. For example, ringing calls can cause several seconds 
of AUX time to accrue.
For the a gent report, any non-ACD call time is totaled in the AVG EXTN TIME 
column.  Two p oints 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 p e gg e d in the 9:00 to 10:00 time interval and five minutes is 
p e gg e d in the 10:00 to 11:00 time interval.
2. The measurement AVG EXTN TI ME  is c a ll related. For examp le, if an agent 
is on a non-ACD call from 9:55 to 10:05, the call and ten minutes of EXTN 
time is p e gg e d 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 calculation is:
TOTAL TIME STAFFED 
— The total time that the agent spent log ged into at 
least one split during the reporting interval. Staff time is clocked for an a gent who 
is in multiple splits as long as the agent is logged into any s plit. Concurrent times 
for each split are not totaled.
AVG EXTN TIME=
Total Number o f  Ext CallsTotal Ext Time
_ _______________________ 
						

							Feature Descriptions
3-248Issue  3   March 1996 
TOTAL HOLD TIME — The total time that the agent placed ACD calls on hold. 
This time is the ‘‘caller’s hold time’’ and is independent of the state of the agent. 
TOTA L HOL D TI M E does not include the hold time for non-ACD calls.
SUMMARY 
— The total of each of the columns that do not contain averages.
Columns that do contain averages are the total time divid e d by the number of 
calls.
BCMS Agent Summary Report
This report is similar to the BCMS Ag ent Report exc ept that this report provides 
one line of  data for each agent. You can specify one or more agents by entering 
agent IDs or extensions. You can not include more than 30 agents in a single 
report. An agent does not appear on the report if there is no data for that a gent. If 
you specify that you want the report to include more than one time period, and 
the d ata exists for one or more, b ut not all of the s pecified times, the system uses 
the available data to calculate and display the one-line summary; the system 
does not identify which times are not included in the calculations.
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.
Screen 3-13. BCMS Agent Summary Report 
— Hourly Summary
NOTE:
4222-4224 in the command line could be a login ID or an extension, 
d e pending on whether BCMS/VuStats Login IDs is administered.
 
 list bcms summary agent 4222-4224 4869 time 8:00-12:00
BCMS AGENT SUMMARY REPORT
Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995
Time: 8:00-12:00
AVG TOTAL TOTAL TOTAL AVG TOTAL TOTAL
ACD     TALK   AFTER   AVAIL   AUX/  EXTN   EXTN  TIME     HOLD
AGENT NAME CALLS   TIME   CALL    TIME    OTHER CALLS  TIME  STAFFED  TIME
 s-jones 10 1:15    7:30   25:00   10:40 1 4:00 60:00 :20
 t-anderson 18 1:40   18:00    4:20     :00 2 3:20 60:00 1:00
 j-jacobsen 10 1:20    8:20   16:10     :00 0 :0 38:00 :10
----------- ----- ------ ------- ------- ------- ----- ----- -------- ------
SUMMARY 38 1:28   33:50   45:30   10:40 3 3:33 158:00 1:30 
						

							Basic Call Management System (BCMS)
Issue  3   March 1996
3-249
Screen 3-14. BCMS Agent Summary Report — Daily Summary
NOTE:
4222-4224 in the command line could be a login ID or an extension, 
d e pending on whether BCMS/VuStats Login IDs is administered.
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 summary time is displayed on the last p a ge of the 
report.
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 most recent time interval is the default. A stop time 
requires an associated start time. If no stop time is given, only the start 
interval/day is used. If no start time or stop time is given, the most current 
interval/day is used. If you specify ‘‘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 comp leted interval (hour or half-hour).
AGENT NAME 
— The name of the agent. If no name is administered, the 
agent’s extension is displayed in the form ‘‘EXT 65432.’’
 
 list bcms sum agent 4222-4223 4869 day 5/14
BCMS AGENT SUMMARY REPORT
Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995
Day: 5/14
AVG    TOTAL   TOTAL   TOTAL        AVG   TOTAL    TOTAL
ACD     TALK   AFTER   AVAIL   AUX/  EXTN   EXTN  TIME     HOLD
AGENT NAME CALLS   TIME   CALL    TIME    OTHER CALLS  TIME  STAFFED  TIME
 s-jones 10 1:15    7:30   25:00   10:40 1 4:00 60:00 :20
 t-anderson 18 1:40   18:00    4:20     :00 2 3:20 60:00 1:00
 j-jacobsen 10 1:20    8:20   16:10     :00 0 :0 38:00 :10
----------- ----- ------ ------- ------- ------- ----- ----- -------- ------
SUMMARY 38 1:28   33:50   45:30   10:40 3 3:33 158:00 1:30 
						

							Feature Descriptions
3-250Issue  3   March 1996 
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
nWas not in ACW in any split
nWas not on any call or placing any call
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 splits (that is, the sum 
of the time that the agent is in AUX work mo de for all splits). This value d oes not 
include time the agent sp ent on an EXTN call or in Manual-In, Auto-In, or ACW 
mode for another split. Note that if the agent was in Other for all lo g ged-in splits 
that time is reflected here. For example, ringing calls can cause several seconds 
of AUX time to accrue.
For the a gent report, any non-ACD call time is totaled in the AVG EXTN TIME 
column.  Two p oints 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 p e gg e d in the 9:00 to 10:00 time interval and five minutes is 
p e gg e d in the 10:00 to 11:00 time interval.
2. The measurement AVG EXTN TI ME  is c a ll related. For examp le, if an agent 
is on a non-ACD call from 9:55 to 10:05, the call and ten minutes of EXTN 
time is p e gg e d in the 10:00 to 11:00 time interval.
AVG TALK TIME=
Total Number o f  ACD Calls AnsweredTotal ACD Talk Time
_ _________________________________ 
						

							Basic Call Management System (BCMS)
Issue  3   March 1996
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Because the agent report includes some call-related items, the sum of all 
items for a given hour cannot 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 calculation is:
TOTAL TIME STAFFED 
— The total time that the agent spent log ged into at 
least one split during the reporting interval. Staff time is clocked for an a gent who 
is in multiple splits as long as the agent is logged into any s plit. 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 ‘‘caller’s hold time’’ and is independent of the state of the agent. 
TOTA L HOL D TI M E does not include the hold time for non-ACD calls.
SUMMARY 
— The total of each of the columns that do not contain averages. 
Columns that do contain averages are the total time divide by the numb er of 
calls.
BCMS Split Report
The BCMS Split Report provides traffic information for the specified split number. 
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 3-15 shows the BCMS Split or 
Skill Summary Report 
— Hourly, and Screen 3-16 shows the BCMS Split or Skill 
Report 
— Daily.
NOTE:
When analyzing this report, keep the following things in mind:
nAll averages are for completed calls only.
AVG EXTN TIME=
Total Number o f  Ext CallsTotal Ext Time
_ _______________________ 
						

							Feature Descriptions
3-252Issue  3   March 1996 
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 within a field indicate that the maximum for that field has 
been exceeded.
Screen 3-15. BCMS Split or Skill Report 
— Hourly
Screen 3-16. BCMS Split or Skill Report 
— Daily * Acceptable service level changed.
‘‘Split’’ is disp layed as ‘‘Skill’’ when EAS is optioned.
 
 list bcms split 3 time 8:00-10:00
BCMS SPLIT REPORT
Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995
Split: 03
 Split Name: services                           Acceptable Service Level: 17
 
AVG          AVG AVG    TOTAL             TOTAL       % IN
ACD   SPEED ABAND  ABAND TALK   AFTER  FLOW FLOW  AUX/  AVG   SERV
TIME CALLS ANS   CALLS  TIME TIME   CALL   IN   OUT   OTHER STAFF LEVL
8:00- 9:00 32 :25 4 :32 5:15 16:00 3 5 3:30 4.0 80*
9:00-10:0 8 :07 1 :03 3:20 :00 0 0 9:30 2.2 85
----------- ----- ----- -----  ----- ----- -------  ---- ---- ------ ----- ---
SUMMARY 40 :21 5 :26 4:52 :26 3 5 13:00 3.1 81
 
 list bcms split 3 day 5/14/95
BCMS SPLIT REPORT
Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995
Split: 03
 Split Name: services                           Acceptable Service Level: 17
 
AVG          AVG AVG    TOTAL             TOTAL       % IN
ACD   SPEED ABAND  ABAND TALK   AFTER  FLOW FLOW  AUX/  AVG   SERV
DAY CALLS ANS   CALLS  TIME TIME   CALL   IN   OUT   OTHER STAFF LEVL
5/14/95  40   :21     5    :26  4:52   17:20 3    5 13:00   3.1 81
 --------    ----- -----  ----  ----- ----- ------- ---- ---- ------- ----- ---
SUMMARY        40   :21     5    :26  4:52   17:20 3    5 13:00   3.1 81 
						

							Basic Call Management System (BCMS)
Issue  3   March 1996
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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 10 time intervals, this report is 
displayed on multiple pages. A daily summary report is displayed on the last 
p a ge of the report.
SPLIT 
— The split number specified with the command line.
SPLIT NAME 
— Displays the name that is administered for this split numb er. If 
no name exists, BCMS displays the sp lit extension (for examp le, EXT 65432).
ACCEPTABLE SERVICE LEVEL 
— The d esired time to answer for a g iven hunt 
group. Timing for a call b e gins when the call enters the hunt group queue.
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 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 completed for this split during the 
current interval. This number also includes calls that flowed in from other splits 
and Direct Agent calls.
AVG SPEED ANS 
— The average amount of time answered 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 previous sp lit included in this average. This calculation is: ‘‘Split’’ is disp layed as ‘‘Skill’’ when EAS is optioned.
AVG SPEED ANS=
Total Number o f  ACD Calls Answered Sum o f  Each Answered Call¢s Time In Queue+Time Ringing at the Agent¢s Extension
_ _____________________________________________________________________________ 
						

							Feature Descriptions
3-254Issue  3   March 1996 
NOTE:
Keep the following things in mind:
nThis value does not include time listening to a forced first announcement.
nA c ompleted  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 exam ple, if an ACD call be gins in the 10:00 to 11:00 
time p eriod, 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.
ABAND CALLS 
— The total number of ACD calls that have hung up while 
waiting to be answered d uring this time interval. This value includes those calls 
that have abandoned while in queue or while ringing. Calls that are not queued 
(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. 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 split’s queue before flowing into 
this split. The calculation is:
NOTE:
This value does not include time listening to a forced first announcement or 
calls that ‘‘abandon’’ while listening to a forced first announcement.
AVG TALK TIME 
— The average amount of time agents are active on ACD calls 
(sp lit and d irect agent) for each split. This includes time spent talking.  The 
calculation does not include ring time at an agent’s voice terminal or time spent 
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 numb er of completed calls that this sp lit received as a 
coverage point (intraflowed) from another BCMS-measured split, or are call 
AVG ABAND TIME=
Total Number o f  Abandoned CallsTotal Abandon Time
_ ______________________________
AVG TALK TIME=
Total Number o f  ACD CallsTotal ACD Talk Time
_________________________ 
						

							Basic Call Management System (BCMS)
Issue  3   March 1996
3-255
forward ed (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  I Ns are recorded when a call ends.
FLOW OUT 
— The total number of calls queued to this sp lit that were:
nSuccessfully sent to the split’s coverage point after queuing for the 
specified ‘‘don’t answer’’ interval. (This does not include calls that went to 
coverage based on any other criterion.)
nForwarded-out via call forwarding
nForwarded-out via a route to station extension vector step
nAnswered via the Call Pickup feature
nForwarded-out via Look Ahead Interflow
nFirst queued to this split and answered by the second or third split q ueued 
to
nWere redirected back to this split or its coverage path due to Redirect On 
No Answer timing.
FLOW  OU Ts are recorded when a call ends.
NOTE:
In a multiple split-queuing environment, inflows and outflows become a bit 
more complicated. Consider the following scenarios:
nIf a multiply q ueued call is answered in a nonprimary split (that is, a 
second or third split), an outflow is recorded to the statistics for the 
first split, and an inflow and an answer are record ed to the statistics 
for the answering split. For examp le, suppose there are three splits 
numbered 1 through 3. A call comes in for s plit 1, b ut all a gents 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 statistics for split 2 are 
unaffected because the call was not answered in this split. This 
scenario is shown in the following table.
If the call 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 dequeued.
Table 3-13. Call Answered by Nonprimary Split
Split Pegging
Split 1 Split 2 Split 3
BCMS outflow dequeued inflow answer 
						

							Feature Descriptions
3-256Issue  3   March 1996 
nIf a call is queued on three splits (for example, splits 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 split 4. However, no inflow is 
recorded to the statistics for split 4. This scenario is shown in the 
following table.
If the call is answered on split 5, an outflow is recorded for the 
statistics to sp lit 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 multiply queued call routes to another split, an outflow 
is recorded to the statistics for the primary split, but no inflow is 
recorded to the statistics for the routed-to split.
TOTAL AUX/OTHER 
— The total time that logged-in agents in this split were 
unavailable to receive c alls during the reporting interval. This value includes time 
spent on non-ACD calls while in AUX for this split. This value does not include the 
time a gents spent on another split’s calls or in ACW for another split.
NOTE:
A split totals AUX TIME whenever any agent logs into the split and:
nReceives a EXTN c a l l while in AUX or AVAIL state
nMakes a EXTN call while in AUX or AVAIL state
nHits his/her AUX button
nOther Table 3-14. Call Answered by Primary Split After a Route to 
VDN
Split Pegging
Split 1 Split 2 Split 3 Split 4 Split 5
BCMS
outflow d equeued dequeued answerdequeued
Table 3-15. Call Answered by Non-Primary Split After a Route 
to VDN
Split Pegging
Split 1 Split 2 Split 3 Split 4 Split 5
BCMS outflow dequeued dequeued outflow inflow 
answer