ATT DEFINITY Communications System Generic 3 Instructions Manual

							Basic Call Management System (BCMS)
Issue  3   March 1996
3-257
Furthermore, the split report measurement AUX TIME is time-interval 
based, since it is not directly related to a c all. 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  pegg 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.
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 sp lit 
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 lo g ged into this split 
(staffed) during the reporting interval.
% IN SERV LEVL 
— The  percentage of calls answered within the administered 
service level.
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 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, 
TOTA L A FT ER  CA LL,  FLOW  I N,  FLOW  O UT,  AUX TI M E,  and TOTAL HOLD TIME 
columns, the summary is the sum of individual time intervals or specified days.
BCMS Split Summary Report
NOTE:
This report replaces (and enhances) the BCMS System Report. Customers 
with upgrades from previous DEFINITY system 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.
AVG STAFF=
Time Interval Total Sta ff  Time
_ ______________
%IN SERV LEVL=
ACD calls+abandons+out f lows+dequeued Accepted *100
_ _________________________________________ 
						

							Feature Descriptions
3-258Issue  3   March 1996 
The BCMS Split Summary Re port provides traffic measurement information for a 
specified group of BCMS splits. Depending on specifics from the command line, 
the information may b e 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 
3-17 shows the BCMS Split or Skill Summary Re port 
— Hourly Summary, and 
Screen 3-18 shows the BCMS Split or Skill Summary  Report 
— Daily Summary.
This report is similar to the Split Report except that this report provides one line of 
data for each split, and that includes all data for the specified times. A sp lit does 
not appear on the report if there is no data for that sp lit. If you specify more than 
one time p eriod, 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 d oes 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 
specify ‘‘day’’ in the command and do not include a start day or stop day, the 
report displays data for the current d ay 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 indicate that the maximum for the associated field has 
been exceeded. 
						

							Basic Call Management System (BCMS)
Issue  3   March 1996
3-259
Screen 3-17. BCMS Split or Skill Summary Report — Hourly 
Summary
Screen 3-18. BCMS Split or Skill Summary Report 
— Daily 
Summary
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  ‘‘SPLIT’’ 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 
						

							Feature Descriptions
3-260Issue  3   March 1996 
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.
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).
SPLIT NAME 
— Displays the name that is administered for this split numb er. If 
no name exists, the split extension (for example, EXT 65432) is displayed.
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 ACD calls (split and Direct 
Agent) spent in q ueue and ringing at an agent’s station before being answered 
during the reporting interval. Calls that flowed in do not have q ueue time from the 
previous split included in this average. This calculation is:
NOTE:
Keep the following things in mind:
nThis value does not include time listening to a forced first 
announcement.
nAsterisks indicate 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 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 
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
_ _____________________________________________________________________________ 
						

							Basic Call Management System (BCMS)
Issue  3   March 1996
3-261
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 d oes 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 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 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 number of calls that this split received as a coverage point 
(intraflowed) from another BCMS-measured split, or are call forwarded 
(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 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
nAnswered via the Call Pickup feature
nForwarded-out via Look Ahead Interflow
nForwarded-out via a route to station extension vector step
AVG ABAND TIME=
Total Number o f  Abandoned CallsTotal Abandon Time
_ ______________________________
AVG TALK TIME=
Total Number o f  ACD CallsTotal ACD Talk Time
_________________________ 
						

							Feature Descriptions
3-262Issue  3   March 1996 
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  OUT s are recorded when a call ends.
NOTE:
In a vectoring environment, inflows and outflows b e come a bit more 
complicated. Consider the following scenarios:
nIf a multiple q ueued call is answered in a nonprimary sp lit (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 not recorded.
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 
Table 3-16. Call Answered by Nonprimary Split
Split Pegging
Split 1 Split 2 Split 3
BCMS outflow d equeued inflow answer 
						

							Basic Call Management System (BCMS)
Issue  3   March 1996
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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 multiple 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  s p lit  t o t a l s  A UX /O THER  TIM E 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
Furthermore, the split report measurement AUX TIME is time-interval 
based, since it is not directly related to a c all. 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  pegg 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. Table 3-17. Call Answered by Primary Split After a Route to 
VDN
Split Pegging
Split 1 Sp lit 2 Sp lit 3 Split 4 Split 5
BCMSoutflow dequeued dequeuedanswer d equeued
Table 3-18. 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 dequeue d dequeued outflow inflow 
answere d 
						

							Feature Descriptions
3-264Issue  3   March 1996 
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 log ged into this split 
(staffed) during the reporting interval.
% IN SERV LEVL 
— The  percentage of calls answered within the ad ministered 
service level.
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 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, 
TOTA L A FT ER  CA LL,  FLOW  I N,  FLOW  O UT,  AU X TI ME , and TOTAL HOLD TIME 
columns, the summary is the sum of individual time intervals or specified days.
BCMS Trunk Group Report
The BCMS Trunk Group Report gives statistical information for all BCMS trunk 
groups. The BCMS Trunk Group Report may be used by the ACD administrator 
and/or manager to monitor use of the trunk group and to determine the o ptimal 
number of trunks for the trunk group. Depending on s pecifics from the command 
line, the information may b e displayed as either a time interval or a daily 
summary. If neither ‘‘time’’ nor ‘‘day’’ is specified, ‘‘time’’ is the d efault. In this 
case, the report disp lays data accrued for the previous 24 time intervals (hour or 
half-hour), including data from the most recently completed time interval. The 
next two screens show the BCMS Trunk Group Time  Interval Report and the 
BCMS Trunk Group Daily Report.
NOTE:
When analyzing this report, keep the following things in mind:
AVG STAFF=
Time Interval Total Sta ff  Time
_ ______________
%IN SERV LEVL=
ACD calls+abandons+out f lows+dequeued Accepted *100
_ _________________________________________ 
						

							Basic Call Management System (BCMS)
Issue  3   March 1996
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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 in a field indicate that the maximum for that field has been 
exceeded.
nA single asterisk at the end of a time or date field indicates that 
during the interval, trunk group administration occurred that 
changed the number of trunks.
Screen 3-19. BCMS Trunk Group Time Interval Report
 list bcms trunk 1 time 8:00 11:00
BCMS TRUNK GROUP REPORT
Switch Name: Lab Model   Date: 12:59 pm THU APR 20, 1995
Group: 1
Group Name: TG 1  Number of Trunks: 11
 
| INCOMING | OUTGOING |%ALL %TIME
TIME |CALLS ABAND TIME CCS | CALLS COMP TIME CCS|BUSY  MAINT
8:00- 9:00* 23 2 2:15 31.02 1 1 1:36 .96 0 0
9:00-10:00 35 2 1:48 35.74 4 4 1:42 4.08 0 0
10:00-11:00 24 1 1:40 22.93 0 0 :00 .00 0 0
----------- ----- ---- ------ -------- ----- ---- ------ ------ --- ---
SUMMARY 82 5 1:54 29.89 5 5 1:39 2.52 0 0 
						

							Feature Descriptions
3-266Issue  3   March 1996 
Screen 3-20. BCMS Trunk Group Daily Report
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 interval report and there are more than 11 time intervals, this report 
is displayed on multiple pages. A daily summary report is displayed on one 
page.
Group 
— The trunk group number sp ecified with the command line.
Group Name 
— The name that is administered for this trunk group. If no name is 
administered, then this field is displayed as blank.
Number of Trunks 
— The number of individual trunks in the trunk group at the 
end of the first interval being reported.
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 top of the time interval (either hour or half-hour). If no 
start time is given, the report displays data accrued for the p revious 24 time 
intervals. A stop time requires an associated start time. If no sto p time is given, 
the last c ompleted 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 p revious 24 time 
intervals. If you specify ‘‘day’’ in the command and do not include a start d ay or 
stop day, the report disp lays data accrued for the previous six days and data 
accrued through the most recently completed interval (hour or half-hour).
 
 list bcms trunk 1 day 4/17
BCMS TRUNK GROUP REPORT
Switch Name: Lab Model  Date: 12:59 pm THU APR 20, 1995
Group: 1
Group Name: TG 1  Number of Trunks: 11
 
| INCOMING | OUTGOING |%ALL %TIME
DAY |CALLS ABAND TIME CCS | CALLS COMP TIME CCS|BUSY MAINT
4/17/95* 82 5 1:54 29.89 5 5 1:39 2.52 0 0
----------- ----- ---- ------ -------- ----- ---- ------ ------ --- ---
 SUMMARY 82 5 1:54 29.89 5 5 1:39 2.52 0 0