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Avaya MultiVantage Call Center Software

Basic Call Management System (BCMS) Operations

555-230-706 Issue 3 May 2002 Compas ID 89244

2002, Avaya Inc. All Rights Reserved Notice Every effort was made to ensure that the information in this document was complete and accurate at the time of printing. However, information is subject to change. Preventing Toll Fraud Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or working on your company's behalf). Be aware that there may be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya Fraud Intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1 800 643 2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Web site: http://www.avaya.com Select Support, then select Escalation Lists US and International. This Web site includes telephone numbers for escalation within the United States. For escalation telephone numbers outside the United States, select Global Escalation List. Providing Telecommunications Security Telecommunications security (of voice, data, and/or video communications) is the prevention of any type of intrusion to (that is, either unauthorized or malicious access to or use of) your company's telecommunications equipment by some party. Your company's telecommunications equipment includes both this Avaya product and any other voice/data/video equipment that could be accessed via this Avaya product (that is, networked equipment). An outside party is anyone who is not a corporate employee, agent, subcontractor, or working on your company's behalf. Whereas, a malicious party is anyone (including someone who may be otherwise authorized) who accesses your telecommunications equipment with either malicious or mischievous intent. Such intrusions may be either to/through synchronous (time-multiplexed and/or circuit-based) or asynchronous (character-, message-, or packetbased) equipment or interfaces for reasons of: Utilization (of capabilities special to the accessed equipment) Theft (such as, of intellectual property, financial assets, or toll-facility access) Eavesdropping (privacy invasions to humans) Mischief (troubling, but apparently innocuous, tampering) Harm (such as harmful tampering, data loss or alteration, regardless of motive or intent) Be aware that there may be a risk of unauthorized intrusions associated with your system and/or its networked equipment. Also realize that, if such an intrusion should occur, it could result in a variety of losses to your company (including but not limited to, human/data privacy, intellectual property, material assets, financial resources, labor costs, and/or legal costs). Your Responsibility for Your Company's Telecommunications Security The final responsibility for securing both this system and its networked equipment rests with you - an Avaya customer's system administrator, your telecommunications peers, and your managers. Base the fulfillment of your responsibility on acquired knowledge and resources from a variety of sources including but not limited to: Installation documents System administration documents Security documents Hardware-/software-based security tools Shared information between you and your peers Telecommunications security experts To prevent intrusions to your telecommunications equipment, you and your peers should carefully program and configure: your Avaya-provided telecommunications systems and their interfaces your Avaya-provided software applications, as well as their underlying hardware/software platforms and interfaces any other equipment networked to your Avaya products. Trademarks DEFINITY and GuestWorks are registered trademarks of Avaya, Inc. MultiVantage is a trademark of Avaya, Inc.

Ordering Information Call: Avaya Publications Center Voice +1 800 457 1235 Fax +1 800 457 1764 International Voice +1 410 568 3680 International Fax+1 410 891 0207 Write: Globalware Solutions 200 Ward Hill Avenue Haverhill, MA 01835 USA Attention: Avaya Account Manager Web: http://www.avayadocs.com E-mail: totalware@gwsmail.com Order: Document No. 555-230-706, Issue 3 May 2002 You can be placed on a standing order list for this and other documents you may need. A standing order will enable you to automatically receive updated versions of individual documents or document sets, billed to account information that you provide. For more information on standing orders, or to be put on a list to receive future issues of this document, please contact the Avaya Publications Center. Avaya Support Avaya provides a telephone number for you to use to report problems or to ask questions about your call center. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Web site: http://www.avaya.com Select Support, then select Escalation Lists US and International. This Web site includes telephone numbers for escalation within the United States. For escalation telephone numbers outside the United States, select Global Escalation List. Acknowledgment This document was written by the CRM Information Development group.

Avaya MultiVantage Call Center Software Basic Call Management System (BCMS) Operations

Contents
Contents 3

About this document


Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Reasons for reissue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

7 7 8

BCMS description
Overview . . . . . . . . . . . . . . . . . Reports . . . . . . . . . . . . . . . . . . Printing and storing reports . . . . . . . . . Acceptable Service Level . . . . . . . . . . Percent within service level . . . . . . . Acceptable Service Level administration . System capacities . . . . . . . . . . . . Interactions . . . . . . . . . . . . . . . Offer Category A versus Offer Category B CMS . . . . . . . . . . . . . . . . . . VuStats . . . . . . . . . . . . . . . . .

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9 10 11 12 12 13 13 14 14 14 14

System access
Logging in and logging off . BCMS login ID . . . . . Logging in . . . . . . . Logging off . . . . . . .

. . . . How to change the BCMS password . Generating reports

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15 15 16 17 18

Overview . . . . . . . . . . . . . . . Displaying and printing real-time reports . Displaying real-time reports . . . . . . Printing real-time reports . . . . . . .

. . . . Displaying, printing, and scheduling historical reports . Displaying historical reports . . . . . . . . . . . . Printing historical reports . . . . . . . . . . . . . Scheduling historical reports . . . . . . . . . . . .

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19 19 20 21 22 23 27 31

Issue 3 May 2002

Contents

Report reference
Overview . . . . . . Real-time reports . . . Split status report . . Command . . . . Description . . . . Sample report . . Header definitions System status report Command . . . . Description . . . . Sample report . . Header definitions VDN status report . . Command . . . . Description . . . . Sample report . . Header definitions

. . . . . . . . . . . . . . . . . Historical reports . . . . Agent report . . . . . Command . . . . . Description . . . . . Sample reports . . . Header definitions . Agent summary report. Command . . . . . Description . . . . . Sample reports . . . Header definitions . Split report . . . . . . Command . . . . . Description . . . . . Sample reports . . . Header definitions . Split summary report . Command . . . . . Description . . . . . Sample reports . . . Header definitions . Trunk group report . . Command . . . . . Description . . . . . Sample reports . . . Header definitions .

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37 39 40 40 40 40 41 44 44 44 44 45 48 48 48 48 49 51 52 52 52 53 54 57 57 57 58 59 62 62 62 63 64 70 70 70 71 72 78 78 78 79 80 83 83 83 84 85

4 Basic Call Management System (BCMS) Operations

Contents VDN report . . . . . Command . . . . Description . . . . Sample reports . . Header definition . VDN summary report Command . . . . Description . . . . Sample reports . . Header definitions

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System printer and Report Scheduler


Overview . . . . . . . . . . . . . . . . . . . . . System printer . . . . . . . . . . . . . . . . . . . System printer administration . . . . . . . . . . . System printer data link operation and maintenance Report Scheduler . . . . . . . . . . . Print intervals . . . . . . . . . . . . Adding a report to Report Scheduler . Printing reports on the system printer. Listing scheduled reports . . . . . . Changing scheduled reports . . . . . Removing scheduled reports. . . . .

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Using reports for ACD planning


Planning/engineering objectives . System status report . . . . . Split status report . . . . . . . VDN status report . . . . . . . Trunk group report . . . . . . Agent report . . . . . . . . . Split report . . . . . . . . . . VDN report . . . . . . . . . .

. . . . . . . . Engineering ACD applications with report data . Agent engineering/optimizing guidelines . . . Agent engineering examples . . . . . . . Average service time engineering tables . . . Trunk Engineering Guidelines . . . . . . . .

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Appendix A: BCMS/CMS report heading comparison


Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Summary of Differences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Report heading comparison tables . . . . . . . . . . . . . . . . . . . . . . . . . . .

149 149 151 161 165

Glossary Index

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Issue 3 May 2002

Contents

6 Basic Call Management System (BCMS) Operations

About this document

Overview
This document provides a comprehensive description of the Basic Call Management System (BCMS) feature, which is available with Avaya MultiVantage Call Center Software and DEFINITY Enterprise Communications Server (ECS) products. This document also describes the Report Scheduler feature, which is often used with BCMS. Although intended primarily for the BCMS administrator, this document may prove useful to the system administrator, the Automatic Call Distribution (ACD) split supervisor, the ACD administrator, and ACD agents.

Reasons for reissue


Issue 3 of this document was issued for the following changes:
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To change references to 5-digit extensions. The latest version of switch software supports 7-digit extensions. Extension length is now documented without reference to length. Some of the screen examples have been updated to show the longer extension number fields. To remove capacity information. To change Lucent Technologies to Avaya. To change references from CentreVu Call Management System (CMS) to Avaya CMS. To change references from DEFINITY ECS to Avaya MultiVantage. However, this document can be used for both MultiVantage and DEFINITY products.

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Issue 2 of this document was issued for the following changes:


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To define BCMS attributes that are not used with the offer category B products.

Issue 3 May 2002

About this document

Organization
This guide is organized as follows:
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About this document is an introduction to this document. BCMS description provides a brief overview of the BCMS feature and lists the types of BCMS reports. System access provides procedures on how to log in and log off BCMS. This chapter also provides the procedures for changing the BCMS password. Generating reports describes the procedures for displaying, printing, and scheduling BCMS reports. Report reference gives a detailed description of each type of BCMS report. System printer and Report Scheduler describes the optional Report Scheduler feature. This chapter also includes a description of Report Scheduler commands and a display of the reports. Using reports for ACD planning describes desirable objectives and how the BCMS reports can be used to plan, engineer, and optimize ACD splits and trunk groups. BCMS/CMS report heading comparison compares reports and report headings between BCMS and Avaya Call Management System (CMS). Glossary Index

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8 Basic Call Management System (BCMS) Operations

BCMS description

Overview
BCMS helps you monitor the operations of your ACD application. BCMS collects data related to the calls on the switch and organizes the data into reports that help you manage ACD facilities and personnel. The BCMS reports allow you to manage the hourly and/or daily operations of the ACD by:
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Monitoring trunk group usage Monitoring the calling volume for each split Monitoring VDNs Monitoring the work load of each agent Comparing agent performance.

These reports can be displayed on a video display terminal in real time, printed immediately, scheduled to print at a later time, or scheduled to print periodically at times you specify. Note: All references to splits in this book also apply to skills as used with the Expert Agent Selection (EAS) feature. However, Offer Category B products do not support the EAS feature. Therefore, if you are using the BCMS feature with Offer Category B products, use the term splits only to define agent groups. See Interactions on page 14 for more information.

Issue 3 May 2002

BCMS description

Reports
The BCMS feature provides the following reports:
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Real-time reports that present data on: All splits, on a system basis, that are administered for internal measurement or for both internal and external measurement Note: Offer Category B products do not support external measurements. Individual splits and the agents staffing them that have been administered for internal measurement or for both internal and external measurement VDNs that are administered for internal measurement or for both internal and external measurement.

Historical reports that present historical information and can be printed immediately or scheduled for subsequent printing. These reports present data on: Individual agents or a group of agents, based on the time of day Individual agents or a group of agents, based on the day of the week Individual splits or a group of splits, based on the time of day Individual splits or a group of splits, based on the day of the week Individual trunk groups or a group of trunk groups, based on the time of day Individual trunk groups or a group of trunk groups, based on the day of the week Individual Vector Directory Numbers (VDNs) based on the time of day Individual VDNs based on the day of the week Note: Agents can be measured by their physical extension (that is, the extension number they use), or by their Login IDs when either EAS or BCMS/VuStats Login IDs is optioned.

Report reference on page 37 describes each BCMS report in detail while Using reports for ACD planning on page 109 describes how to plan and maintain an ACD based on the information provided by these reports.

10 Basic Call Management System (BCMS) Operations

Printing and storing reports

Printing and storing reports


The BCMS reports may be displayed on an administration terminal or printed on its associated printer. The reports can also be scheduled to print at a later time using the Report Scheduler. As an option, a personal computer (PC) or host computer may be used to store the reports and provide additional data manipulation capabilities. Note: The BCMS software resides completely on the switch and does not include any special software or unique communications protocol for the PC/host computer application. Although Avaya does propose the use of a PC to collect, store, and print the reports, Avaya does not recommend an applications software package for the PC. Since Avaya does not install, administer, or control the PC application, Avaya does not guarantee correct operation of this arrangement. Customers using a PC to collect report data will need the following report output information for each report: 1. Begin with one-half page of line feeds. 2. Print a four-line banner containing the following information:
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Print job ID Command Time of day User

3. Provide a form feed. 4. Begin report data using 80 characters per line. Use spaces where there are no data, and a newline character at the end of each line. 5. Provide a form feed after each page of data. The page length is defined in system parameters. 6. Provide a form feed when the report has finished printing. BCMS data is stored in volatile switch memory; it cannot be saved to or retrieved from tape. The switch preserves historical data if a Reset System 1, Reset System 2, or Reset System Interchange (in a duplicated system) occurs. Real-time data is preserved if a Reset System 1 or Reset System Interchange occurs. The switch loses all data (historical and real-time) during software upgrades.

Issue 3 May 2002

11

BCMS description

Acceptable Service Level


Before using BCMS, you should understand the concept of Acceptable Service Level and set the acceptable service level field on various screens. Note: Acceptable Service Level is not supported on Offer Category B products. Acceptable Service Level is the desired time for an agent to answer a call for a given VDN or hunt group. Timing for a call begins when the call encounters a VDN or enters a hunt group queue. If the number of seconds to answer the call is equal to or less than the administered acceptable service level for the VDN or hunt group, the call is recorded as acceptable.

Percent within service level


A service level can be administered for each hunt group or VDN if the BCMS/VuStats Service Level customer option has been enabled and if the hunt group or VDN is measured by BCMS. To calculate the percentage of calls within the acceptable service level, BCMS divides the number of acceptable calls by the calls offered. For hunt groups, BCMS calculates the Percent Within Service Level as follows:

accepted * 100 % IN SERV LEVL = ----------------------------------------------------------------------------------------------------------------------ACDcalls + abandons + outflows + dequeued


where:
q

accepted Is the number of calls answered for which the queue time was less than or equal to the administered service level for the split. dequeued Is the number of calls that encountered the split queue, but were NOT answered, abandoned, or outflowed. This occurs with multiple split queuing.

For VDNs, BCMS calculates the Percent Within Service Level as follows:

accepted * 100 % IN SERV LEVL = --------------------------------------calls offered


where:
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accepted Is the number of answered calls (num ans) for which the time to answer was less than or equal to the administered service level for the VDN. num ans here refers to the data item on the screen. calls offered Is the total number of completed calls that accessed the VDN during the current interval.

12 Basic Call Management System (BCMS) Operations

System capacities

Acceptable Service Level administration


The Acceptable Service Level is administered on the System-Parameters CustomerOptions, VDN, and Hunt Group screens. On the System-Parameters Customer-Options screen (changeable using a superuser ID), verify that the field BCMS/VuStats Service Level is set to y. On the Hunt Group screen, set the Acceptable Service Level field to a number between 0 and 9999 seconds. Set the Measured field to either internal or both. On the Vector Directory Number screen, set the Acceptable Service Level field to a number between 0 and 9999 seconds. Set the Measured field to either internal or both. The column % IN SERV LEVL on a report will be blank if:
q q

The BCMS/VuStats Service Level field on the Customer Options screen is set to n No service level is defined for the split or VDN (it cannot be set if BCMS Service Level is set to n) No call ended in the interval

System capacities
Because system capacity limits change often, this information is now being maintained in a document for each switch release. For switch releases up to R9, consult the System Description document. For switch releases R10 and later, see the Capacity Tables document. All of these documents can be accessed from the Avaya documentation Web site: http://www.avayadocs.com/

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BCMS description

Interactions
Offer Category A versus Offer Category B
Offer Category A products support more features and feature capacities than the Offer Category B products. In relation to the BCMS feature, the following features are not supported with Offer Category B:
q q q

Expert Agent Selection (EAS) and skills Avaya Call Management System (CMS) VuStats

When using this BCMS operations document with an Offer Category B product, you should ignore references to these features.

CMS
From the administration perspective, the ACD parameters associated with trunk groups, hunt groups, and VDNs are any of the following:
q q q q

Not measured Internally measured by BCMS Externally measured by CMS Measured both internally by BCMS and externally by CMS.

Note that using BCMS in conjunction with CMS increases the maximum number of agents and trunk groups that can be measured for a particular ACD application. In other words, the capacities for BCMS are additive to those of CMS. Note: If both BCMS and CMS are used simultaneously, switch performance may be degraded.

VuStats
VuStats enables agents and supervisors with telephone displays to view data about agents, splits, and VDNs. Much of this information is the same as that provided by BCMS.

14 Basic Call Management System (BCMS) Operations

System access

Logging in and logging off


A BCMS terminal is treated by the system as a remote management terminal. You can access BCMS reports either from a local system management terminal, on a dial-up basis, or by using the Avaya Site Administration terminal emulator tool. When dial-up access is used, the following constraints affect the number of terminals that can access BCMS data simultaneously:
q q

The number of dial-up (Netcon) channels The number of Terminal User IDs (TUIs). A TUI is a switch resource used by: The Technical Service Center (TSC) when logged in The management terminal when powered up A remote management terminal when logged in A BCMS terminal when logged in The system printer while printing A journal/log printer when administered

When the switch is configured with more than one management terminal, typically one terminal is dedicated to administration and/or maintenance tasks while the others are used for ACD/BCMS features.

BCMS login ID
The switch provides several different categories of login IDs. The login ID identifies the user and that users permitted capabilities to the system. Generally, each category permits unique capabilities (and has unique restrictions). You must create a login ID for each supervisor or user that you want to view BCMS reports. A BCMS login ID can allow you to display, print, and schedule BCMS reports.

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System access

Logging in
There are many ways to log in to BCMS: from a local terminal, from a remote terminal, or using the Avaya Site Administration tool. The remote terminal requires a data module for dialing up the system and Avaya Site Administration can use a modem or a LAN connection. To log into BCMS: 1. If remote, dial in to the switch. If local, turn on the terminal and press BREAK if a login prompt is not displayed. The terminal displays a login prompt. 2. Enter your login ID and press RETURN. The screen displays the password prompt. 3. Enter your password and press RETURN. The system verifies that the login ID and password you entered are valid. If you entered an invalid login ID or password, the system displays a message and requires you to log in again. 4. Enter the appropriate terminal type. In most cases, use the default terminal type that the system displays. After you enter the appropriate terminal type, the system displays the command screen.

This system is restricted to authorized users for legitimate business purposes. Unauthorized access is a criminal violation of the law. Copyright (c) 1992 - 2001 Avaya Inc. Unpublished & Not for Publication All Rights Reserved

Command:

The system is now ready for you to enter a command to generate a BCMS report.

16 Basic Call Management System (BCMS) Operations

Logging in and logging off

Logging off
!
SECURITY ALERT: Whenever you are not using BCMS, log off the system.

To log off the system, perform the following steps: 1. Enter: logoff The system displays a message questioning if you want to log off. 2. Enter: y You are logged off from the system.

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System access

How to change the BCMS password


Any user can change the password for their own login ID. Only users with special privileges, such as the system administrator, can change the password for other users.

SECURITY ALERT: To protect access to the system, the password should be changed at regular intervals, each time a new person takes over a login ID, and if an unauthorized person has discovered the password. Once a password is assigned or changed, do not give the password to anyone and keep any written passwords in a locked place.

To change a password: 1. At the command prompt, enter: change password <login name> The system displays the Password Administration screen. The cursor is positioned on the Password of Login Making Change field.
change password bcms PASSWORD ADMINISTRATION Password of Login Making Change: Page 1 of 1

LOGIN BEING CHANGED Login Name: bcms LOGINS PASSWORD INFORMATION Logins Password: Reenter Logins Password:

2. Enter your password and press RETURN. The cursor is positioned on the Logins Password field. 3. Enter your new password and press RETURN. Valid passwords contain a minimum of four characters either alphabetic or numeric. The cursor is positioned on the Reenter Logins Password field. 4. Re-enter your new password and press ENTER. The system displays the following message: command completed successfully

18 Basic Call Management System (BCMS) Operations

Generating reports

Overview
This chapter describes the procedures for displaying and printing real-time reports and for displaying, printing, and scheduling historical reports. Before attempting to print these reports, make sure that a system printer is connected and administered.

! CAUTION:
If you change your BCMS login ID, all scheduled reports must be rescheduled under the new login ID in order to run.

Displaying and printing real-time reports


The monitor command is used to display and print real-time status reports. These reports display data accrued since the last interval boundary. Data is based on hourly or halfhourly intervals as administered in the BCMS/VuStats Measurement Interval field on the Feature-Related System Parameters screen. There are three monitor commands, one to display or print each real-time report: monitor bcms split monitor bcms system monitor bcms vdn Whenever a status report is displayed on the management terminal, it updates automatically approximately every 30 seconds. You can immediately update the on-screen status report by pressing UPDATE. To cancel the monitor command and return to the command prompt, press CANCEL. If the status report consists of more than one page, press NEXTPAGE to display any subsequent pages and PREVPAGE to display any previous pages. If you incorrectly enter the command, or if the qualifier is not applicable or is not measured, an error message displays on the message line located on the bottom of the screen. If you require more information about the error message, press HELP. Complete the steps in the following sections to display or print real-time reports.

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Generating reports

Displaying real-time reports


To display a real-time report, complete the following steps: 1. Type the monitor command that will display the report you want to view. See Commands for displaying real-time reports. 2. Press RETURN. The report displays on your screen. 3. Press NEXTPAGE to display subsequent pages and PREVPAGE to display previous pages. 4. To immediately update the report data, press UPDATE. 5. To exit the report, press CANCEL.

Commands for displaying real-time reports To view the Split status report System status report Enter monitor bcms split ## monitor bcms system ## Where ## is an administered split measured by BCMS. ## is an administered split or range of splits measured by BCMS. ## is optional. If not included, the report shows all splits. ## is an administered VDN extension measured by BCMS.

VDN status report

monitor bcms vdn ##

20 Basic Call Management System (BCMS) Operations

Displaying and printing real-time reports

Printing real-time reports


To print a real-time report, complete the following steps: 1. Type the monitor command that will print the report. See Commands for printing real-time reports. 2. Press RETURN. The report prints on the printer that is attached to your terminal.

Commands for printing real-time reports To view the Split status report System status report Enter monitor bcms split ## print monitor bcms system ## print Where ## is an administered split measured by BCMS. ## is an administered split or range of splits measured by BCMS. ## is optional. If not included, the report shows all splits. ## is an administered VDN extension measured by BCMS.

VDN status report

monitor bcms vdn ## print

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Generating reports

Displaying, printing, and scheduling historical reports


The list commands are used to display historical information for agents, splits, trunk groups, and VDNs. There are eight secondary list commands: list bcms agent list bcms summary agent list bcms split list bcms summary split list bcms trunk list bcms summary trunk list bcms vdn list bcms summary vdn With these commands, you can specify:
q

Whether you want data that is collected during a specified range of dates or during a specified period of time. Data collected during a specified period of time is based on hourly or half-hourly intervals as administered in the BCMS/VuStats Measurement Interval field on the Feature-Related System Parameters screen.

! CAUTION:
The switch stores time interval data in a time database that 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 exercised 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.
q q q

The times or days for which you want to see data. That the system immediately display the report on your terminal. That the system print the report. If you include print at the end of the command, the system will immediately print the report to the printer attached to the management terminal. 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).

Use the steps in the following sections to display, print, or schedule historical reports.

22 Basic Call Management System (BCMS) Operations

Displaying, printing, and scheduling historical reports

Displaying historical reports


To display an historical report, complete the following steps: 1. Type the list command that will display the report you want to view. See Commands for displaying historical reports. 2. Press RETURN. The report displays on your screen. 3. Press NEXTPAGE to display subsequent pages and PREVPAGE to display previous pages if appropriate.

Commands for displaying historical reports To view the Agent report (hourly/half-hourly) Enter list bcms agent ## time staffed xx:xx xx:xx Where ## is a valid agent extension or login ID measured by BCMS. staffed lists data only for the intervals that the agent has staffed time. The first xx:xx is the start time. The second xx:xx is the stop time. Both use a 24-hour clock. ## is a valid agent extension or login ID measured by BCMS. staffed lists data only for the days that the agent has staffed time. The first xx/xx is the start day. The second xx/xx is the stop day.

Agent report (daily)

list bcms agent ## day staffed xx/xx xx/xx

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Generating reports

Commands for displaying historical reports (continued) To view the Agent summary report (hourly/half-hourly) Enter list bcms summary agent ## time staffed xx:xx xx:xx Where ## is a valid agent extension or login ID or range of extensions/ login IDs measured by BCMS. staffed lists data only for agents with staffed time. The first xx:xx is the start time. The second xx:xx is the stop time. Both use a 24-hour clock. ## is a valid agent extension or login ID or range of extensions/ login IDs measured by BCMS. staffed lists data only for agents with staffed time. The first xx/xx is the start day. The second xx/xx is the stop day. ## is an administered split measured by BCMS. The first xx:xx is the start time. The second xx:xx is the stop time. Both use a 24-hour clock. ## is an administered split measured by BCMS. The first xx/xx is the start day. The second xx/xx is the stop day. ## is an administered split or range of splits measured by BCMS. The first xx:xx is the start time. The second xx:xx is the stop time. Both use a 24-hour clock.

Agent summary report (daily)

list bcms summary agent ## day staffed xx/xx xx/xx

Split report (hourly/half-hourly)

list bcms split ## time xx:xx xx:xx

Split report (daily)

list bcms split ## day xx/xx xx/xx

Split summary report (hourly/half-hourly)

list bcms summary split ## time xx:xx xx:xx

24 Basic Call Management System (BCMS) Operations

Displaying, printing, and scheduling historical reports

Commands for displaying historical reports (continued) To view the Split summary report (daily) Enter list bcms summary split ## day xx/xx xx/xx Where ## is an administered split or range of splits measured by BCMS. The first xx/xx is the start day. The second xx/xx is the stop day. ## is a trunk group measured by BCMS. The first xx:xx is the start time. The second xx:xx is the stop time. Both use a 24-hour clock. ## is a trunk group measured by BCMS. The first xx/xx is the start day. The second xx/xx is the stop day. ## is a trunk group or range of trunk groups measured by BCMS. The first xx:xx is the start time. The second xx:xx is the stop time. Both use a 24-hour clock. ## is a trunk group or range of trunk groups measured by BCMS. The first xx/xx is the start day. The second xx/xx is the stop day. ## is an administered VDN extension measured by BCMS. The first xx:xx is the start time. The second xx:xx is the stop time. Both use a 24-hour clock.

Trunk group report (hourly/half-hourly)

list bcms trunk ## time xx:xx xx:xx

Trunk group report (daily)

list bcms trunk ## day xx/xx xx/xx

Trunk group summary report (hourly/half-hourly)

list bcms summary trunk ## time xx:xx xx:xx

Trunk group summary report (daily)

list bcms summary trunk ## day xx/xx xx/xx

VDN report (hourly/half-hourly)

list bcms vdn ## time xx:xx xx:xx

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Commands for displaying historical reports (continued) To view the VDN report (daily) Enter list bcms vdn ## day xx/xx xx/xx Where ## is an administered VDN extension measured by BCMS. The first xx/xx is the start day. The second xx/xx is the stop day. ## is an administered VDN extension or range of extensions measured by BCMS. The first xx:xx is the start time. The second xx:xx is the stop time. Both use a 24-hour clock. ## is an administered VDN extension or range of extensions measured by BCMS. The first xx/xx is the start day. The second xx/xx is the stop day.

VDN summary report (hourly/half-hourly)

list bcms summary vdn ## time xx:xx xx:xx

VDN summary report (daily)

list bcms summary vdn ## day xx/xx xx/xx

26 Basic Call Management System (BCMS) Operations

Displaying, printing, and scheduling historical reports

Printing historical reports


If you do not have a printer directly connected to your terminal, see Scheduling historical reports on page 31. To print an historical report, complete the following steps: 1. Type the list command for the report that you want to print. See Commands for printing historical reports. 2. Press RETURN. The report prints on the printer that is attached to your terminal.

Commands for printing historical reports To print the Agent report (hourly/half-hourly) Enter list bcms agent ## time staffed xx:xx xx:xx print Where ## is a valid agent extension or login ID measured by BCMS. staffed prints data only for the intervals that the agent has staffed time. The first xx:xx is the start time. The second xx:xx is the stop time. Both use a 24-hour clock. ## is a valid agent extension or login ID measured by BCMS. staffed prints data only for the days that the agent has staffed time. The first xx/xx is the start day. The second xx/xx is the stop day. ## is a valid agent extension or login ID or range of extensions/ login IDs measured by BCMS. staffed prints data only for agents with staffed time. The first xx:xx is the start time. The second xx:xx is the stop time. Both use a 24-hour clock.

Agent report (daily)

list bcms agent ## day staffed xx/xx xx/xx print

Agent summary report (hourly/half-hourly)

list bcms summary agent ## time staffed xx:xx xx:xx print

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Generating reports

Commands for printing historical reports (continued) To print the Agent summary report (daily) Enter list bcms summary agent ## day staffed xx/xx xx/xx print Where ## is a valid agent extension or login ID or range of extensions/ login IDs measured by BCMS. staffed prints data only for agents with staffed time. The first xx/xx is the start day. The second xx/xx is the stop day. ## is an administered split measured by BCMS. The first xx:xx is the start time. The second xx:xx is the stop time. Both use a 24-hour clock. ## is an administered split measured by BCMS. The first xx/xx is the start day. The second xx/xx is the stop day. ## is an administered split or range of splits measured by BCMS. The first xx:xx is the start time. The second xx:xx is the stop time. Both use a 24-hour clock. ## is an administered split or range of splits measured by BCMS. The first xx/xx is the start day. The second xx/xx is the stop day. ## is a trunk group measured by BCMS. The first xx:xx is the start time. The second xx:xx is the stop time. Both use a 24-hour clock.

Split report (hourly/half-hourly)

list bcms split ## time xx:xx xx:xx print

Split report (daily)

list bcms split ## day xx/xx xx/xx print

Split summary report (hourly/half-hourly)

list bcms summary split ## time xx:xx xx:xx print

Split summary report (daily)

list bcms summary split ## day xx/xx xx/xx print

Trunk group report (hourly/half-hourly)

list bcms trunk ## time xx:xx xx:xx print

28 Basic Call Management System (BCMS) Operations

Displaying, printing, and scheduling historical reports

Commands for printing historical reports (continued) To print the Trunk group report (daily) Enter list bcms trunk ## day xx/xx xx/xx print Where ## is a trunk group measured by BCMS. The first xx/xx is the start day. The second xx/xx is the stop day. ## is a trunk group or range of trunk groups measured by BCMS. The first xx:xx is the start time. The second xx:xx is the stop time. Both use a 24-hour clock. ## is a trunk group or range of trunk groups measured by BCMS. The first xx/xx is the start day. The second xx/xx is the stop day. ## is an administered VDN extension measured by BCMS. The first xx:xx is the start time. The second xx:xx is the stop time. Both use a 24-hour clock. ## is an administered VDN extension measured by BCMS. The first xx/xx is the start day. The second xx/xx is the stop day.

Trunk group summary report (hourly/half-hourly)

list bcms summary trunk ## time xx:xx xx:xx print

Trunk group summary report (daily)

list bcms summary trunk ## day xx/xx xx/xx print

VDN report (hourly/half-hourly)

list bcms vdn ## time xx:xx xx:xx print

VDN report (daily)

list bcms vdn ## day xx/xx xx/xx print

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Generating reports

Commands for printing historical reports (continued) To print the VDN summary report (hourly/half-hourly) Enter list bcms summary vdn ## time xx:xx xx:xx print Where ## is an administered VDN extension or range of extensions measured by BCMS. The first xx:xx is the start time. The second xx:xx is the stop time. Both use a 24-hour clock. ## is an administered VDN extension or range of extensions measured by BCMS. The first xx/xx is the start day. The second xx/xx is the stop day.

VDN summary report (daily)

list bcms summary vdn ## day xx/xx xx/xx print

30 Basic Call Management System (BCMS) Operations

Displaying, printing, and scheduling historical reports

Scheduling historical reports


The Report Scheduler allows you to schedule the day or days for the system to print the report. If you do not have a printer directly connected to your terminal, you can use the Report Scheduler feature to print the report immediately to the system printer. For more detailed information about the Report Scheduler, see System printer and Report Scheduler on page 97. To schedule an historical report, complete the following procedures. 1. Type the list command that will schedule the report. See Commands for scheduling historical reports on page 33. 2. Press RETURN. The Report Scheduler screen displays on your screen. The cursor is located in the Print Interval field.
list bcms agent ## 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 agent ## time xx:xx xx:xx Print Interval: immediate

Note: If you do not have a printer directly connected to your terminal, you can immediately print the report to the system printer by pressing ENTER.

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Generating reports

3. Enter schedule and press RETURN. The Print Time field displays beneath the Print Interval field, and fields for each day of the week display at the bottom of the screen. The cursor is located in the Print Time field.
list bcms agent ## 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 agent ## 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

4. Enter the time you want the report printed and press RETURN. The cursor moves to the Sun field. 5. Enter y for the days you want the report printed. Press RETURN to move the cursor to the next field. 6. When you are finished, press ENTER. The report has been scheduled, and the system presents the enter command: prompt.

! CAUTION:
If you change your BCMS login ID, all scheduled reports must be rescheduled under the new login ID in order to run. Note: The commands for scheduling historical reports also can be used to defer printing of a report to a later time. See Report Scheduler on page 100 for more information.

32 Basic Call Management System (BCMS) Operations

Displaying, printing, and scheduling historical reports

Commands for scheduling historical reports To Print the Agent report (hourly/half-hourly) Type list bcms agent ## time staffed xx:xx xx:xx schedule Where ## is a valid agent extension or login ID measured by BCMS. staffed prints data only for the intervals that the agent has staffed time. The first xx:xx is the start time. The second xx:xx is the stop time. Both use a 24-hour clock. ## is a valid agent extension or login ID measured by BCMS. staffed prints data only for the days that the agent has staffed time. The first xx/xx is the start day. The second xx/xx is the stop day. ## is a valid agent extension or login ID or range of extensions/ login IDs measured by BCMS. staffed prints data only for agents with staffed time. The first xx:xx is the start time. The second xx:xx is the stop time. Both use a 24-hour clock. ## is a valid agent extension or login ID or range of extensions/ login IDs measured by BCMS. staffed prints data only for agents with staffed time. The first xx/xx is the start day. The second xx/xx is the stop day.

Agent report (daily)

list bcms agent ## day staffed xx/xx xx/xx schedule

Agent summary report (hourly/half-hourly)

list bcms summary agent ## time staffed xx:xx xx:xx schedule

Agent summary report (daily)

list bcms summary agent ## day staffed xx/xx xx/xx schedule

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Generating reports

Commands for scheduling historical reports (continued) To Print the Split report (hourly/half-hourly) Type list bcms split ## time xx:xx xx:xx schedule Where ## is an administered split measured by BCMS. The first xx:xx is the start time. The second xx:xx is the stop time. Both use a 24-hour clock. ## is an administered split measured by BCMS. The first xx/xx is the start day. The second xx/xx is the stop day. ## is an administered split or range of splits measured by BCMS. The first xx:xx is the start time. The second xx:xx is the stop time. Both use a 24-hour clock. ## is an administered split or range of splits measured by BCMS. The first xx/xx is the start day. The second xx/xx is the stop day. ## is a trunk group measured by BCMS. The first xx:xx is the start time. The second xx:xx is the stop time. Both use a 24-hour clock. ## is a trunk group measured by BCMS. The first xx/xx is the start day. The second xx/xx is the stop day.

Split report (daily)

list bcms split ## day xx/xx xx/xx schedule

Split summary report (hourly/half-hourly)

list bcms summary split ## time xx:xx xx:xx schedule

Split summary report (daily)

list bcms summary split ## day xx/xx xx/xx schedule

Trunk group report (hourly/half-hourly)

list bcms trunk ## time xx:xx xx:xx schedule

Trunk group report (daily)

list bcms trunk ## day xx/xx xx/xx schedule

34 Basic Call Management System (BCMS) Operations

Displaying, printing, and scheduling historical reports

Commands for scheduling historical reports (continued) To Print the Trunk group summary report (hourly/half-hourly) Type list bcms summary trunk ## time xx:xx xx:xx schedule Where ## is a trunk group or range of trunk groups measured by BCMS. The first xx:xx is the start time. The second xx:xx is the stop time. Both use a 24-hour clock. ## is a trunk group or range of trunk groups measured by BCMS. The first xx/xx is the start day. The second xx/xx is the stop day. ## is an administered VDN extension measured by BCMS. The first xx:xx is the start time. The second xx:xx is the stop time. Both use a 24-hour clock. ## is an administered VDN extension measured by BCMS. The first xx/xx is the start day. The second xx/xx is the stop day.

Trunk group summary report (daily)

list bcms summary trunk ## day xx/xx xx/xx schedule

VDN report (hourly/half-hourly)

list bcms vdn ## time xx:xx xx:xx schedule

VDN report (daily)

list bcms vdn ## day xx/xx xx/xx schedule

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Generating reports

Commands for scheduling historical reports (continued) To Print the VDN summary report (hourly/half-hourly) Type list bcms summary vdn ## time xx:xx xx:xx schedule Where ## is an administered VDN extension or range of extensions measured by BCMS. The first xx:xx is the start time. The second xx:xx is the stop time. Both use a 24-hour clock. ## is an administered VDN extension or range of extensions measured by BCMS. The first xx/xx is the start day. The second xx/xx is the stop day.

VDN summary report (daily)

list bcms summary vdn ## day xx/xx xx/xx schedule

36 Basic Call Management System (BCMS) Operations

Report reference

Overview
Report commands on page 38 is a quick reference to the commands that you can use to display, print, and schedule BCMS reports. See Generating reports on page 19 for more detailed instructions for displaying, printing, and scheduling reports. The remainder of this chapter describes each report in detail, providing a brief description of each report, sample reports, and a description of the information contained in each report. Note: Most BCMS measurement data is collected at the end of a call, whereas hunt group measurements count calls as soon as they begin. Therefore, calls spanning a time interval boundary will be counted differently by the two. If comparing the measurements from BCMS with those from the hunt groups, there may be slight differences. However, both hunt group and BCMS measurements should indicate the same trends.

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Report reference
.

Report commands Action Object split number [print] [split number] [print] extension [print] extension|loginID3 [time] [staffed] [start time] [stop time] [print|schedule] extension|loginID3 [day] [staffed] [start day] [stop day] [print|schedule] bcms summary agent extension|loginID3 [time] [staffed] [start time] [stop time] [print|schedule] extension|loginID3 [day] [staffed] [start day] [stop day] [print|schedule] bcms split split number [time] [start time] [stop time] [print|schedule] split number [day] [start day] [stop day] [print|schedule] bcms summary split split number [time] [start time] [stop time] [print|schedule] split number [day] [start day] [stop day] [print|schedule] bcms trunk group number [time] [start time] [stop time] [print|schedule] group number [day] [start day] [stop day] [print|schedule] bcms summary trunk group number [time] [start time] [stop time] [print|schedule] group number [day] [start day] [stop day] [print|schedule] bcms vdn extension [time] [start time] [stop time] [print|schedule] extension [day] [start day] [stop day] [print|schedule] bcms summary vdn extension [time] [start time] [stop time] [print|schedule] extension [day] [start day] [stop day] [print|schedule]
1. Items depicted within brackets, such as [print], are optional. Items separated by a pipe symbol, such as extension|loginID indicate that you must select one or the other. 2. Whenever the command line qualifier [schedule] is initially executed, the system defaults the report for immediate printing (unless a day/time of day is scheduled) and generates a Job ID. The Job ID is required by the Report Scheduler feature for updating and deleting the schedule of reports. 3. If BCMS/VuStats Login IDs is enabled on the System-Parameters Customer-Options screen, you must enter an agent login ID or a range of login IDs in place of the physical extension or range of extensions. (VuStats is not supported with Offer Category B products. However, BCMS Login IDs are supported.)

Qualifiers1 2

monitor bcms split bcms system bcms vdn list bcms agent

38 Basic Call Management System (BCMS) Operations

Real-time reports

Real-time reports
BCMS provides three real-time reports:
q q q

BCMS split status BCMS system status BCMS VDN status

The BCMS split status report provides the current (real-time) status and cumulative measurement data for those agents assigned to the split you specify. The BCMS system status report provides current (real-time) status information for either all BCMS splits or selected splits. The BCMS VDN status report provides the current (real-time) status and cumulative measurement data for VDNs monitored by BCMS.

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Report reference

Split status report


Command
monitor bcms split (split number) [print]

Description
The BCMS split status report provides the current (real-time) status and cumulative measurement data for those agents assigned to the split you specify. This report displays data accrued since the last interval boundary. For example, if the interval is set for hourly, and you issue the command to display the BCMS Split Status report at 11:10 a.m., the report displays the data accrued since 11:00 a.m. Although this report is updated approximately every 30 seconds, you can immediately update the information on the screen by pressing UPDATE. At the beginning of the next interval, the report resets.

Sample report

monitor bcms split 30 BCMS SPLIT (AGENT) STATUS Split: 30 Split Name: HNT-61 Calls Waiting: 5 Oldest Call: 1:39 Staffed: 7 Avail: 1 ACD: 1 ACW: 2 Date:

Page

1 of

14:25 FRI OCT 26 2001

Acceptable Service Level: 20 % Within Service Level: AUX: 2 Extn Calls: 2 ACD CALLS 0 1 3 0 1 0 0 0 Other: 1 EXT OUT CALLS 0 0 0 0 0 1 0 0

AGENT NAME Agent Agent Agent Agent Agent Agent Agent $ 1 2 3 4 5 6 7

LOGIN ID 32191 32192 32193 32194 32195 32196 32197 32198

EXT 12345 12346 12347 12348 12349 12350 12351 12352

STATE Avail ACD ACW AUX Ext In Ext Out Other INIT

TIME 12:00 12:04 12:12 11:30 12:08 12:10 11:58 00:00

EXT IN CALLS 0 0 0 0 2 0 0 0

40 Basic Call Management System (BCMS) Operations

Real-time reports

Header definitions

Split status report Header Split Split Name Definition The split number specified with the command line. The administered name of the split. This name usually describes the purpose or service of the split (for example, sales, service, or help line). If no name exists, BCMS displays the split extension (for example, EXT 65222). The split name is limited to a maximum of 11 characters. If you enter more than 11 characters, the additional characters are not printed on the system printer. The number of calls currently queued and calls ringing at an agent telephone. If any of the calls in the queue are Direct Agent calls, an asterisk displays before the value in this field. The number of minutes and seconds that the oldest call in queue has been waiting to be answered. This includes calls ringing at an agent telephone. The desired time for an agent to answer a call for a given hunt group or VDN. Timing for a call begins when the call enters the hunt group queue. The percentage of calls answered within the administered service level. This field is blank if no calls have been recorded for this time interval or if there is no Acceptable Service Level administered on the Hunt Group screen. Note: Not available with Offer Category B products. Staffed The number of agents currently logged into the split. Staffed equals available agents, agents on ACD calls and agents in ACW, AUX, and Other. The number of agents in this split currently available to receive an ACD call. In order to be counted as being available, agents must be in either Auto-In (AI) or Manual-In (MI) work mode. If the agent is on another split call or is performing After Call Work for another split, the agent is not considered available and is not recorded here. If a call is ringing at the agent telephone or a call is on hold, the agent is not considered available unless Multiple Call Handling is active and the agent selects AI/MI with a call on hold.

Calls Waiting

Oldest Call

Acceptable Service Level % Within Service Level

Avail

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Split status report (continued) Header ACD Definition The number of agents who are currently on an ACD call for this split. This value also includes Direct Agent calls and those agents who are currently on ACD calls that flowed in from another split. The number of agents in this split who are currently in ACW mode for this split. If an agent is in ACW mode for another split, the agent is included in the Other state count for this split. ACW includes agents who are on extension-in and extension-out calls while in ACW. The number of agents in this split who are currently in the AUX work mode for this split. If an agent is answering a call from another split or is in ACW work mode for another split, that agent is not considered in AUX work mode for this split and is not included in this number. The agent is included in the Other state count. AUX includes agents who are on extension-in and extension-out calls while in AUX, Auto-In, and ManualIn. The number of agents in this split who are currently on non-ACD calls. These non-ACD calls may be either incoming (direct to the extension) or outgoing (direct from the extension). Those agents receiving or making extension calls while available, or while in the ACW or AUX work modes are recorded as being on extension calls. The number of agents in this split who:
q q q q q

ACW

AUX

Extn Calls

Other

Are on a call from another split Are in ACW work mode for another split Have placed a call on HOLD and made no other state selections Have a call ringing at their telephones Are dialing a number (to place a call or activate a feature)

All of the agents in the Other state are unavailable for ACD calls. AGENT NAME The name of the agent. Generally, this is the first or last name of the agent. However, if no name is administered on the telephone display, this field is left blank. When the field is blank, the data can be identified by the extension. The BCMS login IDs (taken from the BCMS/VuStats Login ID screen or EAS Login screen) for which you requested the report. This column is empty if BCMS login IDs are not optioned. (VuStats are not supported on Offer Category B products. However, BCMS Login IDs are supported.) The extension number for the agent.

LOGIN ID

EXT

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Real-time reports

Split status report (continued) Header STATE Definition The current work state for the agent. Possible work states are Avail, ACD, ACW, AUX, Extn, and Other. Unstaffed agents do not display on the report. When the system time is changed, agents are in the INIT state. Each agent remains in the INIT state until that agent takes a call or pushes a work mode button. The 24-hour clock time at which the agent entered this work state. The number of ACD calls that the agent has completed since the beginning of the current interval. This value includes any calls that flowed in from other splits. (Calls in process are not counted until they are completed.) The number of non-ACD calls that the agent has received (incoming) since the beginning of the current interval. (Calls in process are not counted until they are completed.) The maximum value is 255. If an extension-in call is active for less than the time set for the Abandon Call Timer, the call will not be counted in this field. The duration of such calls is counted as AUX/OTHER time. The number of non-ACD calls that the agent has made (outgoing) since the beginning of the current interval. (Calls in process are not counted until they are completed.) The maximum value is 255.

TIME ACD CALLS

EXT IN CALLS

EXT OUT CALLS

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System status report


Command
monitor bcms system [split number] [print]

Description
The BCMS system status report provides current (real-time) status information for either all BCMS splits or selected BCMS splits. This report displays data accrued since the last interval boundary. For example, if the interval is set to hour, and you issue the command to display the BCMS system status report at 11:10 a.m., the report displays the data accrued since 11:00 a.m. Although this report is updated approximately every 30 seconds, you can immediately update the information on the screen by pressing UPDATE. This report is reset at the beginning of the time interval (for example, hour or half-hour). When analyzing this report, keep the following things in mind:
q q

All averages are for completed calls only. A completed 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 example, 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. Asterisks indicate that the maximum for the associated field has been exceeded.

Sample report

monitor bcms system BCMS SYSTEM STATUS Date: 12:53 MON MAY 15, 1995 AVG TALK TIME 2:30 1:32 AVG % IN AFTER SERV CALL LEVL 1:25 :35 85 91

SPLIT NAME Service EXT 4000

AVG AVG CALLS OLDEST SPEED AVAIL ABAND ABAND ACD WAIT CALL ANS AGENT CALLS TIME CALLS 3 5 1:03 :33 :45 :15 0 0 3 11 :30 :45 20 36

44 Basic Call Management System (BCMS) Operations

Real-time reports

Header definitions

System status report Header SPLIT NAME CALLS WAIT Definition 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. The number of calls in the split queue that are currently waiting to be answered and calls ringing at an agent telephone. If any of the calls in the queue are Direct Agent calls, an asterisk displays before this field. The number of minutes and seconds the oldest call in queue has been waiting to be answered. This includes calls ringing at an agent telephone. The average amount of time it takes before the calls are answered by agents. This value includes time waiting in the queue and time ringing at the agent telephone. The calculation is:

OLDEST CALL AVG SPEED ANS

Sum of Each Completed Calls Time In Queue + Time Ringing -------------------------------------------------------------------------------------------------------------------------------------------------------------------Total Number of ACD Calls Answered
Keep the following things in mind:
q

Calls that flow in from other splits do not include time in queue from the other splits in this calculation. Also, the AVG SPEED ANS does not include time spent listening to a forced first announcement. A completed 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. Asterisks indicate that the maximum for the associated field has been exceeded.

AVAIL AGENT ABAND CALLS

The number of agents in this split who are currently available to receive an ACD call directed to this split. The total number of ACD callers 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 because no agents are staffed) are not counted as abandoned for the hunt group.

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System status report (continued) Header AVG ABAND TIME Definition The average time before an ACD call abandons. This does not include any time spent in another split queue before intraflowing to this split. The calculation is:

Total Abandon Time ----------------------------------------------------------------------------------------Total Number of Abandoned Calls


This value does not include time spent listening to a forced first announcement or calls that abandon while listening to a forced first announcement. ACD CALLS AVG TALK TIME The number of ACD calls completed during the current interval. This number also includes those calls that flow in from other splits. The average duration of ACD calls for each split. This calculation includes the time each agent spent talking but does not include ring time at an agent telephone. The calculation is:

Total ACD Talk Time --------------------------------------------------------------------------------------------------Total Number of ACD Calls Answered

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Real-time reports

System status report (continued) Header AVG AFTER CALL Definition The average ACW time for call-related ACW time completed by 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:

Total Call-Related ACW Time ------------------------------------------------------------------------------------------------------Number of Call-Related ACW Sessions


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 because the call was recorded in another interval. % IN SERV LEVL The percentage of calls answered within the administered service level for this split. Calculation is based on the following

accepted * 100 ----------------------------------------------------------------------------------------------------------------------ACDcalls + abandons + outflows + dequeued


where:
q

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 queue, but which was not answered, abandoned, or outflowed. This occurs with multiple split queuing. Note: Not available with Offer Category B products.

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VDN status report


Command
monitor bcms vdn extension [print]

Description
The VDN status report gives real-time status information for internally measured VDNs. You must specify the extensions of the VDNs you want the system to monitor. You can specify the extensions in a list or in a range format. For example, monitor bcms vdn 123456 123467 123530-123539.

Sample report

monitor bcms vdn 12345-12349 BCMS VECTOR DIRECTORY NUMBER STATUS Date: 15:30 Mon May 15, 1995 AVG CALLS OLDEST ACD SPEED WAIT CALL CALLS ANS 5 0 :25 :00 50 0 :39 :00 AVG ABAND ABAND CALLS TIME 5 0 :45 :00 AVG TALK/ CONN HOLD CALLS 2:30 :00 0 0 CALLS % IN BUSY/ SERV DISC LEVL 24 0 91 0

VDN NAME knives EXT 12346*

FLOW OUT 0 0

48 Basic Call Management System (BCMS) Operations

Real-time reports

Header definitions

VDN status report Header Date VDN NAME CALLS WAIT Definition The current date and time (updated every 30 seconds or when Update is pressed). The name of the VDN being reported. If the VDN does not have a name administered, this field displays EXT ## where ## is the VDN extension. The number of calls that encountered this VDN and have not been answered, abandoned, outflowed, or forced busy/disc. Includes calls in queues, in vector processing, and ringing at an agent telephone. The time the oldest call currently waiting has waited in the VDN. Timing starts when the call enters the VDN. The number of completed ACD calls answered in a BCMS-measured split. The split may have been reached via the queue-to-main, check backup, route-to, messaging split, or adjunct routing commands. Includes Direct Agent calls (EAS only). The average speed of answer for ACD and connect calls (see CONN CALLS below) that have completed for this VDN during the current period. This includes the time in vector processing, in a split queue, and time ringing. The calculation is:

OLDEST CALL ACD CALLS

AVG SPEED ANS

Total Answer Time -------------------------------------------------------------------------------------------------------------Total ACD Calls + Total CONNect CALLS


Answer time for a call is recorded when the call ends. For example, if a call originates in interval x, is answered in interval y, and ends in interval z, the associated answer and talk times are recorded in interval z. ABAND CALLS The number of calls to this VDN that have abandoned before being answered during the current period. This includes VDN calls that were routed to an attendant, telephone, or announcement, and abandoned before being answered. The average time abandoned calls waited before abandoning during the current period. The calculation is:

AVG ABAND TIME

Total Abandon Time ----------------------------------------------------------Total Calls Abandoned

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VDN status report (continued) Header AVG TALK/HOLD Definition The average talk time for ACD calls completed 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:

Total Talk Time ---------------------------------------ACD Calls


CONN CALLS The number of completed calls that were routed to a telephone, attendant, announcement, messaging split, or call pickup and were answered there. The number of calls that were routed to another VDN or to a trunk, including successful look-ahead attempts. The number of calls that were forced busy or forced disconnect during the current interval. This value includes:
q q q q

FLOW OUT CALLS BUSY/DISC

Calls that encountered a busy or disconnect vector step Calls disconnected by a stop vector step Calls forwarded to a split with a full queue Calls forwarded to a split with no available agents and no queue

This value does not include abandoned calls. % IN SERV LEVL The percent of calls offered that completed and were answered within the acceptable service level defined on the VDN screen. The calculation is:

accepted * 100 --------------------------------------calls offered


calls offered is defined as: acdcalls + flowout calls + abandoned + connect + busy/disc accepted is the number of ACD and CONNect calls that were answered within the administered 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 screen. Note: Not available with Offer Category B products.

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Historical reports

Historical reports
BCMS provides eight historical reports. These reports give you information for an interval of time. You can print the reports for a period of time measured in minutes or hours, or a period of time measured in days. The types of BCMS historical reports are as follows:
q q q q q q q q

Agent Agent summary Split Split summary Trunk group Trunk group summary VDN VDN summary

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Agent report
Command
list bcms agent extension/loginID [time] [staffed] [start time] [stop time][print/schedule] list bcms agent extension/loginID [day] [staffed] [start day] [stop day] [print/schedule]

Description
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. When analyzing this report, keep the following in mind:
q q

All averages are for completed calls only. A completed 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 example, 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.

Asterisks indicate that the maximum for the associated field has been exceeded.

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Historical reports

Sample reports
Hourly report
list bcms agent 4222 8:00 BCMS AGENT REPORT Switch Name: Lab Model Agent: 4222 Agent Name: s-jones AVG TALK TIME TOTAL AFTER CALL TOTAL AVAIL TIME Date: 11:05 am MON MAY 15, 1995

TIME 8:00- 9:00 9:00-10:00 10:00-11:00 ----------SUMMARY

ACD CALLS

TOTAL AUX/ EXTN OTHER CALLS

AVG EXTN TIME

TOTAL TIME STAFFED

TOTAL HOLD TIME

10 1:15 7:30 25:00 10:40 1 4:00 60:00 :20 18 1:40 18:00 4:20 :00 2 3:20 60:00 1:00 10 1:20 8:20 16:10 :00 0 :00 38:00 :10 ----- ------ ------- ------- ------- ----- ----- -------- -----38 1:28 33:50 45:30 10:40 3 3:33 158:00 1:30

Daily report
list bcms agent 4222 day 5/13 BCMS AGENT REPORT Switch Name: Lab Model Agent: 4222 Agent Name: s-jones AVG TALK TIME TOTAL AFTER CALL TOTAL AVAIL TIME Date: 11:05 am MON MAY 15, 1995

DAY 5/14/95 5/13/95 ----------SUMMARY

ACD CALLS

TOTAL AUX/ EXTN OTHER CALLS

AVG EXTN TIME

TOTAL TIME STAFFED

TOTAL HOLD TIME

200 1:30 100:00 35:00 80:00 10 2:00 540:00 5:00 38 1:28 34:12 45:30 10:40 3 3:33 158:00 1:30 ----- ------ ------- ------- ------- ----- ----- -------- -----238 1:30 134:12 80:30 90:40 13 2:22 698:00 6:30

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Header definitions

Agent report Header Agent Agent Name TIME/DAY Definition The extension or login ID of the agent. The name of the agent. If no name is administered, this field displays EXT ## where ## is the agent extension. 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 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 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 data accrued for the previous 6 days and data accrued through the most recently completed interval (hour or half-hour) for the current day. The number of ACD calls answered by this agent for all splits during the reporting interval. This value includes calls that flowed in from other splits and Direct Agent calls. The average duration of ACD calls for all splits the agent was logged into. This value includes time spent talking but does not include the amount of time the agent was holding an ACD call or ring time at the agent telephone. The calculation is:

ACD CALLS

AVG TALK TIME

Total ACD Talk Time --------------------------------------------------------------------------------------------------Total Number of ACD Calls Answered


TOTAL AFTER CALL The total amount of time that the agent spent in call-related or non-callrelated ACW work states for all splits during the reporting interval. This includes time agents spent on extension-in and extension-out calls while in the ACW work mode. 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.

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Historical reports

Agent report (continued) Header TOTAL AVAIL TIME Definition The sum of the time that the agent was available to receive ACD calls during the reporting interval. During this time, the agent:
q q q

Was in Auto-In or Manual-In work mode for at least one split Was not in ACW in any split Was not on any call or placing any call (unless Multiple Call Handling [MCH] is active) Did not have ringing calls

TOTAL AUX/OTHER

The total time that this agent was unavailable to receive calls in any split during the reporting interval. A split totals AUX TIME whenever any agent is logged into the split and:
q q q

Receives an EXTN call while in AUX or AVAIL state Makes an EXTN call while in AUX or AVAIL state Presses his or her AUX button

Note that if the agent was in Other for all logged-in splits, that time is reflected here. For example, ringing calls can cause several seconds of AUX/OTHER time to accrue. For the agent report, any non-ACD call time is also totaled in the AVG EXTN TIME column. Two points of contrast are:
q

The measurement TOTAL AUX/OTHER is time-interval based, rather than call-related. For example, assuming that the previously identified stipulations are met, if the agent is in AUX from 9:55 to 10:05, 5 minutes is recorded in the 9:00 to 10:00 time interval and 5 minutes is recorded in the 10:00 to 11:00 time interval. The measurement AVG EXTN TIME is call related. For example, if an agent is on a non-ACD call from 9:55 to 10:05, the call and 10 minutes of EXTN time is recorded 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. If an extension-in call is active for less than the time set for the Abandon Call Timer, the call will not be counted in this field.

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Agent report (continued) Header AVG EXTN TIME Definition 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 Ext Time ------------------------------------------------------------------Total Number of Ext Calls


If an extension-in call is active for less than the time set for the Abandon Call Timer, the call will not be counted and the duration of the call will be counted as AUX/OTHER time. TOTAL TIME STAFFED The total time that the agent spent logged into at least one split during the reporting interval. Staff time is clocked for an agent who is in multiple splits as long as the agent is logged into any split. Concurrent times for each split are not totaled. The total time that the agent placed ACD calls on hold. This time is the caller hold time and is independent of the state of the agent. TOTAL HOLD TIME does not include the hold time for non-ACD calls. The total of each of the columns that do not contain averages. Columns that do contain averages are the total time divided by the total number of calls.

TOTAL HOLD TIME SUMMARY

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Historical reports

Agent summary report


Command
list bcms summary agent extension|loginID [time] [staffed] [start time] [stop time][print/schedule] list bcms summary agent extension|loginID [day] [staffed] [start day] [stop day] [print/schedule]

Description
This report is similar to the BCMS agent report except that this report provides one line of data for each agent. You can specify one or more agents by entering agent IDs or extensions. Data for an agent does not appear on the report if there is no data for that agent. If you specify that you want the report to include more than one time period, and the 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 times are not included in the calculations.

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Sample reports
Hourly summary
list bcms summary agent 4222-4224 4869 time 8:00-12:00 BCMS AGENT SUMMARY REPORT Switch Name: Lab Model Time: 8:00-12:00 AVG TALK TIME TOTAL AFTER CALL TOTAL AVAIL TIME Date: 11:05 am MON MAY 15, 1995

AGENT NAME s-jones t-anderson j-jacobsen ----------SUMMARY

ACD CALLS

TOTAL AUX/ EXTN OTHER CALLS

AVG EXTN TIME

TOTAL TIME STAFFED

TOTAL HOLD TIME

10 1:15 7:30 25:00 10:40 1 4:00 60:00 :20 18 1:40 18:00 4:20 :00 2 3:20 60:00 1:00 10 1:20 8:20 16:10 :00 0 :0 38:00 :10 ----- ------ ------- ------- ------- ----- ----- -------- -----38 1:28 33:50 45:30 10:40 3 3:33 158:00 1:30

Daily summary
list bcms sum agent 4222-4223 4869 day 5/14 BCMS AGENT SUMMARY REPORT Switch Name: Lab Model Day: 5/14 AVG TALK TIME TOTAL AFTER CALL TOTAL AVAIL TIME Date: 11:05 am MON MAY 15, 1995

AGENT NAME s-jones t-anderson j-jacobsen ----------SUMMARY

ACD CALLS

TOTAL AUX/ EXTN OTHER CALLS

AVG EXTN TIME

TOTAL TIME STAFFED

TOTAL HOLD TIME

10 1:15 7:30 25:00 10:40 1 4:00 60:00 :20 18 1:40 18:00 4:20 :00 2 3:20 60:00 1:00 10 1:20 8:20 16:10 :00 0 :0 38:00 :10 ----- ------ ------- ------- ------- ----- ----- -------- -----38 1:28 33:50 45:30 10:40 3 3:33 158:00 1:30

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Historical reports

Header definitions

Agent summary report Header Time/Day Definition 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 completed interval (hour or half-hour). The name of the agent. If no name is administered, this field displays EXT ## where ## is the agent extension. The number of ACD calls answered by this agent for all splits during the reporting interval. This value includes calls that flowed in from other splits and Direct Agent calls. The average duration of ACD calls for all splits the agent was logged into. This value includes time spent talking but does not include the amount of time the agent was holding an ACD call or ring time at the agent telephone. The calculation is:

AGENT NAME ACD CALLS

AVG TALK TIME

Total ACD Talk Time --------------------------------------------------------------------------------------------------Total Number of ACD Calls Answered


TOTAL AFTER CALL The total amount of time that the agent spent in call-related or non-callrelated ACW work states for all splits during the reporting interval. This includes time agents spent on extension-in and extension-out calls while in the ACW work mode. 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.

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Agent summary report (continued) Header TOTAL AVAIL TIME Definition The sum of the time that the agent was available to receive ACD calls during the current interval. During this time, the agent:
q q q

Was in Auto-In or Manual-In work mode for at least one split Was not in ACW in any split Was not on any call or placing any call (unless Multiple Call Handling [MCH] is active) Did not have ringing calls

TOTAL AUX/OTHER

The total time that each agent was unavailable to receive calls in any split during the reporting interval. A split totals AUX TIME whenever any agent is logged into the split and:
q q q

Receives an EXTN call while in AUX or AVAIL state Makes an EXTN call while in AUX or AVAIL state Presses his or her AUX button

Note that if the agent was in Other for all logged-in splits, that time is reflected here. For example, ringing calls can cause several seconds of AUX/OTHER time to accrue. For the agent report, any non-ACD call time is also totaled in the AVG EXTN TIME column. Two points of contrast are:
q

The measurement TOTAL AUX/OTHER is time-interval based, rather than call-related. For example, assuming that the previously identified stipulations are met, if the agent is in AUX from 9:55 to 10:05, 5 minutes is recorded in the 9:00 to 10:00 time interval and 5 minutes is recorded in the 10:00 to 11:00 time interval. The measurement AVG EXTN TIME is call related. For example, if an agent is on a non-ACD call from 9:55 to 10:05, the call and 10 minutes of EXTN time is recorded 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. If an extension-in call is active for less than the time set for the Abandon Call Timer, the call will not be counted in this field.

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Agent summary report (continued) Header AVG EXTN TIME Definition 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 Ext Time ------------------------------------------------------------------Total Number of Ext Calls


If an extension-in call is active for less than the time set for the Abandon Call Timer, the call will not be counted and the duration of the call will be counted as AUX/OTHER time. TOTAL TIME STAFFED The total time that the agent spent logged into at least one split during the reporting interval. Staff time is clocked for an agent who is in multiple splits as long as the agent is logged into any split. Concurrent times for each split are not totaled. The total time that the agent placed ACD calls on hold. This time is the caller hold time and is independent of the state of the agent. TOTAL HOLD TIME does not include the hold time for non-ACD calls. The total of each of the columns that do not contain averages. Columns that do contain averages are the total time divided by the total number of calls.

TOTAL HOLD TIME SUMMARY

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Split report
Command
list bcms split (split number) [time] [start time] [stop time] [print/schedule] list bcms split (split number) [day] [start day] [stop day] [print/schedule]

Description
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 halfhour), including data from the most recently completed time interval. To get information on the current time interval, you must use a monitor bcms command. When analyzing this report, keep the following in mind:
q q

All averages are for completed calls only. A completed 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 example, 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. Asterisks within a field indicate that the maximum for that field has been exceeded.

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Sample reports
Hourly report
list bcms split 3 time 8:00-10:00 BCMS SPLIT REPORT Switch Name: Lab Model Split: 03 Split Name: services AVG ACD SPEED ABAND CALLS ANS CALLS AVG ABAND TIME AVG TALK TIME Date: 11:05 am MON MAY 15, 1995 Acceptable Service Level: 17 TOTAL AFTER CALL TOTAL % IN AUX/ AVG SERV OTHER STAFF LEVL

TIME

FLOW FLOW IN OUT

8:00- 9:00 32 :25 4 9:00-10:00 8 :07 1 ----------- ----- ----- ----SUMMARY 40 :21 5

:32 5:15 16:00 :03 3:20 :00 ----- ----- ------:26 4:52 :26

3 5 3:30 4.0 80* 0 0 9:30 2.2 85 ---- ---- ------ ----- --3 5 13:00 3.1 81

Daily report
list bcms split 3 day 5/14/95 BCMS SPLIT REPORT Switch Name: Lab Model Split: 03 Split Name: services AVG ACD SPEED ABAND CALLS ANS CALLS 40 :21 ----- ----40 :21 5 ---5 AVG ABAND TIME AVG TALK TIME Date: 11:05 am MON MAY 15, 1995 Acceptable Service Level: 17 TOTAL AFTER CALL TOTAL % IN AUX/ AVG SERV OTHER STAFF LEVL

DAY 5/14/95 -------SUMMARY

FLOW FLOW IN OUT

:26 4:52 17:20 3 5 13:00 3.1 81 ----- ----- ------- ---- ---- ------- ----- --:26 4:52 17:20 3 5 13:00 3.1 81

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Header definitions

Split report Header Split Split Name Acceptable Service Level TIME/DAY Definition The split number specified with the command line. Displays the name that is administered for this split number. If no name exists, BCMS displays the split extension (for example, EXT 65432). The desired time for an agent to answer a call for a given hunt group. Timing for a call begins when the call enters the hunt group queue. 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 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 6 days and data accrued through the most recently completed interval (hour or half-hour). 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 (EAS only) calls. The average amount of time answered ACD calls (split and Direct Agent) spent in queue and ringing at an agent telephone before being answered during the reporting interval. Calls that flowed in do not have queue time from the previous split included in this average. This calculation is:

ACD CALLS

AVG SPEED ANS

Sum of Each Completed Calls Time In Queue + Time Ringing -------------------------------------------------------------------------------------------------------------------------------------------------------------------Total Number of ACD Calls Answered
Keep the following in mind:
q

This value does not include time listening to a forced first announcement. A completed 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.

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Split report (continued) Header ABAND CALLS Definition The total number of ACD calls that have hung up while waiting to be answered during 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 forced first announcement and abandons during the announcement, or because no agents are staffed) are not counted as abandoned. Also, calls that abandon while on hold are not counted as abandoned. The average time before an ACD call abandons. This value does not include any time spent in another split queue before flowing into this split. The calculation is:

AVG ABAND TIME

Total Abandon Time ----------------------------------------------------------------------------------------Total Number of Abandoned Calls


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 (split and direct agent) for each split. This includes time spent talking. The calculation does not include ring time at an agent telephone or time spent on hold. The calculation is:

Total ACD Talk Time --------------------------------------------------------------------------------------------------Total Number of ACD Calls Answered


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. The total number of completed calls that this split received as a coverage point (intraflowed) from another BCMS-measured split, or are call forwarded (interflowed) to this split and completed 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 when a call ends.

FLOW IN

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Split report (continued) Header FLOW OUT Definition The total number of calls queued to this split that were:
q

Successfully sent to the split coverage point after queuing for the specified dont answer interval. (This does not include calls that went to coverage based on any other criterion.) Forwarded-out via call forwarding. Forwarded-out via a route-to extension vector step. Answered via the Call Pickup feature. Forwarded-out via Look Ahead Interflow. First queued to this split and were answered by the second or third split. Redirected back to this split or its coverage path due to Redirect On No Answer timing.

q q q q q

FLOW OUTs are recorded when a call ends.

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Split report (continued) Header FLOW OUT (continued) Definition In a multiple split-queuing environment, inflows and outflows become a bit more complicated. Consider the following scenarios:
q

If a multiple queued call is answered in a nonprimary split (that is, a second or third split), an outflow is recorded in the statistics for the first split, and an inflow and an answer are recorded in the statistics for the answering split. For example, suppose there are three splits numbered 1 through 3. A call comes in for split 1, but all agents in this split are busy. The call goes into queue for splits 2 and 3. An agent in split 3 answers the call. In this example, an outflow is recorded in the statistics for split 1, and an inflow and an answer are recorded in the statistics for split 3. A dequeued call is counted for split 2. If the call is answered in the primary split, no inflows or outflows are recorded for any split. Splits 2 and 3 record the call as dequeued. If a call is queued to three splits (for example, splits 1, 2, and 3, with split 1 being the primary split), encounters a route-to command that sends the call to another VDN, that queues to different splits (for example, splits 4 and 5), an outflow is recorded in the statistics for split 1. If the call is answered in split 4, an answer is recorded in the statistics for split 4. However, no inflow is recorded to the statistics for split 4. If the call is answered in split 5, an outflow is recorded for the statistics for split 4, and both an inflow and an answer are recorded in the statistics for split 5. 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.

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Split report (continued) Header TOTAL AUX/OTHER Definition The total time that logged-in agents in this split were unavailable to receive calls 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 agents spent on another split call or in ACW for another split. For example, a split totals AUX TIME whenever any agent logs into the split and:
q q q

Receives an EXTN call while in AUX or AVAIL state Makes an EXTN call while in AUX or AVAIL state Presses his or her AUX button

Furthermore, the split 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, 5 minutes is recorded in the 9:00 to 10:00 time interval and 5 minutes is recorded in the 10:00 to 11:00 time interval. AVG STAFF The average number of agents who were logged into this split (staffed) during the reporting interval.

Total Staff Time ----------------------------------------Time Interval

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Split report (continued) Header % IN SERV LEVL Definition The percentage of calls answered within the administered service level.

accepted * 100 ----------------------------------------------------------------------------------------------------------------------ACDcalls + abandons + outflows + dequeued


where:
q

accepted is calls answered when queue time for that call was less than or equal to the administered service level for the split dequeued is a call that encountered the split queue, but that was not answered, abandoned, or outflowed. This occurs with multiple split queuing.

An asterisk next to a value in this field indicates that the acceptable service level changed during the time period. Note: Not available with Offer Category B products. 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 CALL, FLOW IN, FLOW OUT, AUX TIME, and TOTAL HOLD TIME columns, the summary is the sum of individual time intervals or specified days.

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Split summary report


Command
list bcms summary split (split number) [time] [start time] [stop time] [print/schedule] list bcms summary split (split number) [day] [start day] [stop day] [print/schedule]

Description
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 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. This report is similar to the split report except that this report provides one line of data for each split, which includes all data for the specified times. Data for 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 times are not included in the calculations. When analyzing this report, keep the following in mind:
q q

All averages are for completed calls only. Asterisks indicate that the maximum for the associated field has been exceeded.

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Sample reports
Hourly summary
list bcms summary split 5 3 time 9:00-16:00 BCMS SPLIT SUMMARY REPORT Switch Name: Lab Model Time: 9:00-16:00 AVG ACD SPEED ABAND CALLS ANS CALLS 32 :25 8 :07 ----- ----40 :21 4 1 ---5 AVG ABAND TIME AVG TALK TIME Date: 11:05 am MON MAY 15, 1995

SPLIT NAME Sales Service -------SUMMARY

TOTAL AFTER CALL

FLOW FLOW IN OUT

TOTAL % IN AUX/ AVG SERV OTHER STAFF LEVL

:32 5:15 16:00 3 5 3:30 4.0 75 :03 3:20 :00 0 0 9:30 2.2 83* ----- ----- ------- ---- ---- ------- ----- --:26 4:52 16:00 3 5 13:00 3.1 76

Daily summary
list bcms summary split 5 3 day BCMS SPLIT SUMMARY REPORT Switch Name: Lab Model Day: 5/15/95 AVG ACD SPEED ABAND CALLS ANS CALLS 32 :25 8 :07 ----- ----40 :21 4 1 ---5 AVG ABAND TIME AVG TALK TIME Date: 11:05 am MON MAY 15, 1995

SPLIT NAME Sales Service -------SUMMARY

TOTAL AFTER CALL

FLOW FLOW IN OUT

TOTAL % IN AUX/ AVG SERV OTHER STAFF LEVL

:32 5:15 16:00 3 5 3:30 4.0 75 :03 3:20 :00 0 0 9:30 2.2 83* ----- ----- ------- ---- ---- ------- ----- --:26 4:52 16:00 3 5 13:00 3.1 76

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Header definitions

Split summary report Header Time/Day Definition 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 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 6 days and data accrued through the most recently completed interval (hour or half-hour). Displays the name that is administered for this split number. If no name exists, BCMS displays the split extension (for example, EXT 65432). The number of ACD calls completed for this split during the current interval. This number includes calls that flowed in from other splits and Direct Agent calls. The average amount of time answered ACD calls (split and Direct Agent) spent in queue and ringing at an agent telephone before being answered during the reporting interval. Calls that flowed in do not have queue time from the previous split included in this average. This calculation is:

SPLIT NAME ACD CALLS

AVG SPEED ANS

Sum of Each Completed Calls Time In Queue + Time Ringing -------------------------------------------------------------------------------------------------------------------------------------------------------------------Total Number of ACD Calls Answered
Keep the following in mind:
q

This value does not include time listening to a forced first announcement. Asterisks indicate that the maximum for the associated field has been exceeded.

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Split summary report (continued) Header ABAND CALLS Definition The total number of ACD calls that have hung up while waiting to be answered during this time interval. This value includes those callers that hung up while in queue or while ringing. It also includes calls with a talk time that is less than the value administered for the BCMS/VuStats Abandon Call Timer. Calls that are not queued (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. Also, calls that abandon while on hold are not counted as abandoned. The average time before an ACD call abandons. This value does not include any time spent in another split queue before flowing into this split. The calculation is:

AVG ABAND TIME

Total Abandon Time ----------------------------------------------------------------------------------------Total Number of Abandoned Calls


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 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 telephone or time spent on hold. The calculation is:

Total ACD Talk Time --------------------------------------------------------------------------------------------------Total Number of ACD Calls Answered


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. The total number of completed calls that this split received as a coverage point (intraflowed) from another BCMS-measured split, or that are call forwarded (interflowed) to this split and completed 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 IN

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Split summary report (continued) Header FLOW OUT Definition The total number of calls queued to this split that were:
q

Successfully sent to the split coverage point after queuing for the specified dont answer interval. (This does not include calls that went to coverage based on any other criterion.) Forwarded-out via call forwarding. Forwarded-out via a route-to extension vector step. Answered via the Call Pickup feature. Forwarded-out via Look Ahead Interflow. First queued to this split and were answered by the second or third split. Redirected back to this split or its coverage path due to Redirect On No Answer timing.

q q q q q

FLOW OUTs are recorded when a call ends.

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Split summary report (continued) Header FLOW OUT (continued) Definition In a multiple split-queuing environment, inflows and outflows become a bit more complicated. Consider the following scenarios:
q

If a multiple queued call is answered in a nonprimary split (that is, a second or third split), an outflow is recorded in the statistics for the first split, and an inflow and an answer are recorded in the statistics for the answering split. For example, suppose there are three splits numbered 1 through 3. A call comes in for split 1, but all agents in this split are busy. The call goes into queue for splits 2 and 3. An agent in split 3 answers the call. In this example, an outflow is recorded in the statistics for split 1, and an inflow and an answer are recorded in the statistics for split 3. A dequeued call is counted for split 2. If the call is answered in the primary split, no inflows or outflows are recorded for any split. Splits 2 and 3 record the call as dequeued. If a call is queued to three splits (for example, splits 1, 2, and 3, with split 1 being the primary split), encounters a route-to command that sends the call to another VDN, that queues to different splits (for example, splits 4 and 5), an outflow is recorded in the statistics for split 1. If the call is answered in split 4, an answer is recorded in the statistics for split 4. However, no inflow is recorded to the statistics for split 4. If the call is answered in split 5, an outflow is recorded for the statistics for split 4, and both an inflow and an answer are recorded in the statistics for split 5. 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.

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Split summary report (continued) Header TOTAL AUX/OTHER Definition The total time that logged-in agents in this split were unavailable to receive calls 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 agents spent on another split call or in ACW for another split. For example, a split totals AUX TIME whenever any agent is logged into the split and:
q q q

Receives an EXTN call while in AUX or AVAIL state Makes an EXTN call while in AUX or AVAIL state Presses his or her AUX button

Furthermore, the split 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, 5 minutes is recorded in the 9:00 to 10:00 time interval and 5 minutes is recorded in the 10:00 to 11:00 time interval. AVG STAFF The average number of agents who were logged into this split (staffed) during the reporting interval.

Total Staff Time ----------------------------------------Time Interval

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Split summary report (continued) Header % IN SERV LEVL Definition The percentage of calls answered within the administered service level.

accepted * 100 ----------------------------------------------------------------------------------------------------------------------ACDcalls + abandons + outflows + dequeued


where:
q

accepted is calls answered when the queue time for that call was less than or equal to the administered service level for the split dequeued is a call that encountered the split queue, but that was NOT answered, abandoned, or outflowed. This occurs with multiple split queuing.

An asterisk next to a value in this field indicates that the acceptable service level changed during the time period. Note: Not available with Offer Category B products. 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 CALL, FLOW IN, FLOW OUT, AUX TIME, and TOTAL HOLD TIME columns, the summary is the sum of individual time intervals or specified days.

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Trunk group report


Command
list bcms trunk (group number) [time] [start time] [stop time] [print/schedule] list bcms trunk (group number) [day] [start day] [stop day] [print/schedule]

Description
The BCMS trunk group report gives statistical information for all BCMS measured 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 optimal number of trunks for the trunk group. 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. When analyzing this report, keep the following in mind:
q q

All averages are for completed calls only. A completed 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 example, 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. Asterisks in a field indicate that the maximum for that field has been exceeded. A single asterisk at the end of a time or date field indicates that during the interval, trunk group administration that changed the number of trunks occurred.

q q

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Sample reports
Time interval report
list bcms trunk 1 time 8:00 11:00 BCMS TRUNK GROUP REPORT Date: 12:59 pm THU APR 20, 1995 Number of Trunks: 11 | CCS | CALLS 1 4 0 ----5 OUTGOING COMP TIME |%ALL %TIME CCS|BUSY MAINT 0 0 0 --0 0 0 0 --0

Switch Name: Lab Model Group: 1 Group Name: TG 1

TIME

| INCOMING |CALLS ABAND TIME

8:00- 9:00* 23 9:00-10:00 35 10:00-11:00 24 ----------- ----SUMMARY 82

2 2:15 31.02 2 1:48 35.74 1 1:40 22.93 ---- ------ -------5 1:54 29.89

1 1:36 .96 4 1:42 4.08 0 :00 .00 ---- ------ -----5 1:39 2.52

Daily report
list bcms trunk 1 day 4/17 BCMS TRUNK GROUP REPORT Date: 12:59 pm THU APR 20, 1995 Number of Trunks: 11 | CCS | CALLS 5 ----5 OUTGOING COMP TIME |%ALL CCS|BUSY 0 --0 %TIME MAINT 0 --0

Switch Name: Lab Model Group: 1 Group Name: TG 1

DAY 4/17/95* ----------SUMMARY

| INCOMING |CALLS ABAND TIME 82 ----82

5 1:54 29.89 ---- ------ -------5 1:54 29.89

5 1:39 2.52 ---- ------ -----5 1:39 2.52

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Header definitions

Trunk group report Header Group Group Name Number of Trunks TIME/DAY Definition The trunk group number specified with the command line. The name that is administered for this trunk group. If no name is administered, this field is displayed as blank. The number of individual trunks in the trunk group at the end of the first interval being reported. 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 previous 24 time intervals. 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 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 data accrued for the previous six days and data accrued through the most recently completed interval (hour or half-hour). If switch administration causes the number of trunks in a BCMS-measured trunk group to change during a day or a time interval, an asterisk displays in the DAY/TIME field. The total number of incoming calls carried by this trunk group. The number of incoming calls that queued to ACD splits, then abandoned without being answered by a staffed agent within this split during the reporting interval. This value also includes calls with a talk time that is less than the value administered for the BCMS/VuStats Abandon Call Timer (not supported with the Offer Category B products). Calls that cannot queue (for example, queue full, or calls that receive a busy signal from the Central Office because there are no available trunks) are not included in the INCOMING ABAND number. Included are calls directly to staffed ACD agents that are unanswered.

INCOMING CALLS INCOMING ABAND

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Trunk group report (continued) Header INCOMING TIME Definition The average holding time for incoming calls to this trunk group during the specified reporting interval. Holding time is defined as the length of time in minutes and seconds that a facility is used during a call. The calculation for incoming time is:

Total Holding Time for all Incoming Calls ---------------------------------------------------------------------------------------------------------Total Number of Incoming Calls
INCOMING CCS OUTGOING CALLS OUTGOING COMP The total holding time (usage) for incoming calls to the trunk group during the specified reporting interval. The units are expressed in hundred call seconds (CCS). The total number of outgoing calls for this trunk group during the specified reporting interval. The total number of outgoing calls that were placed over this trunk group and answered during the specified reporting interval. Completion is determined by whichever occurs first:
q q

return of network answer supervision, or a call that lasts longer than the answer supervision time-out parameter.

OUTGOING TIME

The average holding time for outgoing calls during the specified reporting interval. The calculation is:

Total Holding Time for Outgoing Calls --------------------------------------------------------------------------------------------------Total Number of Outgoing Calls
OUTGOING CCS The total holding time (usage) for outgoing calls from this trunk group. The units are expressed in CCS.

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Trunk group report (continued) Header % ALL BUSY Definition The percentage of time that all the trunks in this trunk group were busy. This value includes trunks that are maintenance busy. The calculation is:

Total of all Busy Times ----------------------------------------------------------- ( 100 ) -X Time Interval


where Busy Times is expressed in minutes and is the sum of all times when all trunks were simultaneously busy. % TIME MAINT The percentage of time that one or more trunks have been busied-out for maintenance. The calculation is:

Total Maintenance Busy Time x 100 ---------------------------------------------------------------------------------------------------------------Time Interval x Number of Trunks in Group
where:
q

Total Maintenance Busy Time is the sum of Maintenance Busy Time (in minutes) for all trunks (individually) in this trunk group during this interval Time Interval is expressed in minutes (for example, 30 if using a halfhour interval, 60 if using a one-hour interval, and 1440 if using a daily summary)

For reporting purposes, call data is stored during the time interval (hour or half-hour) that the trunk goes idle, not when the telephone releases. Also, changing the number of trunks in a trunk group can cause unexpected results for that interval.

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Trunk group summary report


Command
list bcms summary trunk (group number) [time] [start time] [stop time] [print/schedule] list bcms summary trunk (group number) [day] [start day] [stop day] [print/schedule]

Description
The BCMS trunk group summary report provides information about BCMS-measured trunk groups. You can specify the trunk groups you want included in the report. The BCMS trunk group report can be used by the ACD administrator and/or manager to monitor use of one or more trunk groups and to determine the optimal number of trunks for the trunk groups. Note that this applies only to trunk groups measured by BCMS. This report is similar to the BCMS trunk group report except that the information for a trunk group displays on separate lines of the report, with totals of activity for all trunks in the trunk group for the specified time. You can print the report for a certain time period specified in either hours or days (up to 7 days). The report displays only the information that exists and does not identify absent data. If data does not exist for a specified trunk group, that trunk group does not appear on the report. Also, if information does not exist for a portion of the specified time period, the report displays all existing information but does not identify where there is no data. When analyzing this report, keep the following in mind:
q q q

All averages are for completed calls only. Asterisks in a field indicate that the maximum for that field is exceeded. A single asterisk at the end of a time or date field indicates that during the interval, trunk group administration that changed the number of trunks occurred.

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Sample reports
Hourly report
list bcms trunk sum 23-25 time 8:00 BCMS TRUNK GROUP SUMMARY REPORT Switch Name: Lab Model Time: 8:00-13:00 | INCOMING |CALLS ABAND TIME 23 35 24 ----82 | CCS | CALLS Date: 12:59 pm THU APR 20, 1995

GROUP NAME IN-800 OUT-WATTS* TIE-GROUP ----------SUMMARY

OUTGOING COMP TIME

|%ALL %TIME CCS|BUSY MAINT 0 0 0 --0 0 0 0 --0

2 2:15 31.02 2 1:48 35.74 1 1:40 22.93 ---- ------ -------5 1:54 29.89

1 1 1:36 0.96 4 4 1:42 4.08 0 0 :00 0.00 ----- ----- ------ -----5 5 1:39 2.52

Daily report
list bcms trunk sum 23 day 5/17/92 BCMS TRUNK GROUP SUMMARY REPORT Switch Name: Lab Model Day: 5/17/95 | INCOMING |CALLS ABAND TIME 82 ----82 | CCS | CALLS Date: 12:59 pm THU APR 20, 1995

GROUP NAME IN-800* ----------SUMMARY

OUTGOING COMP TIME

|%ALL %TIME CCS|BUSY MAINT 0 --0 0 --0

5 1:54 29.89 ---- ------ -------5 1:54 29.89

5 5 1:39 2.52 ----- ----- ------ -----5 5 1:39 2.52

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Historical reports

Header definitions

Trunk group summary report Header Time/Day Definition 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 previous 24 time intervals. 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 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 data accrued for the previous six days and data accrued through the most recently completed interval (hour or half-hour). If switch administration causes the number of trunks in a BCMSmeasured trunk group to change during a day or a time interval, an asterisk displays in the DAY/TIME field. The name that is administered for this trunk group. If no name is administered, this field is displayed as blank. The total number of incoming calls carried by this trunk group. The number of incoming calls that queued to ACD splits, then abandoned without being answered by a staffed agent within this split during the reporting interval. Calls that cannot queue (for example, queue full, or calls that receive a busy signal from the Central Office because there are no available trunks) are not included in the INCOMING ABAND number. Included are calls directly to staffed ACD agents that are unanswered. The average holding time for incoming calls to this trunk group during the specified reporting interval. Holding time is defined as the length of time in minutes and seconds that a facility is used during a call. The calculation for incoming time is:

GROUP NAME INCOMING CALLS INCOMING ABAND

INCOMING TIME

Total Holding Time for all Incoming Calls ---------------------------------------------------------------------------------------------------------Total Number of Incoming Calls
INCOMING CCS The total holding time (usage) for incoming calls to the trunk group during the specified reporting interval. The units are expressed in hundred call seconds (CCS).

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Trunk group summary report (continued) Header OUTGOING CALLS OUTGOING COMP Definition The total number of outgoing calls for this trunk group during the specified reporting interval. The total number of outgoing calls that were placed over this trunk group and answered during the specified reporting interval. Completion is determined by whichever occurs first:
q q

return of network answer supervision, or a call that lasts longer than the answer supervision time-out parameter.

OUTGOING TIME

The average holding time for outgoing calls during the specified reporting interval. The calculation is:

Total Holding Time for Outgoing Calls --------------------------------------------------------------------------------------------------Total Number of Outgoing Calls
OUTGOING CCS % ALL BUSY The total holding time (usage) for outgoing calls from this trunk group. The units are expressed in CCS. The percentage of time that all the trunks in this trunk group were busy. This value includes trunks that are maintenance busy. The calculation is:

Total of all Busy Times ----------------------------------------------------------- ( 100 ) -X Time Interval


where Busy Times is expressed in minutes and is the sum of all times when all trunks were simultaneously busy. % TIME MAINT The percentage of time that one or more trunks have been busied-out for maintenance purposes. The calculation is:

Total Maintenance Busy Time x 100 ---------------------------------------------------------------------------------------------------------------Time Interval x Number of Trunks in Group
where:
q

Total Maintenance Busy Time is the sum of Maintenance Busy Time (in minutes) for all trunks (individually) in this trunk group during this interval Time Interval is expressed in minutes (for example, 30 if using a halfhour interval, 60 if using a one-hour interval, and 1440 if using a daily summary)

For reporting purposes, call data is stored during the time interval (hour or half-hour) that the trunk goes idle, not when the telephone releases. Also, changing the number of trunks in a trunk group can cause unexpected results for that interval.

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Historical reports

VDN report
Command
list bcms vdn extension [time] [start time] [stop time] [print/schedule] list bcms vdn extension [day] [start day] [stop day] [print/schedule]

Description
The BCMS VDN report provides statistical information for the specified VDN. 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 interval. When analyzing this report, keep the following in mind:
q q

All averages are for completed calls only. A completed 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. Asterisks indicate that the maximum for the associated field has been exceeded.

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Sample reports
Hourly report
list bcms vdn 12345 time 8:00 12:00 BCMS VECTOR DIRECTORY NUMBER REPORT Switch Name: Lab Model VDN: 12345 VDN Name: Ginsu Knives AVG SPEED ABAND ANSW CALLS AVG ABAND TIME :45 ----:45 Date: 11:05 am MON MAY 15, 1995 Acceptable Service Level: AVG TALK/ CONN HOLD CALLS 2:30 0 ----- ----2:30 0 CALLS FLOW BUSY/ OUT DISC 0 ---0 24 ---24 17

TIME 08:00-09:00 ----------SUMMARY

CALLS ACD OFFERED CALLS

% IN SERV LEVL 85* --85

79 50 :39 5 ----- ----- ----- ----79 50 :39 5

Daily report
list bcms vdn 12345 day 5/14 BCMS VECTOR DIRECTORY NUMBER REPORT Switch Name: Lab Model VDN: 12345 VDN Name: Ginsu Knives AVG SPEED ABAND ANSW CALLS AVG ABAND TIME :45 ----:45 Date: 11:05 am MON MAY 15, 1995 Acceptable Service Level: AVG TALK/ CONN HOLD CALLS 2:30 0 ----- ----2:30 0 CALLS FLOW BUSY/ OUT DISC 0 ---0 24 ---24 17

DAY 5/14/95 ----------SUMMARY

CALLS ACD OFFERED CALLS

% IN SERV LEVL 85* --85

79 50 :39 5 ----- ----- ----- ----79 50 :39 5

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Header definition

VDN report Header VDN VDN Name Acceptable Service Level TIME/DAY Definition The VDN specified with the command line. The name that is administered for this VDN. If no name exists, the VDN extension (for example, EXT 64532) is displayed. The desired time to answer calls to the VDN. Timing for a call begins when the VDN is encountered. 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 previous 24 time intervals. 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 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 data accrued for the previous 6 days and data accrued through the most recently completed interval (hour or half-hour). The total number of completed calls that accessed the VDN during the current interval. This calculation is: ACD CALLS + FLOW OUT + CALLS BUSY/DISC + ABAND CALLS The total number of calls to the VDN that ended in the specified interval and were answered by an agent in a BCMS-measured hunt group. ACD calls include calls that reached the split via the queue-to-main, check backup, route-to, messaging split, or adjunct routing commands.

CALLS OFFERED ACD CALLS

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VDN report (continued) Header AVG SPEED ANSW Definition The average speed of answer for answered ACD and CONNect calls that have ended for this VDN during the current period. This includes time in vector processing, time in a split queue, and time ringing. This calculation is:

Total Answer Time -------------------------------------------------------------------------------------------------------------Total ACD Calls + Total CONNect CALLS


A completed call can span more than one time period. ACD calls that are in progress (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. ABAND CALLS The total number of calls that have abandoned from the VDN before being answered or outflowed to another position during the current interval. This value includes calls that abandoned while in vector processing or while ringing an agent. It also includes calls with a talk time that is less than the value administered for the BCMS/VuStats Abandon Call Timer (not supported with the Offer Category B products). The average time calls spent waiting in this VDN before being abandoned by the caller during the current interval. The calculation is:

AVG ABAND TIME

Total VDN Abandon Time -------------------------------------------------------------------------------------------------------Total Number of Abandoned VDN Calls


AVG TALK/HOLD The average duration of calls (from answer to disconnect) for this VDN during the current interval. This includes time spent talking and on hold. The calculation does not include ring time at an agent telephone. The calculation is:

Total VDN Talk/Hold Time -------------------------------------------------------------------NUM ANS


CONN CALLS FLOW OUT The number of completed calls that were routed to a telephone, attendant, announcement, messaging split, or call pickup and were answered there. The total number of completed calls that were routed to another VDN or to a trunk, including successful lookahead attempts. FLOW OUT does not include calls that encounter a goto vector command. Once a call outflows, the system does not take further measurements on the call for this VDN. As a result, if an outflowed call later abandons, it is not recorded in ABAND CALLS for this VDN.

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VDN report (continued) Header CALLS BUSY/DISC Definition The total number of calls that were forced busy or forced disconnect during the current interval. This value includes:
q q q q

Calls that encountered a busy or disconnect vector step Calls disconnected by a stop vector step Calls forwarded to a split with a full queue Calls forwarded to a split with no available agents and no queue

This value does not include abandoned calls. % IN SERV LEVL The percentage of calls that were answered with the administered service level for this VDN. Calculate as the following:

accepted * 100 --------------------------------------calls offered


where:
q

accepted is the number of answered calls when the answer time for that call was less than or equal to the administered service level for the VDN. calls offered is the total number of completed calls that accessed the VDN and completed during the current interval.

This field is blank if no calls have been recorded for this time interval. This field is also blank if no Acceptable Service Level is administered on the VDN screen. An asterisk next to a value in this field indicates that the acceptable service level changed during the time period. Note: Not available with Offer Category B products. SUMMARY For those columns that specify averages, the summary is an average for the entire reporting interval. For the TOTAL ATTEMPTS, ACD CALLS, ABAND CALLS, FLOW OUT, and OTHER CALLS columns, the summary is the sum of individual time intervals or specified days.

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Report reference

VDN summary report


Command
list bcms summary vdn extension [time] [start time] [stop time] [print/schedule] list bcms summary vdn extension [day] [start day] [stop day] [print/schedule]

Description
This report is similar to the VDN report except that it provides one line of data for each VDN included in the report, and the one line includes all data for the specified times. If no data exists for a VDN, the VDN does not appear on the report.

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Sample reports
Hourly summary report
list bcms summary vdn 12345, 13443-13448 time 8:00-12:00 BCMS VECTOR DIRECTORY NUMBER SUMMARY REPORT Switch Name: Lab Model Time: 8:00-12:00 CALLS ACD OFFERED CALLS AVG SPEED ABAND ANSW CALLS 0 0 0 0 0 0 5 ---5 AVG ABAND TIME :00 :00 :00 :00 :00 :00 :45 ----:45 Date: 11:05 am MON MAY 15, 1995 AVG TALK/ CONN HOLD CALLS :00 0 :00 0 :00 0 :00 0 :00 0 :00 0 2:30 0 ----- ----2:30 0 CALLS FLOW BUSY/ OUT DISC 0 0 0 0 0 0 0 ---0 0 0 0 0 0 0 24 ---24 % IN SERV LEVL

VDN NAME EXT 13443 EXT 13444 EXT 13445 EXT 13446 EXT 13447 EXT 13448 Ginsu Knive ----------SUMMARY

0 0 :00 0 0 :00 0 0 :00 0 0 :00 0 0 :00 0 0 :00 79 50 :39 ----- ----- ----79 50 :39

85* --85

Daily summary report


list bcms summary vdn 12345 day 5/14 BCMS VECTOR DIRECTORY NUMBER SUMMARY REPORT Switch Name: Lab Model Day: 5/14/95 CALLS ACD OFFERED CALLS 79 ----79 AVG SPEED ABAND ANSW CALLS 5 ---5 AVG ABAND TIME :45 ----:45 Date: 11:05 am MON MAY 15, 1995 AVG TALK/ CONN HOLD CALLS 2:30 ----2:30 0 ----0 CALLS FLOW BUSY/ OUT DISC 0 ---0 24 ---24 % IN SERV LEVL 85* --85

VDN NAME Ginsu Knives ----------SUMMARY

50 :39 ----- ----50 :39

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Header definitions

VDN summary report Header Time/Day Definition 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 previous 24 time intervals. 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 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 data accrued for the previous 6 days and data accrued through the most recently completed interval (hour or half-hour). The name that is administered for this VDN. If no name exists, the VDN extension (for example, EXT 64532) is displayed. The total number of completed calls that accessed the VDN during the current interval. This calculation is: ACD CALLS + FLOW OUT + OTHER CALLS + ABAND CALLS The total number of calls to the VDN that ended in the specified interval and were answered by an agent as a result of a queue-to-main or checkbackup split step. The average speed of answer for answered ACD and CONNect calls that have ended for this VDN during the current period. This includes time in vector processing, time in a split queue, and time ringing. This calculation is:

VDN NAME CALLS OFFERED ACD CALLS

AVG SPEED ANSW

Total Answer Time -------------------------------------------------------------------------------------------------------------Total ACD Calls + Total CONNect CALLS


A completed call can 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.

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VDN summary report (continued) Header ABAND CALLS Definition The total number of calls that have abandoned from the VDN before being answered or outflowed to another position during the current interval. This value includes calls that abandoned while in vector processing or while ringing an agent. Calls that abandoned immediately after the agent answered are recorded as ACD CALLS. The average time calls spent waiting in this VDN before being abandoned by the caller during the current interval. The calculation is:

AVG ABAND TIME

Total VDN Abandon Time -------------------------------------------------------------------------------------------------------Total Number of Abandoned VDN Calls


AVG TALK/HOLD The average duration of calls (from answer to disconnect) for this VDN during the current interval. This includes time spent talking and on hold. The calculation does not include ring time at an agent telephone. The calculation is:

Total VDN Talk/Hold Time -------------------------------------------------------------------NUM ANS


CONN CALLS FLOW OUT The number of completed calls that were routed to a telephone, attendant, announcement, messaging split, or call pickup and were answered there. The total number of completed calls that were routed to another VDN or to a trunk. FLOW OUT does not include calls that encounter a goto vector command or calls that forward to another extension (which are tracked as CONN CALLS). Once a call outflows, the system does not take further measurements on the call for this VDN. As a result, if an outflowed call later abandons, it is not recorded in ABAND CALLS for this VDN. The total number of calls that were forced busy or forced disconnect during the current interval. This value includes:
q q q q

CALLS BUSY/DISC

calls that encountered a busy or disconnect vector step calls disconnected by a stop vector step calls forwarded to a split with a full queue calls forwarded to a split with no available agents and no queue.

This value does not include abandoned calls.

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VDN summary report (continued) Header % IN SERV LEVL Definition The percentage of calls that were answered with the administered service level for this VDN. Calculate as the following:

accepted * 100 --------------------------------------calls offered


where:
q

accepted is the number of answered calls whose answer time was less than or equal to the administered service level for the VDN. calls offered is the total number of completed calls that accessed the VDN and completed during the current interval.

An asterisk next to a value in this field indicates that the acceptable service level changed during the time period. Note: Not available with Offer Category B products. SUMMARY For those columns that specify averages, the summary is also an average for the entire reporting interval. For the TOTAL ATTEMPTS, ACD CALLS, ABAND CALLS, FLOW OUT, and OTHER CALLS columns, the summary is the sum of individual time intervals or specified days.

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System printer and Report Scheduler

Overview
The Report Scheduler is enabled on the System-Parameters Features screen. Only an authorized representative can access and make changes to the System-Parameters Customer-Options screen. The parameters of the system printer, which are used by the Report Scheduler feature, are administered on the Feature-Related System Parameters screen. If the parameters for the system printer are not administered, scheduled reports cannot be printed. The system administrator may access this screen by entering the change system-parameters features command. This command and the requirements for using the Feature-Related System Parameters screen to set up the Report Scheduler are covered in this chapter.

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System printer
The system printer, rather than the printer that is attached directly to the management terminal, is used to print scheduled reports. Scheduled reports cannot be sent to the management terminal or to its printer. Note: The system printer should not be confused with and does not replace the printers dedicated to journal, Call Detail Records (CDR), or Property Management System (PMS). The Report Scheduler is intended to print all system reports and the output of virtually all list, display, and test commands.

System printer administration


Use the Feature-Related System Parameters screen to administer the hardware parameters of the system printer. The system administrator may access this screen by entering the change system-parameters features command. The following screen shows the system printer parameters. System printer hardware administration on page 99 describes the printer-related data fields for this screen.
change system-parameters features Page FEATURE-RELATED SYSTEM PARAMETERS SYSTEM PRINTER PARAMETERS System Printer Endpoint: 34007 EIA Device Bit Rate: 9600 SYSTEM-WIDE PARAMETERS Switch Name: Aramis Emergency Numbers - Internal: No-License Incoming Call Number: MALICIOUS CALL TRACE PARAMETERS Apply MCT Warning Tone? Delay Sending RELease (seconds)? SEND ALL CALLS OPTIONS Send All Calls Applies to: Auto Inspect on Send All Calls? External: 911 4 of 12 SPE A

Lines Per Page: 66

y 0

MCT Voice Recorder Trunk Group:

extension n

UNIVERSAL CALL ID Create Universal Call ID (UCID)? n UCID Network Node ID:

98 Basic Call Management System (BCMS) Operations

System printer

System printer hardware administration Field System Printer Endpoint Description Enter one of the following:
q

SYS_PRNT if the system printer is connected to the switch using a terminal server. The data module extension number associated with the system printer. eia if the DCE jack is used to interface the printer. The eia option is not available for G3r systems.

EIA Device Bit Rate Lines Per Page

Enter 1200, 2400, 4800, or 9600 to match the printer speed setting. Default is 9600. Enter the number of lines per page required for the report. Valid entries are 24 through 132. Default is 60.

System printer data link operation and maintenance


Operation and maintenance of the system printer data link is significantly different from that of the CDR and journal printer data links. For example, the CDR and journal printer data links are maintained in a constant link up state, while the system printer data link is only brought up once every 15 minutes, provided there are reports to be printed, or when an immediate report is scheduled. The system printer data link has three states that identify its operational condition. The states are:
q q q

Link up Link down Maintenance busyout

When the communication path (including software processes, hardware cabling, and printer) functions properly and data is exchanged successfully, the data link is defined as being in the link up state. The link down state refers to all times except:
q q

When reports are being printed When maintenance personnel have disabled the link

The maintenance busyout state is the result of executing the busyout sp-link command from the administration terminal. While the link is in the maintenance busyout state, the switch software processes are disabled and the link retry operation is disabled.

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Monitor the operating status of the system printer and, as necessary, refill the paper bin, relieve any paper jams, verify that the printer is receiving power, and so forth. Note: Only personnel with maintenance permissions can execute the busyout sp-link command. This is normally only performed via the maintenance login. Therefore, as necessary, all nonmaintenance personnel should simply flip the printer power switch to the OFF position to refill the paper bin and remove jammed paper. Subsequently, the system printer can be restored on-line by turning the power switch ON. If the system printer link generates either a Warning alarm or a Minor alarm, the problem should be referred to the proper maintenance personnel.

Report Scheduler
The Report Scheduler may be used with many switch features. Specifically, virtually all list, display, or test commands may be executed with the schedule qualifier. Whenever a command containing the schedule option is executed, it results in generating a Job ID. A maximum of 50 different Job IDs (50 different reports) can be scheduled for printing. The Report Scheduler feature is used to specify the actual days and time of day that each report will be printed.

Print intervals
For purposes of printing reports, three print intervals are available:
q q

immediate If you select this option, the report will be printed immediately. scheduled If you select this option, the date, time, and days parameters for the report are set administratively. To change them, readministration is required. deferred If you select this option, the report will be generated once for the date, time, and day specified.

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Report Scheduler

Adding a report to Report Scheduler


To add a report to Report Scheduler, enter a list, test, display, or other command followed by the schedule option. Whenever a report is initially scheduled, the print interval of immediate is automatically assigned as the default. Therefore, if immediate printing is not wanted, the print interval must be changed to deferred or scheduled and a day and print time must be added to Report Scheduler. Report Scheduler field descriptions describes the data fields for this screen.
list measurements attendant group REPORT SCHEDULER Job Id: 1 Job Status: none Page 1 of 1

Command: list measurements attendant group Print Interval: scheduled Print Time: :

Sun: n Mon: n Tue: n Wed: n Thu: n Fri: n Sat: n

Report Scheduler field descriptions Field Job Id Description This is a display-only field. Whenever a command is executed with the qualifier schedule, the system responds by generating a unique Job ID number. The Job ID assigned by the system is the lowest number within the range of 1 through 50 that is not in use. Jobs are printed in order based on the Job ID unless the print job has been rescheduled. The rescheduled job is moved to the bottom of the print queue. This is a display-only field. It identifies the print status of the report. Until the job is on the Report Scheduler, this field is blank (empty). This is a display-only field. It displays the command being scheduled.

Job Status Command

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Report Scheduler field descriptions (continued) Field Print Interval Description This field has three options: immediate, deferred, and scheduled. The immediate option is initially assigned as a default. Use this option to print reports immediately. Use the deferred option to schedule a report for a single printing. Thereafter, the Job ID is automatically removed from the Report Scheduler. If you select the deferred option, you must enter the Print Time and Days of Week. Use the scheduled option to schedule a regular printing of a report. If you select the scheduled option, you must enter the Print Time and Days of Week. This field is displayed only when the Print Interval is set to deferred or scheduled. Within a given hour, reports may be scheduled at 15-minute intervals (that is, xx:00, xx:15, xx:30, or xx:45). The system printer requires significant switch processor resources. It is important that the reports be scheduled for off-peak hours. The reports should not all be scheduled for the same hour and time interval, but should be staggered across multiple off-peak time intervals. If, because of printing volume or other problems, a report is not printed within four hours of its scheduled time interval, it will not be printed until its next scheduled time interval. Immediate and deferred jobs would be removed from Report Scheduler under this scenario and would require that you reschedule them. For each day of the week that the report is to be printed, enter y (yes). Alternatively, enter n (no) for those days when the report should not be printed. Selecting an n for all seven days of the week will effectively disable a report from being printed. Days are defaulted to n.

Print Time

Days of Week

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Report Scheduler

Printing reports on the system printer


To print a report on the system printer: 1. Execute a command with the schedule qualifier. The first screen of Report Scheduler is displayed. It indicates that the print interval is immediate. 2. Either:
q q

Press ENTER to print the report (immediately) on the system printer, or Enter scheduled or deferred. Press ENTER.

Note: If you are using a PC running the 513 terminal emulation package, your keyboard will not have an ENTER key. You must map a function key to serve in this capacity. Pressing RETURN will not achieve the correct results. When the print interval is changed to scheduled or deferred, the Print Time and the days of the week fields are displayed. 3. Enter the print time and press ENTER. The cursor is now on the days of the week field. For those days that you want to print the report, enter a y. 4. Press ENTER to execute the command. The system responds with a prompt for the next command.

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Listing scheduled reports


To display a list of all reports that are on Report Scheduler, enter the list report-scheduler command. Reports will be printed in the order listed. The following screen shows an example of the report scheduler. Report Scheduler field descriptions on page 104 describes the headers for this screen.
list report-scheduler REPORT SCHEDULER Job Id Days(smtwtfs) Command Time User Status Type

4 2 7 23

nynnnnn 18:45 bcms list measurements attendant-group time 14:15 nynynyn 19:00 bcms list measurements call-rate time 07:00 nnnnnyn 19:15 bcms list bcms agent 5000 time 08:00 12:00 nnynnnn 19:15 bcms list bcms agent 4000 day 09/11 09/15

printing waiting waiting waiting

immediate scheduled deferred scheduled

Note: In instances such as those for Job ID 4, if an immediate report is scheduled, the Days field is completed with one y for the current day and n for the others. All fields are display-only. If, after reviewing this report, you determine that change needs to be made, use the change report-scheduler command to make the changes. See Changing scheduled reports on page 106.

Report Scheduler field descriptions Field Job Id Description Whenever a command is executed with the schedule qualifier, the system responds by generating a unique Job ID number. The Job ID assigned by the system is the lowest number, within the range of 1 through 50, that is not in use. On a per-day basis, n indicates that the report will not be printed that day; y indicates that the report will be printed that day. Selecting n for all seven days of the week will effectively disable the printing of a report. The time interval that the report is scheduled to be printed.

Days (smtwtfs)

Time

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Report Scheduler

Report Scheduler field descriptions (continued) Field User Status Description The login ID of the user who scheduled the identified report. This is a display-only field. It identifies the print status of the report. The four possible states are:
q

WaitingThe report is not scheduled for any activity during the current 15-minute time interval. Print-NextThe report is scheduled to be printed within the current 15-minute time interval. PrintingThe report is currently being printed. PrintedThe report has been successfully printed during the current 15-minute interval.

q q

Type Command

Indicates the type of print interval that is scheduled for the report (immediate, scheduled, or deferred). This field displays the complete command line (excluding the schedule option) that the user entered to produce the identified report.

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Changing scheduled reports


Use the change report-scheduler command to change the schedule of a report. To display this screen, enter the change report-scheduler xx command, where xx corresponds to the Job ID. The following screen shows an example of the Change Report-Scheduler screen. Change Report-Scheduler field descriptions describes the data fields for this screen.
change report-scheduler 1 REPORT SCHEDULER Job Id: 1 Job Status: waiting Page 1 of 1

Command: list measurements attendant group Print Interval: scheduled Print Time: 12:30 Sun: y Mon: n Tue: y Wed: n Thu: y Fri: n Sat: n

Note: When an existing print job is rescheduled, that print job is moved to the bottom of the print queue, regardless of the Job ID number.

Change Report-Scheduler field descriptions Field Job Id Description This is a display-only field. It is the unique identifier for the report. The Job ID assigned by the system is the lowest number, within the range of 1 through 50, that is not in use. This is a display-only field. It identifies the print status of the report. The four possible states are:
q

Job Status

WaitingThe report is not scheduled for any activity during the current 15-minute time interval. Print-NextThe report is scheduled to be printed within the current 15minute time interval. PrintingThe report is currently being printed. PrintedThe report has been successfully printed during the current 15-minute interval.

q q

Command

This is a display-only field. It is the command that is to be executed.

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Report Scheduler

Change Report-Scheduler field descriptions (continued) Field Print Interval Description The three possible options are immediate, scheduled, and deferred. If the print time of a report is changed, so that its scheduled time now falls inside the current 15-minute time interval (that is, the Job Status field changes from waiting to print-next), the report will not be printed in the current interval. This field is displayed only when the Print Interval is set to deferred or scheduled. Within a given hour, reports may be scheduled at 15-minute intervals (that is, xx:00, xx:15, xx:30, or xx:45). The system printer requires significant switch processor resources. It is important that the reports be scheduled for off-peak hours. The reports should not all be scheduled for the same hour and time interval, but should be staggered across multiple off-peak time intervals. If, because of printing volume or other problems, a report is not printed within four hours of its scheduled time interval, it will not be printed until its next scheduled time interval. Immediate and deferred jobs would be removed from Report Scheduler under this scenario and would require that you reschedule them. For each day of the week that the report is to be printed, enter y (yes). Alternatively, enter n (no) for those days when the report should not be printed. Selecting an n for all seven days of the week will effectively disable a report from being printed. Days are defaulted to n.

Print Time

Days of Week

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Removing scheduled reports


Use the remove report-scheduler command to remove a report from Report Scheduler. To display this screen, enter the remove report-scheduler xx command, where xx corresponds to the Job ID. The following screen shows an example.
remove report-scheduler 1 REPORT SCHEDULER Job Id: 1 Job Status: waiting Page 1 of 1

Command: list measurements attendant group Print Interval: scheduled Print Time: 12:30 Sun: y Mon: n Tue: y Wed: n Thu: y Fri: n Sat: n

All fields are display-only. Once you have verified that the identified report is the one to be removed, press ENTER. The system displays the command prompt.

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Planning/engineering objectives
Before presenting examples of how you can use the BCMS reports to optimize the operations of an ACD application, this chapter reviews certain relevant points. First, recall that the ACD hunt groups and trunk groups may be administered for:
q q q q

Internal measurements (BCMS) External measurements (CMS) Both internal and external measurements (BCMS and CMS) No measurements

Second, the ACD feature can support a maximum number of agents, splits, and trunk groups. Since the BCMS feature may measure fewer agents, splits, and trunk groups, those agents, splits, and trunk groups that are not measured with the BCMS feature either are measured with external CMS or are not measured at all (CMS is not supported with Offer Category B products). If you are planning to implement BCMS and you do not have accurate traffic information, you can used defaults, which are based on an estimated volume of incoming traffic. The primary purpose of the BCMS reports is to monitor the ACD application and provide information that details how the splits, agents, and trunk groups are being used. By analyzing these reports, you can determine the optimum number of agents and trunks needed to support a given ACD application. Your overall design of an ACD should be based on to what extent your business values a lost or blocked call. For example, if the ACD split handles sales and each blocked or dropped call represents potential lost revenue, it will probably be desirable to provide more trunks than agents to minimize the lost calls. As a contrast, if the ACD split handles calls from a captive customer base and each agent performs a significant amount of After Call Work that results in an expense to your organization, it will probably be desirable to provide fewer trunks than agents. Finally, remember that the report scheduler allows only 50 reports each night. If you do not need to view historical data on an hour-by-hour basis, or if you prefer to see data sorted by entity (such as agents, splits, or VDNs) rather than sorted by time, you should use the summary reports. These reports can include up to 30 entities at one time, and thus can allow you to make better use of the 50 available scheduler slots.

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System status report


You should use the system status report (monitor bcms system) as the first step toward determining how the ACD is functioning. This report displays data that details how each split queue is currently functioning. Specifically, the report lists:
q q q q q q q q q q

The number of calls waiting in the queue (this includes calls ringing) The length of time that the oldest call has been queued The average length of time before calls are answered The number of agents that are available to receive ACD calls The number of calls that have abandoned The average length of time before a call abandons the queue The number of ACD calls that have been answered The average length of time the agents spend talking The average length of time the agents spend in ACW mode. The percentage of calls answered within service level.

If any of the numbers are not within their desired range, the individual splits should be observed more closely using the split status report. Some of the more obvious indications of a problem are:
q q q q

An excessive number of calls waiting in the queue, or a very old oldest call. An excessive number of calls that have abandoned the queue A large number of agents that are available to receive ACD calls If only a small number of ACD calls have been answered, but the split is staffed with a large number of agents An excessive amount of time is spent in ACW mode, AUX work, or station-to-station calls.

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Planning/engineering objectives

Split status report


You can use the split status report (monitor bcms split) to determine:
q

Whether there are enough staffed agents for the current level of incoming calls. If after monitoring the Avail field for several minutes and no agents are indicated as being available to receive calls, you will probably want to staff some of the unstaffed positions, especially if this loss of business represents a loss in revenue. If all agent positions are staffed, it may be appropriate to add more agents to the split. If an excessive amount of time is being spent answering ACD calls for another split, it may be appropriate to determine the reason and possibly to assign more agents to the other split.

Whether any particular agent or agents are spending too much time on station-to-station, not ACD calls. If an agent is suspected of spending too much time on these types of calls, the BCMS agent report should be used to investigate further. Whether, based on a comparison of agents within this split, any particular agent is taking more time to handle calls than is appropriate. More specifically, this would be referred to as excessive ACD talk time. The BCMS agent report should be used to investigate further.

VDN status report


You can use the VDN status report (monitor bcms vdn) to determine how one or more internally-measured VDNs and vectors are functioning. This report can help you to determine whether you need to change a VDN instead of move agents between splits when ACD traffic changes. Specifically, some information this report indicates is:
q q q

How many calls have encountered a VDN but have not been answered The time the oldest call has been waiting in the VDN The average length of time for a call to be completed in the VDN during the current period The average length of time a call waited before abandoning during the current period The average length of talk time for calls to the VDN completed during the current period The percent of calls being answered in the VDN within the acceptable service level during the current period

q q q

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Trunk group report


You can use the trunk group report (list bcms trunk) to determine:
q q q q

The number of incoming and outgoing calls. The average amount of time for incoming calls. The average amount of time for outgoing calls. The number of incoming calls that abandoned. This may be an indication that there are not enough staffed agent positions rather than not enough trunks. The number of outgoing calls that were placed over this trunk group and answered during the specified reporting period. The CCS traffic load for incoming calls. The CCS traffic load for outgoing calls. The percent of time that one or more trunks were busied-out for maintenance. The percent of time that all trunks within this group were busy. This field should serve as an indication of whether additional trunks are needed.

q q q q

If the designated trunk group serves a split that provides a revenue-producing function, it will generally be desirable for the trunk group to contain enough trunks to accommodate the peak level of traffic. After identifying when peak traffic occurs, schedule a trunk report for that time of day. The information from this report and other reports may be used with the Trunk Engineering Guidelines on page 144 to determine the correct number of trunks for the trunk group.

Agent report
You can use the agent report (list bcms agent) to determine exactly how the specified agent uses his or her time. Subsequently, and depending on the specifics of the data, you may find that certain changes are in order. For example, if the TOTAL AVAIL TIME field shows a high number, you may find it desirable to:
q q

Change the work schedule for the agent. Place the agent into multiple splits via an administration change. You can identify those splits that may be in need of additional agents by analyzing the individual BCMS Split Reports.

If the AVG TALK TIME field shows high numbers, this may indicate that the agent needs additional instruction and training.

112 Basic Call Management System (BCMS) Operations

Planning/engineering objectives

Split report
You can use the split report (list bcms split) to identify the time of day and days of the week when the split is most and least busy. Actions you take based on report data depend on the business function provided by the split. (For example, consider whether the split provides a revenue-producing function, such as sales, or a revenue-draining function, such as warranty service.) If the split is revenue-producing, it may be desirable to identify the time and day when peak traffic occurs and provide enough trunks and agents to keep the number of blocked calls low and the service level high. On the converse, this report will also assist you to determine low-traffic periods when you can reduce the number of agents in a split.

VDN report
You can use the VDN report (list bcms vdn) to determine if your calls are being handled in a timely manner. For example, the AVG ABAND TIME indicates how long callers will wait for an agent before hanging up. If the AVG ABAND TIME is less than the AVG SPEED ANS, you may assume that callers are not being serviced fast enough by an agent. As a result, this VDN may need more staffing. If the percentage in service level (% IN SERV LEVL) is not high enough, you may need more agents, or it may be appropriate to provide backup splits when the primary split is under heavy load. The FLOW OUT and CALLS BUSY/DISC values help you determine the performance of your vectors. A high FLOW OUT value indicates that the VDN cannot handle the calls within an acceptable period of time. A high CALLS BUSY/DISC value may indicate that your vectors are written incorrectly. You should use the Agent engineering/optimizing guidelines on page 115 to determine the correct number of agents for each ACD split.

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Engineering ACD applications with report data


When engineering and/or optimizing an ACD, use the Average service time engineering tables on page 121 and ACD trunk engineering table on page 146 to determine how many agents and trunks will be required to handle a given number of incoming calls. Each split should be designed individually for the number of agents and trunks required, subject to any pertinent system limitations. You should anticipate any planned future growth, but do not exceed the maximum values of the ACD parameters supported by the BCMS feature. Interpolation is a method of estimating tabular values of a function between two known values of that function. When determining the number of agents required and the number of trunks required for a given ACD, you may find that the expected number of call arrivals or the carried load lies somewhere between two entries in the tables. Therefore, the number of agents or trunks required will also lie somewhere between the two entries. If this is the case, the number of agents required or number of trunks needed can be found by interpolation. Use the following equation to interpolate between tabular values:
x x0 _______ y = y 0 + (y 1 y 0 ) _ x1 x0

where:

x y x0 x1 y0 y1

Is the independent variable calls per hour Is the dependent or functional variable agents or trunks needed Is the tabular value of the independent variable that immediately precedes x Is the tabular value of the independent variable that immediately succeeds x Is the tabular value of the dependent variable that immediately precedes y Is the tabular value of the dependent variable that immediately succeeds y

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Agent engineering/optimizing guidelines


The Average service time engineering tables on page 121 list the number of ACD agents required to handle a given incoming call load. The top rows on each of these tables show the possible delay times for a given incoming call load (calls per hour or busy hour calls), and the Number of agents columns list the agents required to handle the incoming call load so that 90 percent the incoming calls will be answered by the agents before the specified delay has occurred. Note: The entries in these tables are in busy-hour calls, which are the number of calls received by the ACD during peak levels of caller activity. To determine how many agents will be required to handle the incoming call load of an ACD split: 1. Use the BCMS split report (list bcms split) to determine the average talk time (the time an agent spends processing a call, or talking to a caller). The Average service time engineering tables on page 121 contain data that describe 7, 15, 30, 45, 60, 90, 120, 180, 240, 300, and 600 second service times. Choose the appropriate table for the average talk time of the ACD split. Note: Within this document the term average talk time is equivalent to the term average service time. 2. At the top of the table, choose the closest possible average speed of answer in seconds. Average speed of answer is actually a delay time that is defined as the elapsed time from when a call is routed to the ACD split until it is answered by an agent. The delay criterion states that 90 percent of the incoming calls will be answered by the agents before the specified delay has occurred. 3. If the calling volume, otherwise referred to as the busy-hour calls, is known, use the number indicated on the report. Otherwise, you must estimate this number. The value for busy-hour calls denotes the number of calls received by the ACD during peak levels of caller activity. A typical busy-hour calling rate might be 120, 130, or 160 calls per hour. Note: The actual busy-hour calling rate depends on the number of agents staffed and the particular application. Obviously, the numbers that are identified here as being typical would be much too high for five agent positions and too low for 30 agent positions. The numbers given are only for illustration. 4. After choosing the appropriate table and delay column, find the entry in the table for busy-hour calls that is greater than or equal to the number of busy-hour calls chosen. 5. The number of agent positions required is found in the Number of agents column of the table.

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6. You can interpolate between the tables (for different call service times), between the columns (for different delay times), and between the rows (for different number of calls per hour). The Average service time engineering tables on page 121 were prepared by using a range of 1 to 1000 agents. For small service times, this yields high traffic rates, even for a small number of agents. The high traffic rates are presented in the tables for completeness only.

Agent engineering examples


This section provides agent engineering examples.

Example 1
The classified ads department of a newspaper receives 160 calls per hour. The average time an agent spends on each call is three minutes. If most of the calls should be answered in less than 30 seconds, how many agents should be employed in this department? The engineering table 180 seconds average service time on page 136 provides data for 180-second (3-minute) call durations. Under the 30-second column heading (Average speed of answer), find the first entry greater than 160 calls per hour (175). Follow this row left to the agents column and find 12 agents. The number of agents required to answer 160 calls (of 3-minute duration) per hour with 90 percent of the callers waiting less than 30 seconds is 12 agents. For this example, consider the efficiency of the agents and the sensitivity of the parameters to changes in the call arrival rate. The efficiency of the agents is the ratio of the number of agent hours spent on the telephone to the number of agent hours in an hour. The number of agent hours spent on the telephone is 160 calls per hour times 0.05 hours (3 minutes), which equals 8 agent hours. Therefore, the efficiency is 8/12 (12 agents for 1 hour), which equals 0.67 or 67 percent. Suppose the calls per hour increased to 185 calls per hour. The efficiency is now (185 x 0.05)/12 = 0.77 or 77 percent. The efficiency has increased, but this added efficiency is not free of charge. The delay criterion has changed significantly from about 1.6 percent of all calls taking longer than 30 seconds for an agent to answer to about 15.0 percent (175 calls per hour yield 10.0 percent, but 160 calls per hour were stated). To get the delay criterion back to 1.6 percent would require a delay time of about 55 seconds. Another measure of what is happening with the queue is the average time spent waiting for service in the queue. With 160 calls per hour, the mean time spent in the queue is 7.53 seconds. With 185 calls per hour, the mean time in the queue is 16.14 seconds. The point of this example is to emphasize the sensitivity of the time in the queue to the arrival rate. In other words, increasing the agent efficiency from 67 percent to 77 percent nearly doubles the various measures of queuing time.

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Example 2
Note: For Examples 2 and 3, the ?s in the tables represent the unknown values you are looking for. The italicized numbers in the tables represent numbers that are not included in the engineering tables. The reservations department for a hotel chain knows that the average call duration is five minutes and that most of the potential customers will not wait more than one minute for their call to be answered. How many agents are required to handle 150 calls per hour? Under the 60-second column of 300 seconds average service time on page 140, you will find the following information:

Agents 14 ? 16

60 129 150 151

y = number o f agents needed x x0 _______ y = y 0 + (y 1 y 0 ) _ x1 x0 150 129 y = 14 + ( 16 14 ) __________ 151 129 y = 14 + ( 2 . 955 ) y = 15.9

Therefore, 16 agents are needed to support the reservations department.

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Example 3
The manager of a split in an ACD knows that calls average 75 seconds and that the split receives 200 calls per hour. The manager wants most of the calls to be answered in less than 40 seconds. How many agents are required? To answer this question, you must interpolate between all parametersfirst, between delay time and calls per hour to obtain the number of calls per hour for a 40-second delay. Under the 30- and 45-second columns of 60 seconds average service time on page 130 and 90 seconds average service time on page 132 you will find:

60 seconds average service time Average speed of answer Agents 5 ? 6 238 30 186 40 ? 200 ? 257 45 202

75 seconds

90 seconds average service time Average speed of answer Agents 7 ? 8 231 30 194 40 ? 200 ? 242 45 205

Interpolate between delay time and calls per hour in both tables to obtain calls per hour for a 40-second delay.
y = number o f calls per hour x x0 _______ y = y 0 + (y 1 y 0 ) _ x1 x0 40 30 y = 186 + ( 202 186 ) ________ 45 30 y = 186 + ( 16 0. 666 ) y = 196. 66

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Now you can fill in the first blank: 197 calls per hour under the 40-second delay time heading. Repeat the interpolation process three more times to come up with the figures 251, 201, and 226.

60 seconds average service time Average speed of answer Agents 5 ? 6 238 30 186 40 197 200 251 257 45 202

75 seconds

90 seconds average service time Average speed of answer Agents 7 ? 8 231 30 194 40 201 200 226 242 45 205

y = number o f agents needed when a 60 second service time is desirable x x0 _______ y = y 0 + (y 1 y 0 ) _ x1 x0 200 197 y = 5 + ( 6 5 ) __________ 251 197 y = 5 + ( 1 0. 055 ) y = 5. 05

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So now we know that 5.05 agents would be needed when a 60-second service time is desirable. Repeat the above interpolation process once (for a 90-second service time) to come up with the result: y (number of agents) = 7

60 seconds average service time Average speed of answer Agents 5 5.05 6 238 30 186 40 197 200 251 257 45 202

75 seconds

90 seconds average service time Average speed of answer Agents 7 7.27 30 194 40 201 200 217 226 231 45 205

198

y = number o f agents needed when a 75 second service time is desirable x x0 _______ y = y 0 + (y 1 y 0 ) _ x1 x0 75 60 y = 5. 05 + ( 7 5. 05 ) ________ 90 60 y = 5. 05 + ( 1. 95 0. 50 ) y = 6. 02 (or 6 )

From exact calculations, the use of six agents implies that 1 percent of the incoming calls will wait more than 40 seconds.

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Average service time engineering tables


Use these tables to determine how many agents and trunks will be required to handle a given number of incoming calls. Each split should be designed individually for the number of agents and trunks required, subject to any pertinent system limitations. You should anticipate any planned future growth, but do not exceed the maximum values of the ACD parameters supported by the BCMS feature. These tables contain data that describe 7, 15, 30, 45, 60, 90, 120, 180, 240, 300, and 600 second service times. Choose the appropriate table for the average talk time of the ACD split. These tables were prepared by using a range of 1 to 1000 agents. For small service times, this yields high traffic rates, even for a small number of agents. The high traffic rates are presented in the tables for completeness only.

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7 seconds average service time Number of agents 1 2 3 4 5 6 7 8 9 10 12 14 16 18 20 25 30 35 40 45 50 60 70 80 Average speed of answer 11 154 575 1044 1531 2025 2525 3027 3532 4038 4545 5562 6581 7602 8625 9648 12208 14772 17337 19903 22470 25037 30174 35312 40451 15 195 648 1135 1633 2136 2641 3149 3657 4167 4677 5699 6722 7746 8771 9797 12362 14929 17497 20065 22634 25204 30343 35483 40624 22 253 736 1237 1743 2251 2761 3272 3783 4295 4808 5833 6859 7885 8912 9939 12508 15077 17647 20217 22787 25357 30499 35640 40782 30 302 799 1305 1815 2326 2838 3350 3863 4376 4889 5916 6943 7971 8998 10026 12596 15166 17736 20307 22878 25449 30591 35733 40875 45 359 865 1376 1888 2401 2914 3428 3941 4455 4969 5997 7025 8053 9081 10109 12680 15251 17822 20393 22964 25535 30677 35820 40963 60 392 902 1415 1928 2441 2955 3469 3983 4496 5010 6039 7067 8095 9123 10152 12723 15294 17865 20436 23008 25579 30721 35864 41007 90 429 942 1455 1969 2483 2997 3511 4025 4539 5053 6082 7110 8139 9167 10195 12767 15338 17909 20481 23052 25623 30766 35909 41052 120 449 962 1476 1990 2504 3018 3533 4047 4561 5075 6104 7132 8161 9189 10218 12789 15360 17932 20503 23074 25646 30789 35932 41074 180 470 984 1498 2012 2526 3040 3555 4069 4583 5097 6126 7155 8183 9212 10240 12812 15383 17954 20526 23097 25669 30811 35954 41097

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7 seconds average service time (continued) Number of agents 90 100 125 150 175 200 225 250 275 300 350 400 450 500 550 600 650 700 750 800 850 900 950 1000 Average speed of answer 11 45591 50731 63582 76435 89289 102144 114999 127854 140710 153565 179277 204990 230702 256415 282128 307842 333555 359268 384982 410696 436409 462123 487837 513551 15 45765 50906 63760 76615 89471 102326 115182 128038 140895 153751 179464 205177 230891 256604 282318 308032 333745 359459 385173 410887 436601 462315 488029 513743 22 45924 51066 63922 76778 89634 102491 115347 128204 141061 153917 179631 205345 231059 256773 282487 308201 333915 359629 385343 411057 436771 462485 488199 513914 30 46018 51160 64016 76873 89730 102586 115443 128300 141157 154014 179728 205442 231156 256870 282584 308298 334013 359727 385441 411155 436869 462583 488298 514012 45 46105 51248 64105 76961 89818 102675 115532 128389 141246 154104 179818 205532 231246 256960 282674 308389 334103 359817 385531 411246 436960 462674 488388 514103 60 46150 51292 64149 77006 89863 102720 115577 128435 141292 154149 179863 205577 231291 257006 282720 308434 334148 359863 385577 411291 437005 462720 488434 514148 90 46195 51337 64194 77051 89909 102766 115623 128480 141337 154194 179908 205623 231337 257051 282765 308480 334194 359908 385623 411337 437051 462765 488480 514194 120 46217 51360 64217 77074 89931 102788 115646 128503 141360 154217 179931 205645 231360 257074 282788 308503 334217 359931 385645 411360 437074 462788 488503 514217 180 46240 51383 64240 77097 89954 102811 115668 128526 141383 154240 179954 205668 231383 257097 282811 308525 334240 359954 385668 411383 437097 462811 488525 514240

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15 seconds average service time Number of agents 1 2 3 4 5 6 7 8 9 10 12 14 16 18 20 25 30 35 40 45 50 60 70 80 Average speed of answer 11 44 196 386 592 806 1025 1248 1474 1702 1931 2393 2858 3326 3796 4266 5448 6634 7823 9013 10205 11399 13787 16178 18571 15 52 222 425 640 862 1089 1317 1548 1780 2013 2482 2953 3425 3899 4373 5562 6753 7947 9141 10336 11532 13926 16321 18716 22 68 261 478 703 933 1165 1399 1634 1869 2106 2580 3055 3531 4008 4485 5679 6875 8071 9268 10466 11664 14061 16458 18856 30 86 295 521 752 986 1221 1457 1694 1932 2170 2646 3124 3601 4079 4558 5754 6952 8150 9349 10547 11746 14144 16543 18942 45 115 339 572 808 1045 1282 1521 1759 1998 2237 2715 3194 3673 4152 4631 5830 7029 8228 9427 10626 11826 14225 16624 19024 60 136 367 603 840 1078 1317 1556 1795 2035 2274 2753 3232 3712 4191 4671 5870 7069 8269 9468 10668 11868 14267 16667 19066 90 163 399 637 876 1115 1355 1594 1834 2074 2313 2793 3273 3752 4232 4712 5911 7111 8311 9511 10711 11910 14310 16710 19110 120 180 417 656 896 1135 1375 1615 1854 2094 2334 2814 3294 3773 4253 4733 5933 7133 8333 9533 10732 11932 14332 16732 19132 180 198 437 676 916 1156 1396 1636 1875 2115 2355 2835 3315 3795 4275 4755 5955 7155 8355 9555 10755 11955 14355 16755 19154

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15 seconds average service time (continued) Number of agents 90 100 125 150 175 200 225 250 275 300 350 400 450 500 550 600 650 700 750 800 850 900 950 1000 Average speed of answer 11 20965 23359 29349 35341 41334 47329 53325 59321 65318 71315 83310 95307 107303 119301 131298 143296 155294 167293 179291 191290 203289 215287 227286 239285 15 21113 23510 29504 35499 41496 47493 53490 59488 65487 71485 83482 95480 107478 119477 131476 143474 155473 167473 179472 191471 203470 215470 227469 239469 22 21254 23653 29650 35648 41646 47645 53644 59643 65642 71641 83640 95639 107638 119637 131636 143636 155635 167635 179635 191634 203634 215634 227633 239633 30 21341 23740 29738 35737 41736 47735 53735 59734 65734 71733 83733 95732 107732 119731 131731 143731 155730 167730 179730 191730 203729 215729 227729 239729 45 21423 23823 29822 35822 41821 47821 53821 59821 65820 71820 83820 95820 107819 119819 131819 143819 155819 167819 179819 191818 203818 215818 227818 239818 60 21466 23866 29866 35865 41865 47865 53865 59865 65864 71864 83864 95864 107864 119864 131864 143864 155864 167863 179863 191863 203863 215863 227863 239863 90 21510 23910 29910 35909 41909 47909 53909 59909 65909 71909 83909 95909 107909 119909 131909 143909 155909 167909 179909 191909 203909 215909 227909 239908 120 21532 23932 29932 35932 41932 47932 53932 59932 65932 71932 83931 95931 107931 119931 131931 143931 155931 167931 179931 191931 203931 215931 227931 239931 180 21554 23954 29954 35954 41954 47954 53954 59954 65954 71954 83954 95954 107954 119954 131954 143954 155954 167954 179954 191954 203954 215954 227954 239954

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30 seconds average service time Number of agents 1 2 3 4 5 6 7 8 9 10 12 14 16 18 20 25 30 35 40 45 50 60 70 80 Average speed of answer 11 16 79 161 252 349 450 554 660 767 875 1096 1319 1544 1772 2001 2577 3159 3743 4330 4919 5509 6692 7879 9067 15 18 86 173 270 371 476 583 692 803 914 1140 1368 1597 1829 2061 2645 3232 3822 4414 5006 5600 6789 7981 9174 22 22 98 193 296 403 513 624 737 851 965 1196 1429 1663 1898 2133 2724 3317 3911 4507 5103 5699 6894 8089 9285 30 26 111 212 320 431 544 659 774 890 1007 1241 1476 1712 1949 2186 2781 3377 3973 4571 5168 5766 6963 8160 9358 45 35 132 240 353 468 585 702 819 937 1055 1292 1530 1768 2007 2245 2843 3440 4039 4637 5236 5835 7034 8233 9432 60 43 147 260 376 493 611 729 847 966 1085 1323 1562 1801 2040 2279 2877 3476 4075 4674 5274 5873 7072 8271 9471 90 57 169 286 404 522 641 760 880 999 1118 1358 1597 1836 2076 2316 2915 3514 4114 4714 5313 5913 7113 8312 9512 120 68 183 301 420 539 659 778 898 1017 1137 1376 1616 1856 2096 2335 2935 3535 4134 4734 5334 5934 7134 8333 9533 180 82 200 319 438 558 677 797 917 1037 1157 1396 1636 1876 2116 2356 2956 3556 4155 4755 5355 5955 7155 8355 9555

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30 seconds average service time (continued) Number of agents 90 100 125 150 175 200 225 250 275 300 350 400 450 500 550 600 650 700 750 800 850 900 950 1000 Average speed of answer 11 10257 11449 14432 17419 20408 23399 26392 29386 32380 35375 41367 47360 53354 59349 65345 71341 77338 83335 89332 95330 101327 107325 113323 119322 15 10368 11563 14552 17545 20538 23533 26529 29525 32522 35519 41514 47510 53507 59504 65502 71500 77498 83496 89495 95493 101492 107491 113490 119489 22 10482 11680 14674 17670 20667 23665 26662 29661 32659 35658 41655 47653 53652 59650 65649 71648 77647 83646 89646 95645 101644 107644 113643 119643 30 10556 11755 14752 17750 20748 23746 26745 29744 32743 35742 41741 47740 53739 59738 65738 71737 77737 83736 89736 95735 101735 107735 113735 119734 45 10631 11830 14829 17828 20827 23826 26826 29825 32825 35824 41824 47823 53823 59822 65822 71822 77822 83821 89821 95821 101821 107821 113821 119821 60 10670 11870 14869 17869 20868 23868 26867 29867 32867 35867 41866 47866 53866 59866 65865 71865 77865 83865 89865 95865 101865 107865 113865 119865 90 10712 11912 14911 17911 20911 23911 26910 29910 32910 35910 41910 47910 53910 59910 65910 71909 77909 83909 89909 95909 101909 107909 113909 119909 120 10733 11933 14933 17933 20933 23932 26932 29932 32932 35932 41932 47932 53932 59932 65932 71932 77932 83932 89932 95932 101932 107932 113932 119932 180 10755 11955 14955 17955 20955 23955 26955 29955 32955 35954 41954 47954 53954 59954 65954 71954 77954 83954 89954 95954 101954 107954 113954 119954

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45 seconds average service time Number of agents 1 2 3 4 5 6 7 8 9 10 12 14 16 18 20 25 30 35 40 45 50 60 70 80 Average speed of answer 11 10 48 99 157 218 282 348 416 485 555 697 841 988 1135 1284 1661 2042 2426 2812 3199 3589 4370 5154 5941 15 11 52 105 165 229 296 364 434 504 576 722 870 1019 1170 1322 1704 2090 2479 2869 3260 3653 4440 5230 6021 22 12 57 115 179 246 316 387 460 533 607 758 909 1062 1216 1371 1760 2151 2544 2938 3333 3729 4522 5316 6111 30 14 63 125 193 263 335 409 484 559 635 788 943 1098 1254 1410 1803 2198 2594 2990 3387 3784 4580 5376 6173 45 17 74 142 213 287 363 439 516 593 671 827 984 1142 1300 1458 1854 2251 2649 3047 3445 3844 4642 5440 6239 60 21 83 155 229 305 382 460 538 616 695 852 1010 1169 1327 1486 1884 2282 2681 3080 3479 3878 4677 5476 6275 90 29 98 174 251 329 407 486 565 644 723 882 1041 1200 1360 1519 1918 2317 2717 3116 3516 3915 4715 5514 6314 120 35 109 186 264 343 422 501 581 660 740 899 1059 1218 1378 1537 1937 2336 2736 3136 3535 3935 4735 5535 6334 180 45 122 201 280 359 439 519 598 678 758 918 1077 1237 1397 1557 1957 2356 2756 3156 3556 3956 4756 5556 6355

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45 seconds average service time (continued) Number of agents 90 100 125 150 175 200 225 250 275 300 350 400 450 500 550 600 650 700 750 800 850 900 950 1000 Average speed of answer 11 6730 7520 9499 11483 13470 15459 17449 19441 21434 23428 27417 31408 35400 39393 43387 47382 51378 55374 59370 63366 67363 71360 75358 79355 15 6814 7607 9594 11584 13576 15569 17563 19558 21554 23550 27543 31538 35533 39530 43526 47523 51521 55518 59516 63514 67512 71511 75509 79508 22 6907 7703 9696 11691 13686 15683 17680 19677 21675 23673 27670 31667 35665 39663 43661 47660 51658 55657 59656 63655 67654 71653 75653 79652 30 6971 7769 9765 11761 13759 15757 17755 19754 21752 23751 27749 31748 35747 39745 43744 47744 51743 55742 59742 63741 67741 71740 75740 79739 45 7038 7837 9835 11833 13832 15831 17830 19829 21829 23828 27827 31827 35826 39826 43825 47825 51824 55824 59824 63824 67823 71823 75823 79823 60 7074 7874 9873 11872 13871 15870 17870 19870 21869 23869 27868 31868 35868 39867 43867 47867 51867 55867 59866 63866 67866 71866 75866 79866 90 7114 7913 9913 11912 13912 15912 17912 19911 21911 23911 27911 31911 35911 39910 43910 47910 51910 55910 59910 63910 67910 71910 75910 79910 120 7134 7934 9934 11933 13933 15933 17933 19933 21933 23933 27933 31933 35932 39932 43932 47932 51932 55932 59932 63932 67932 71932 75932 79932 180 7155 7955 9955 11955 13955 15955 17955 19955 21955 23955 27955 31955 35955 39955 43955 47955 51955 55954 59954 63954 67954 71954 75954 79954

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60 seconds average service time Number of agents 1 2 3 4 5 6 7 8 9 10 12 14 16 18 20 25 30 35 40 45 50 60 70 80 Average speed of answer 11 7 35 72 113 158 204 253 302 352 403 508 614 721 830 940 1218 1500 1784 2071 2358 2648 3229 3813 4399 15 7 36 75 118 164 212 262 313 365 417 524 632 742 853 965 1248 1534 1822 2112 2403 2695 3281 3870 4460 22 8 40 81 126 175 225 277 330 383 438 548 659 772 886 1000 1289 1579 1872 2165 2459 2754 3346 3939 4534 30 9 43 87 135 186 238 292 346 401 457 570 684 799 914 1030 1322 1616 1911 2207 2503 2800 3395 3990 4587 45 11 50 97 149 202 257 313 370 427 484 600 716 833 951 1069 1364 1661 1958 2256 2554 2852 3450 4047 4646 60 13 56 106 160 216 272 329 387 445 503 620 738 856 975 1093 1390 1688 1987 2285 2584 2883 3481 4080 4679 90 17 66 120 177 234 292 351 410 469 528 646 765 884 1003 1123 1421 1720 2019 2319 2618 2918 3517 4116 4716 120 22 74 130 188 246 305 364 424 483 542 662 781 900 1020 1139 1439 1738 2038 2337 2637 2937 3536 4136 4735 180 29 85 143 202 261 321 380 440 500 559 679 799 918 1038 1158 1457 1757 2057 2357 2657 2956 3556 4156 4756

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60 seconds average service time (continued) Number of agents 90 100 125 150 175 200 225 250 275 300 350 400 450 500 550 600 650 700 750 800 850 900 950 1000 Average speed of answer 11 4987 5576 7054 8536 10021 11509 12998 14489 15980 17473 20460 23450 26440 29432 32426 35419 38414 41409 44404 47400 50396 53393 56389 59386 15 5052 5645 7130 8618 10108 11600 13094 14588 16082 17578 20570 23563 26558 29553 32549 35545 38542 41539 44536 47534 50531 53529 56527 59526 22 5129 5725 7216 8709 10204 11700 13196 14693 16190 17688 20683 23680 26677 29675 32673 35671 38669 41667 44666 47665 50664 53663 56662 59661 30 5184 5781 7276 8772 10269 11767 13264 14763 16261 17760 20757 23755 26754 29752 32751 35750 38749 41748 44747 47747 50746 53745 56745 59744 45 5244 5843 7340 8838 10337 11836 13335 14834 16333 17832 20831 23830 26829 29829 32828 35828 38827 41827 44826 47826 50826 53826 56825 59825 60 5278 5877 7376 8875 10374 11873 13373 14872 16372 17871 20871 23870 26870 29869 32869 35869 38868 41868 44868 47868 50868 53867 56867 59867 90 5315 5915 7414 8914 10413 11913 13413 14913 16412 17912 20912 23912 26911 29911 32911 35911 38911 41911 44911 47911 50910 53910 56910 59910 120 5335 5935 7435 8934 10434 11934 13434 14934 16433 17933 20933 23933 26933 29933 32933 35933 38933 41933 44932 47932 50932 53932 56932 59932 180 5356 5956 7456 8955 10455 11955 13455 14955 16455 17955 20955 23955 26955 29955 32955 35955 38955 41955 44955 47955 50955 53955 56955 59955

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90 seconds average service time Number of agents 1 2 3 4 5 6 7 8 9 10 12 14 16 18 20 25 30 35 40 45 50 60 70 80 Average speed of answer 11 5 23 47 75 104 135 167 199 233 267 336 406 477 549 622 807 994 1182 1373 1564 1756 2142 2530 2920 15 5 24 50 78 109 141 174 208 242 277 348 421 494 568 642 831 1021 1213 1406 1600 1794 2185 2577 2971 22 5 26 53 83 115 148 182 217 252 288 361 435 510 585 661 852 1045 1239 1435 1630 1826 2220 2615 3011 30 6 29 58 90 124 159 194 231 268 305 380 456 532 610 687 882 1077 1274 1471 1669 1867 2263 2660 3058 45 7 32 63 96 131 168 205 242 280 318 394 471 549 627 705 902 1099 1297 1495 1693 1892 2290 2688 3087 60 9 37 71 107 144 181 220 258 297 336 414 492 571 650 729 927 1126 1324 1524 1723 1922 2321 2720 3119 90 11 42 77 115 153 191 230 269 308 347 426 505 584 664 743 942 1141 1341 1540 1740 1939 2338 2738 3138 120 14 49 87 125 164 204 243 282 322 362 441 521 600 680 760 959 1159 1358 1558 1758 1958 2357 2757 3157 180 18 54 93 132 171 211 251 290 330 370 450 529 609 689 769 968 1168 1368 1568 1768 1968 2367 2767 3167

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90 seconds average service time (continued) Number of agents 90 100 125 150 175 200 225 250 275 300 350 400 450 500 550 600 650 700 750 800 850 900 950 1000 Average speed of answer 11 3311 3703 4687 5673 6662 7653 8645 9638 10631 11626 13616 15608 17601 19594 21589 23584 25580 27576 29573 31569 33566 35563 37561 39559 15 3365 3760 4750 5742 6735 7729 8725 9721 10717 11714 13708 15704 17700 19697 21694 23691 25689 27687 29685 31683 33682 35680 37679 39678 22 3407 3804 4797 5792 6788 7784 8782 9779 10777 11775 13772 15769 17767 19765 21763 23762 25760 27759 29758 31757 33756 35755 37755 39754 30 3456 3854 4851 5848 6846 7844 8843 9842 10841 11840 13838 15837 17836 19835 21834 23833 25833 27832 29832 31831 33831 35830 37830 39830 45 3485 3884 4882 5881 6879 7878 8878 9877 10876 11876 13875 15874 17873 19873 21872 23872 25871 27871 29871 31871 33870 35870 37870 39870 60 3519 3918 4917 5917 6916 7915 8915 9915 10914 11914 13914 15913 17913 19913 21913 23912 25912 27912 29912 31912 33912 35912 37912 39911 90 3537 3937 4936 5936 6936 7935 8935 9935 10935 11934 13934 15934 17934 19934 21934 23933 25933 27933 29933 31933 33933 35933 37933 39933 120 3557 3957 4956 5956 6956 7956 8956 9956 10956 11956 13955 15955 17955 19955 21955 23955 25955 27955 29955 31955 33955 35955 37955 39955 180 3567 3967 4967 5967 6967 7967 8967 9966 10966 11966 13966 15966 17966 19966 21966 23966 25966 27966 29966 31966 33966 35966 37966 39966

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120 seconds average service time Number of agents 1 2 3 4 5 6 7 8 9 10 12 14 16 18 20 25 30 35 40 45 50 60 70 80 Average speed of answer 11 3 17 34 54 76 99 122 146 170 195 246 298 350 404 457 594 732 872 1013 1155 1297 1584 1873 2163 15 4 17 36 57 79 102 126 151 176 202 254 307 361 415 470 609 750 892 1035 1179 1324 1614 1906 2199 22 4 18 37 59 82 106 131 156 182 209 262 316 371 427 483 624 767 911 1056 1201 1347 1641 1935 2230 30 4 20 40 63 88 113 139 165 192 220 275 331 387 444 501 646 791 937 1084 1231 1379 1675 1972 2269 45 5 22 43 67 93 119 146 173 201 229 285 342 399 457 515 661 808 956 1103 1252 1400 1697 1995 2293 60 6 25 49 74 101 129 157 185 213 242 300 358 417 475 534 682 830 979 1128 1277 1426 1725 2024 2323 90 7 28 53 80 108 136 165 193 223 252 310 369 428 487 547 695 844 993 1143 1292 1442 1741 2040 2340 120 9 33 60 88 117 146 175 205 234 264 323 383 442 502 561 711 860 1010 1159 1309 1459 1758 2058 2358 180 11 37 65 94 123 153 182 212 241 271 331 390 450 510 570 719 869 1019 1169 1318 1468 1768 2068 2368

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120 seconds average service time (continued) Number of agents 90 100 125 150 175 200 225 250 275 300 350 400 450 500 550 600 650 700 750 800 850 900 950 1000 Average speed of answer 11 2454 2746 3480 4216 4954 5694 6436 7178 7921 8665 10154 11645 13137 14630 16124 17618 19113 20609 22105 23601 25097 26594 28091 29588 15 2493 2788 3527 4268 5011 5754 6499 7244 7990 8737 10230 11725 13220 14716 16213 17710 19207 20704 22202 23700 25198 26696 28195 29693 22 2526 2822 3565 4309 5054 5800 6547 7294 8041 8789 10285 11782 13279 14776 16274 17773 19271 20769 22268 23767 25266 26765 28264 29763 30 2566 2864 3610 4357 5105 5853 6601 7349 8098 8847 10345 11843 13342 14840 16339 17839 19338 20837 22336 23836 25335 26835 28334 29834 45 2592 2891 3638 4386 5135 5883 6632 7381 8130 8880 10379 11878 13377 14876 16375 17875 19374 20874 22374 23873 25373 26873 28372 29872 60 2622 2921 3670 4419 5168 5918 6667 7417 8166 8916 10416 11915 13415 14914 16414 17914 19414 20913 22413 23913 25413 26913 28413 29913 90 2639 2939 3688 4437 5187 5937 6686 7436 8186 8936 10435 11935 13435 14935 16434 17934 19434 20934 22434 23934 25434 26934 28434 29934 120 2658 2958 3707 4457 5207 5957 6706 7456 8206 8956 10456 11956 13456 14956 16456 17955 19455 20955 22455 23955 25455 26955 28455 29955 180 2668 2967 3717 4467 5217 5967 6717 7467 8217 8967 10467 11967 13466 14966 16466 17966 19466 20966 22466 23966 25466 26966 28466 29966

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180 seconds average service time Number of agents 1 2 3 4 5 6 7 8 9 10 12 14 16 18 20 25 30 35 40 45 50 60 70 80 Average speed of answer 11 2 11 22 35 49 64 79 95 111 127 160 194 228 263 298 387 478 570 662 755 849 1038 1228 1419 15 2 11 23 36 51 66 81 97 113 130 164 198 233 269 304 395 487 581 674 769 864 1055 1247 1441 22 2 11 24 37 52 67 83 100 116 133 168 203 239 275 311 403 497 591 686 782 878 1071 1265 1460 30 2 12 25 39 55 71 87 104 122 139 175 211 247 284 322 416 511 607 704 801 898 1094 1290 1487 45 3 13 26 41 57 74 91 108 126 144 180 217 255 292 330 426 523 620 717 815 913 1110 1307 1505 60 3 14 29 45 62 79 97 115 134 152 190 228 266 305 343 441 539 637 736 834 933 1132 1330 1529 90 3 16 31 48 66 84 102 121 140 159 197 236 274 313 353 451 549 648 747 847 946 1145 1344 1543 120 4 19 35 53 72 91 110 129 148 168 207 246 285 325 364 463 563 662 762 861 961 1160 1360 1560 180 5 21 39 57 76 96 115 134 154 174 213 253 292 332 372 471 571 670 770 870 970 1169 1369 1569

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180 seconds average service time (continued) Number of agents 90 100 125 150 175 200 225 250 275 300 350 400 450 500 550 600 650 700 750 800 850 900 950 1000 Average speed of answer 11 1612 1804 2289 2776 3264 3755 4246 4738 5231 5724 6713 7703 8694 9686 10680 11673 12668 13662 14657 15653 16649 17645 18641 19638 15 1635 1829 2318 2809 3301 3794 4288 4783 5278 5774 6766 7760 8754 9750 10745 11742 12738 13735 14732 15730 16727 17725 18723 19721 22 1656 1852 2343 2837 3331 3826 4322 4819 5316 5813 6808 7804 8800 9797 10795 11792 12790 13788 14786 15785 16783 17782 18780 19779 30 1684 1882 2377 2873 3369 3867 4365 4863 5361 5859 6857 7854 8853 9851 10850 11848 12847 13846 14845 15845 16844 17843 18842 19842 45 1703 1902 2399 2896 3394 3892 4391 4890 5388 5887 6886 7885 8883 9882 10882 11881 12880 13880 14879 15879 16878 17878 18877 19877 60 1728 1927 2425 2924 3423 3922 4421 4921 5420 5920 6919 7918 8918 9917 10917 11917 12916 13916 14916 15916 16915 17915 18915 19915 90 1743 1942 2441 2940 3440 3939 4439 4938 5438 5938 6937 7937 8937 9936 10936 11936 12936 13936 14935 15935 16935 17935 18935 19935 120 1759 1959 2459 2958 3458 3958 4458 4957 5457 5957 6957 7957 8957 9956 10956 11956 12956 13956 14956 15956 16956 17956 18956 19956 180 1769 1968 2468 2968 3468 3968 4468 4967 5467 5967 6967 7967 8967 9967 10967 11967 12967 13967 14967 15967 16967 17967 18966 19966

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240 seconds average service time Number of agents 1 2 3 4 5 6 7 8 9 10 12 14 16 18 20 25 30 35 40 45 50 60 70 80 Average speed of answer 11 2 8 16 26 36 47 58 70 82 94 118 143 169 195 221 287 354 422 491 561 630 771 912 1055 15 2 8 17 27 37 48 60 71 83 96 121 146 172 198 225 292 360 429 499 569 639 781 924 1068 22 2 8 17 27 38 49 61 73 85 98 123 149 175 202 229 297 366 436 506 577 649 792 936 1081 30 2 9 18 28 40 51 63 76 88 101 127 154 181 208 235 305 376 447 518 590 663 808 954 1101 45 2 9 19 30 41 53 66 78 91 104 131 158 186 213 241 312 383 456 528 601 674 820 967 1115 60 2 10 20 32 44 57 69 83 96 110 137 165 194 222 251 323 395 469 542 616 689 837 986 1134 90 2 11 22 34 46 59 73 87 100 114 142 171 200 229 258 331 404 478 552 626 700 849 998 1147 120 3 12 24 37 51 64 78 92 107 121 150 179 208 238 267 341 415 490 564 638 713 862 1012 1161 180 3 14 27 40 54 68 82 97 111 126 155 185 214 244 273 348 422 497 571 646 721 870 1020 1170

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240 seconds average service time (continued) Number of agents 90 100 125 150 175 200 225 250 275 300 350 400 450 500 550 600 650 700 750 800 850 900 950 1000 Average speed of answer 11 1198 1341 1702 2065 2430 2796 3162 3530 3898 4267 5005 5746 6487 7229 7972 8715 9459 10204 10949 11694 12440 13186 13932 14678 15 1213 1358 1722 2088 2455 2823 3192 3562 3932 4302 5045 5788 6532 7277 8022 8768 9514 10261 11007 11754 12502 13249 13997 14744 22 1227 1373 1740 2108 2477 2847 3218 3589 3961 4332 5077 5822 6568 7315 8062 8809 9557 10304 11052 11800 12549 13297 14045 14794 30 1248 1395 1765 2136 2507 2879 3251 3624 3997 4370 5117 5865 6612 7360 8109 8857 9606 10355 11104 11853 12602 13351 14100 14849 45 1263 1411 1782 2155 2527 2900 3273 3647 4021 4394 5142 5891 6639 7388 8137 8886 9635 10385 11134 11883 12633 13382 14132 14881 60 1283 1432 1805 2179 2552 2926 3300 3675 4049 4423 5172 5922 6671 7420 8170 8919 9669 10418 11168 11918 12668 13417 14167 14917 90 1296 1445 1819 2193 2567 2942 3316 3691 4065 4440 5189 5939 6688 7438 8188 8937 9687 10437 11187 11937 12686 13436 14186 14936 120 1311 1461 1835 2210 2584 2959 3334 3708 4083 4458 5208 5958 6707 7457 8207 8957 9707 10457 11207 11957 12706 13456 14206 14956 180 1320 1469 1844 2219 2593 2968 3343 3718 4093 4468 5218 5968 6717 7467 8217 8967 9717 10467 11217 11967 12717 13467 14217 14967

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300 seconds average service time Number of agents 1 2 3 4 5 6 7 8 9 10 12 14 16 18 20 25 30 35 40 45 50 60 70 80 Average speed of answer 11 1 6 13 21 29 37 46 56 65 74 94 114 134 155 175 228 281 336 390 445 501 612 725 838 15 1 6 13 21 29 38 47 56 66 76 95 116 136 157 178 231 285 340 395 451 507 620 734 848 22 1 7 13 21 30 39 48 57 67 77 97 117 138 159 181 235 289 345 401 457 513 627 742 857 30 1 7 14 22 31 40 50 59 69 79 100 121 142 164 185 240 296 352 409 466 524 639 755 872 45 1 7 14 23 32 41 51 61 71 81 102 124 145 167 189 245 302 359 416 474 532 649 766 883 60 2 8 15 24 34 44 54 64 75 85 107 129 151 174 196 253 311 369 427 486 545 662 781 899 90 2 8 16 26 36 46 56 67 78 89 111 133 156 179 202 260 318 377 435 494 554 672 791 910 120 2 9 18 28 39 49 60 71 83 94 117 140 163 186 210 268 327 387 446 505 565 684 804 923 180 2 10 20 30 41 52 63 75 86 98 121 144 168 191 215 274 333 393 453 512 572 691 811 931

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300 seconds average service time (continued) Number of agents 90 100 125 150 175 200 225 250 275 300 350 400 450 500 550 600 650 700 750 800 850 900 950 1000 Average speed of answer 11 952 1067 1354 1643 1934 2225 2518 2811 3104 3398 3987 4578 5170 5762 6355 6948 7543 8137 8732 9327 9923 10518 11114 11711 15 963 1078 1368 1659 1952 2245 2539 2834 3129 3425 4017 4610 5204 5799 6394 6990 7586 8182 8779 9376 9973 10570 11167 11765 22 973 1089 1381 1675 1969 2264 2559 2855 3152 3449 4043 4638 5234 5830 6427 7024 7621 8219 8816 9414 10012 10610 11209 11807 30 989 1106 1401 1696 1992 2289 2586 2884 3182 3480 4076 4674 5271 5869 6467 7065 7664 8262 8861 9460 10059 10658 11257 11856 45 1001 1119 1415 1712 2009 2307 2605 2904 3202 3501 4098 4697 5295 5894 6492 7091 7690 8290 8889 9488 10087 10687 11286 11886 60 1018 1137 1434 1733 2031 2330 2629 2928 3227 3527 4125 4724 5324 5923 6522 7122 7721 8321 8920 9520 10120 10719 11319 11919 90 1029 1148 1447 1746 2045 2344 2643 2943 3242 3542 4141 4741 5340 5940 6539 7139 7739 8338 8938 9538 10138 10738 11337 11937 120 1043 1162 1461 1761 2060 2360 2660 2959 3259 3559 4159 4758 5358 5958 6558 7158 7757 8357 8957 9557 10157 10757 11357 11957 180 1050 1170 1470 1769 2069 2369 2669 2969 3268 3568 4168 4768 5368 5968 6568 7168 7767 8367 8967 9567 10167 10767 11367 11967

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600 seconds average service time Number of agents 1 2 3 4 5 6 7 8 9 10 12 14 16 18 20 25 30 35 40 45 50 60 70 80 Average speed of answer 11 1 3 6 10 14 19 23 28 32 37 47 56 66 77 87 113 140 166 194 221 248 304 360 416 15 1 3 6 10 14 19 23 28 32 37 47 57 67 77 88 114 141 168 195 223 250 306 363 419 22 1 3 7 11 15 19 24 28 33 38 48 58 68 78 89 116 143 170 198 226 254 310 367 424 30 1 3 7 11 15 19 24 29 34 38 48 59 69 80 90 117 145 172 200 228 257 314 371 429 45 1 3 7 11 15 20 25 30 35 40 50 60 71 82 93 120 148 176 205 233 262 320 378 436 60 1 4 7 11 16 21 26 30 36 41 51 62 73 84 95 123 151 179 208 237 266 324 383 442 90 1 4 8 12 17 22 27 32 37 43 53 64 76 87 98 127 156 185 214 243 272 331 390 450 120 1 4 8 13 18 23 28 33 39 44 55 67 78 89 101 130 159 188 218 247 277 336 395 455 180 1 5 9 14 19 25 30 36 41 47 58 70 81 93 105 134 164 193 223 253 282 342 402 461

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600 seconds average service time (continued) Number of agents 90 100 125 150 175 200 225 250 275 300 350 400 450 500 550 600 650 700 750 800 850 900 950 1000 Average speed of answer 11 473 530 672 816 961 1106 1251 1397 1543 1690 1983 2277 2572 2867 3163 3459 3755 4051 4348 4645 4942 5239 5536 5834 15 476 533 677 822 967 1113 1259 1405 1552 1699 1994 2289 2585 2881 3177 3474 3771 4069 4366 4664 4961 5259 5557 5855 22 482 539 684 830 977 1123 1270 1418 1565 1713 2010 2306 2603 2901 3198 3496 3794 4092 4391 4689 4988 5286 5585 5884 30 487 545 691 837 984 1132 1280 1428 1576 1724 2021 2319 2617 2915 3213 3512 3811 4109 4408 4707 5006 5305 5604 5904 45 495 553 700 848 996 1145 1293 1442 1591 1740 2038 2337 2636 2934 3234 3533 3832 4131 4431 4730 5029 5329 5629 5928 60 501 560 708 856 1005 1154 1303 1452 1601 1750 2049 2348 2648 2947 3246 3546 3845 4145 4444 4744 5044 5343 5643 5943 90 509 568 717 866 1016 1165 1314 1464 1614 1763 2063 2362 2662 2961 3261 3561 3861 4160 4460 4760 5060 5360 5660 5959 120 514 574 723 873 1022 1172 1322 1471 1621 1771 2071 2370 2670 2970 3270 3569 3869 4169 4469 4769 5069 5369 5669 5969 180 521 581 731 880 1030 1180 1330 1480 1630 1780 2079 2379 2679 2979 3279 3579 3879 4179 4479 4779 5079 5378 5678 5978

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Trunk Engineering Guidelines


The number of trunks required for a typical ACD ranges from 1.1 to 1.7 times the number of agents (whenever a blocked call represents potential lost revenue). As in the case of agents, the number of trunks required for an ACD is based on the incoming traffic to each split, not the ACD as a whole. The left-most column in the ACD trunk engineering table on page 146 lists the number of trunks required to service a split, depending on the carried load in Erlangs and the blocking probability. Erlang is a unit of traffic intensity, or load, used to express the amount of traffic it takes to keep one facility busy for one hour. Blocking probability relates to the desired grade of service. The possible blocking probabilities are shown across the top of the ACD trunk engineering table on page 146, and the entries under the blocking probabilities are carried loads in Erlangs. To determine the number of trunks needed for a given split:
q

You will need a split report for the peak busy-hour (list bcms split ## time xx:xx xx:xx) for the busiest day of the week. Tip: If the time interval is sufficiently long to cover the busiest hours of the day (such as 8:00 to 18:00) you need only scan the report to determine which hour is the busy hour.

For the identified peak busy hour, you need to determine the average talk time and the average speed of answer. Otherwise, you must estimate the average call duration: the total time a caller spends waiting for an answer, plus any time on hold (in queue), and plus the service time (the time the caller spends talking to an agent). If you know the calling volume, also referred to as the busy-hour calls, use that value. As an alternative, you must estimate the number of busy-hour calls received by the ACD split during peak levels of caller activity. Note: The calling volume is simply the sum of the two fields (ACD CALLS and ABAND CALLS) for the identified busy hour. This does not include:
q q

Calls never queued Calls given Central Office (CO) busy

Multiply the call duration (in fractions of an hour) by the rate of busy-hour calls (in calls per hour). This number is the carried load in Erlangs. Abandoned calls should be multiplied by the AVG ABAND time. Determine the desired grade of service (the blocking probability). The blocking probability for each split is defined as the ratio of blocked calls to the total number of incoming calls.

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In the column corresponding to the desired grade of service (for example, 1 percent blocking probability), choose the nearest higher carried load. The number of trunks required is then read from the left-most column. Note: The entries in the ACD trunk engineering table on page 146 are offered loads in Erlangs.

Example: An insurance agency has an ACD that queues calls incoming from the public switched network. The agency knows that the average caller spends 30 seconds on hold (in queue) and requires 6 minutes and 20 seconds to service. The busy-hour call arrival rate is 70 per hour. How many trunks does the agency need to provide a service level of 99 percent (1 percent blocking probability)? The average call duration is calculated as follows: average call duration = 30 + 380 = 410 seconds or 0.11389 hours Therefore, the carried load in Erlangs is: carried load = 0.11389 x 70 = 7.972 Under the 1 percent column, you will find that 14 trunks can service a carried load of 7.278 Erlangs while 16 trunks can service 8.786 Erlangs. Interpolate as follows:
y = number o f trunks x x0 _______ y = y 0 + (y 1 y 0 ) _ x1 x0 7. 972 7. 278 y = 14 + ( 16 14 ) _____________ 8. 786 7. 278 y = 14 + ( 2 0. 460 ) y = 14. 92

Therefore, the agency will need 15 trunks to satisfy its customers.

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ACD trunk engineering table Number of trunks 1 2 3 4 5 6 7 8 9 10 12 14 16 18 20 25 30 35 40 45 50 60 70 80 Blocking probability 0.01% 0.0002 0.0142 0.0868 0.2347 0.4519 0.7282 1.054 1.422 1.825 2.260 3.207 4.238 5.338 6.495 7.700 10.88 14.24 17.75 21.37 25.08 28.86 36.62 44.57 52.68 0.02% 0.0003 0.0202 0.1102 0.2824 0.5269 0.8314 1.186 1.582 2.013 2.474 3.473 4.555 5.703 6.905 8.154 11.44 14.90 18.49 22.19 25.98 29.85 37.75 45.83 54.07 0.05% 0.0006 0.0321 0.1516 0.3622 0.6482 0.9952 1.392 1.829 2.300 2.801 3.876 5.030 6.246 7.515 8.827 12.26 15.86 19.58 23.40 27.31 31.28 39.38 47.66 56.07 0.10% 0.0011 0.0457 0.1936 0.4388 0.7614 1.145 1.577 2.049 2.555 3.089 4.227 5.441 6.715 8.038 9.402 12.96 16.67 20.50 24.42 28.42 32.48 40.75 49.19 57.75 0.20% 0.0021 0.0652 0.2482 0.5340 0.8981 1.323 1.795 2.306 2.849 3.420 4.628 5.907 7.244 8.626 10.05 13.74 17.57 21.52 25.55 29.65 33.81 42.27 50.88 59.60 0.50% 0.0050 0.1049 0.3473 0.6977 1.126 1.614 2.147 2.716 3.316 3.941 5.253 6.630 8.059 9.530 11.04 14.92 18.94 23.05 27.24 31.50 35.80 44.53 53.39 62.35 1.00% 0.0100 0.1511 0.4509 0.8607 1.347 1.890 2.476 3.096 3.745 4.417 5.817 7.278 8.786 10.33 11.91 15.96 20.13 24.39 28.72 33.10 37.52 46.48 55.55 64.71 2.00% 0.0200 0.2190 0.5902 1.070 1.624 2.230 2.877 3.555 4.258 4.982 6.482 8.036 9.632 11.26 12.92 17.15 21.49 25.91 30.38 34.89 39.45 48.65 57.95 67.31 5.00% 0.0500 0.3622 0.8544 1.448 2.108 2.812 3.551 4.316 5.102 5.905 7.553 9.243 10.97 12.72 14.49 18.99 23.56 28.19 32.87 37.57 42.31 51.84 61.43 71.08

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Engineering ACD applications with report data

ACD trunk engineering table (continued) Number of trunks 90 100 125 150 175 200 225 250 275 300 400 500 600 700 800 900 1000 1100 1200 1300 1400 1500 1600 1700 Blocking probability 0.01% 60.92 69.26 90.47 112.1 134.0 156.2 178.5 201.0 223.7 246.4 338.4 431.4 525.1 619.4 714.2 809.3 904.7 1000 1096 1192 1289 1385 1482 1578 0.02% 62.42 70.87 92.35 114.2 136.3 158.7 181.3 203.9 226.8 249.7 342.3 435.9 530.1 624.9 720.1 815.7 911.5 1008 1104 1200 1297 1394 1490 1587 0.05% 64.60 73.21 95.07 117.3 139.7 162.4 185.2 208.2 231.3 254.4 347.9 442.3 537.3 632.8 728.7 824.9 921.3 1018 1115 1212 1309 1406 1503 1601 0.10% 66.42 75.17 97.33 119.8 142.5 165.5 188.5 211.7 235.0 258.4 352.6 447.7 543.4 639.4 735.8 832.5 929.4 1026 1124 1221 1319 1416 1514 1612 0.20% 68.42 77.31 99.82 122.6 145.6 168.8 192.1 215.6 239.1 262.7 357.8 453.6 549.9 646.6 743.6 840.8 938.2 1036 1134 1231 1329 1427 1526 1624 0.50% 71.40 80.51 103.5 126.8 150.2 173.8 197.5 221.3 245.1 269.1 365.3 462.2 559.5 657.1 754.9 852.9 951.1 1049 1148 1246 1345 1444 1542 1641 1.00% 73.94 83.22 106.6 130.3 154.0 177.9 201.9 226.0 250.2 274.4 371.6 469.3 567.3 665.6 764.1 862.7 961.5 1060 1159 1258 1357 1456 1556 1655 2.00% 76.74 86.21 110.1 134.1 158.2 182.4 206.7 231.1 255.5 280.0 378.2 476.7 575.5 674.5 773.5 872.7 972.0 1071 1171 1270 1370 1469 1569 1668 5.00% 80.76 90.48 114.9 139.4 163.9 188.6 213.3 238.0 262.7 287.5 386.7 486.2 585.7 685.4 785.1 884.8 984.6 1084 1184 1284 1384 1484 1584 1684

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Appendix A: BCMS/CMS report heading comparison

Overview
This appendix provides a comparison of reports and report headings for BCMS and CMS. The tables detail each column from each BCMS report, its corresponding column from a standard CMS report (or a database item in the CMS database or a calculation, if no corresponding column appears in a standard CMS report), and present notes on any differences between the two.

Important: Do not compare report statistics collected from BCMS with report statistics collected from CMS. The two collection systems are different and do not operate in the same manner.

Summary of Differences
The following are the primary differences between the BCMS report items and those in CMS:
q

Names of measured entities on the switch are limited to 27 characters. On CMS, they are limited to 20 characters. (Note that both systems may truncate names to fit on some reports.) Almost all database items in CMS are call-based rather than interval-based. This means that almost all data for a call is recorded in the interval in which the call and any associated after-call work (ACW) completed. In BCMS, most items are recorded when the call itself completes (not following ACW), except for transfers, which are recorded when the transfer takes place, that is, when the agent pushes the Transfer button for the second time. In fact, half of the call ends with the transfer and is recorded at that point (since one of the facilities goes away on a transfer).

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The system supports ring state when reporting on ACD calls to the CMS. CMS tracks the time that calls spend ringing and shows an agent with a call ringing as being in the ring state on real-time reports. BCMS receives notification when a call is ringing at the agent telephone and puts the agent into the Other state in real-time reports. It does not have a ring state nor does it explicitly track the time calls spend ringing at agent telephones. CMS collects both interval-based and call-based ACW time. The interval-based ACW time includes any time in ACW not associated with a call (for example, the agent pushed the ACW button while not on an ACD call) as well as call-related ACW time. The callbased ACW time includes only ACW time associated with a call. CMS agent reports that show the time agents spent in the various work states display interval-based ACW time. CMS split and VDN reports that show average ACW time use the call-based ACW time to calculate the average. BCMS historical reports display the equivalent of interval-based ACW time, that is, the ACW time reported includes both call-related and non-call related ACW time. The monitor system (BCMS system status) report displays only call-related ACW time. The BCMS real-time agent report shows the clock time at which the agent entered the current work state. CMS real-time agent reports show the elapsed time the agent has spent in the current work state. CMS does not include direct agent ACD calls with split ACD calls on split reports. BCMS does include direct agent ACD calls in ACD CALLS on split reports. CMS records dequeues for calls that dequeue from non-primary splits in a VDN. BCMS does not display a count of dequeued calls in any reports, however dequeued calls do count as calls offered to the split and thus affect the percent within service level calculation for the split. BCMS reports hold time only for ACD calls. CMS reports hold time for ACD calls on split reports, but reports hold time for ACD and extension calls in agent reports. If you are viewing CMS reports using Supervisor, the report headings may be slightly different.

150 Basic Call Management System (BCMS) Operations

Report heading comparison tables

Report heading comparison tables


This section contains tables that show the differences between BCMS and CMS report headings.

BCMS agent status (real-time) report BCMS column Split Split Name Calls Waiting Oldest Call Staffed Avail ACD Description Split number Split name ACD/DA calls waiting time oldest ACD/DA call waited agts logged into split agts available in split agts on ACD/DA calls for split agts in ACW for ACD/DA calls agts in AUX for split agents on extn calls; these agents are also counted in ACW and AUX CMS report Split Status Split Status Split Status Split Status Split Report Split Report Split Report Split Report Split Report CMS column/DB item Split Split Calls Waiting Oldest Call Waiting CMS notes name or number name or number ACD calls only time oldest ACD call waited

Agents Staffed Agents Available Agents ACD Calls ACD calls only

ACW

Agents After Call Work Agents Aux Work ONACWIN +ONAUXIN +ONACWOUT +ONAUXOUT Not on standard CMS RT reports

AUX Extn

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BCMS agent status (real-time) report (continued) BCMS column Other Description agts on ACD or in ACW for another split, with calls ringing or calls on hold name or extn agent login ID agent extension Avail, ACD, ACW, AUX, Ext In, Ext Out, Other,INIT CMS report Split Report CMS column/DB item Agents Other CMS notes includes agents on DA calls

AGENT LOGIN ID EXT STATE

Agent Report Agent Report Agent Report Agent Report

Agent Name Login ID Extn State CMS states: AVAIL, ACDIN,ACDOUT, ACW,ACWIN, ACWOUT,AUX, AUXIN,AUXOUT, DACD,DACW,RING, UNKNOWN,OTHER elapsed time in state

TIME

clock time agent entered state number in/out ACD + DA calls completed extension in calls completed extension out calls completed

Agent Report

Time

ACD CALLS

ACDCALLS + DAACD CALLS

Not on standard CMS RT reports

EXT IN CALLS EXT OUT CALLS

ACWINCALLS+ AUXINCALLS ACWOUTCALLS+ AUXOUTCALLS

Not on standard CMS RT reports Not on standard CMS RT reports

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BCMS system status (real-time) report and CMS real-time split report BCMS column SPLIT CALLS WAIT OLDEST CALL Description Split name or ext ACD and DA calls waiting time oldest ACD/DA call has waited avg speed of ans for ACD/DA calls avail agts ACD/DA calls abandoned from queue or ringing avg time for ACD/DA calls to abandon ACD/DA calls completed avg talk time for ACD/DA calls avg ACW time for ACD/DA calls for call-related ACW % calls answered within service level %Within Service Level CMS column/DB item Split Calls Waiting Oldest Call Waiting Avg Speed of Answer Agents Available Abandoned Calls ACD calls only ACD calls only ACD calls only CMS notes

AVG SPEED ANS AVAIL AGENT ABAND CALLS

ACD calls only

AVG ABAND TIME ACD CALLS AVG TALK TIME AVG AFTER CALL % IN SERV LEVL

Avg Time to Abandon Split ACD Calls Avg Split ACD Talk Time

ACD calls only

ACD calls only ACD calls only Not on standard CMS RT reports on Queue/Agent Summary and Call Profile repts

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BCMS VDN status report and CMS VDN report BCMS column VDN NAME CALLS WAIT OLDEST CALL ACD CALLS AVG SPEED ANS ABAND CALLS AVG ABAND TIME AVG TALK/HOLD CONN CALLS Description VDN name or extension calls waiting in VDN time oldest call has waited completed ACD/DA calls avg speed of answer for ACD and connect calls VDN calls that abandoned avg time for VDN calls to abandon avg time ACD caller spent talking and on hold calls routed to telephone, attendant or annc and answered there calls routed to another VDN or to a trunk calls that executed busy or disconnect step % ACD and connect calls answered within service level CMS column/DB item VDN Calls Wait Oldest Call ACD Calls Avg Speed Answer CMS notes name or number

Calls Aban Aban Time Avg ACD Talk CMS number does not contain hold time not on standard
CMS RT report

CONNECTCALLS

FLOW OUT

VDN Flow Out

CALLS BUSY/DISC % IN SERV LEVL

Busy/Disc

% Within Service Level

on VDN Call Profile rept

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Report heading comparison tables

BCMS agent report and CMS agent summary BCMS column Agent ACD CALLS Description Agent extn or Login ID ACD/DA calls completed for all splits avg time talking on ACD/DA calls, all splits Total ACW time for ACD/DA calls and non-call related ACW; includes time on extn calls time avail in at least one split time in AUX in ALL splits and time on AUX extn calls; does include Other time, ringing time in/out extn calls completed avg time on extn calls total time staffed in any split time ACD calls on hold CMS column/DB item Agent Name ACD Calls CMS notes login ID if no name

AVG TALK TIME

Avg Talk Time

TOTAL AFTER CALL

I_ACWTIME

TOTAL AVAIL TIME TOTAL AUX/OTHER

Agent Time Avail Agent Time AUX does not include time ringing, in other

EXTN CALLS AVG EXTN TIME

Extn In Calls, Extn Out Calls Avg Extn In Talk Time, Avg Extn Out Talk Time Agent Time Staff HOLDTIME

CMS has two columns CMS has two columns

TOTAL TIME STAFFED TOTAL HOLD TIME

ACD and personal calls

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BCMS split summary and CMS split summary BCMS column Description CMS column/DB item Split Split ACD Calls Avg Speed Ans Aban Calls Avg Aban Time Avg Talk Time I_ACWTIME CMS notes

Split Split Name ACD CALLS AVG SPEED ANS ABAND CALLS AVG ABAND TIME AVG TALK TIME TOTAL AFTER CALL FLOW IN

split number split name or extn ACD/DA calls completed by this split avg speed of ans for ACD/DA calls ACD/DA calls abandoned for this split avg time to abandon for ACD/DA calls avg talk time for ACD/DA calls total ACW time for ACD/DA calls and non-call related ACW calls split accepted as coverage pt, or callforwarded (non-vectoring); calls answered by nonprimary split (vectoring). Must have outflowed from a BCMS-measured split. calls split extends to its coverage pt, which callforward out or are answered via call pickup (non-vectoring); calls that dequeue (and are not answered) from primary splits queue (vectoring) time agents spent in AUX, including Other time

name or number name or number ACD calls only ACD calls only ACD calls only ACD calls only ACD calls only for ACD calls and non-call related ACW

Flow In

FLOW OUT

Flow Out

TOTAL AUX/OTHER

I_AUXTIME

other time not included

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Report heading comparison tables

BCMS split summary and CMS split summary (continued) BCMS column Description CMS column/DB item Avg Pos Stf % Within Service Level on Split Status report CMS notes

AVG STAFF % IN SERV LEVL

avg # people staffed during period % calls answered within service level

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BCMS trunk group summary and CMS trunk group summary report BCMS column Group Group Name Number of Trunks INCOMING CALLS INCOMING ABAND INCOMING TIME INCOMING CCS OUTGOING CALLS OUTGOING COMP OUTGOING TIME OUTGOING CCS % ALL BUSY % TIME MAINT Description trunk group number trunk group name trunks in group incoming calls carried incoming calls abandoned avg holding time, incoming calls total holding time in CCS, incoming calls outgoing calls carried outgoing calls answered avg holding time, outgoing calls total holding time in CCS, outgoing calls % time all trunks in tk gp busy % time trunks busied out for maint CMS column/DB item Trunk group Trunk group Number of trunks Inbound Calls Carr Inbound Calls Aban Inbound Avg Trk Holding Time Inbound Total CCS Outbound Calls Carr Outbound Far End Comp Outbound Avg Trk Holding Time Outbound Total CCS % Time All Trunks Busy % Time Maint Busy CMS notes name or number name or number

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Report heading comparison tables

BCMS VDN summary and CMS VDN report BCMS column VDN Ext VDN Name CALLS OFFERED ACD CALLS Description VDN extension VDN name or extension calls that used the VDN ACD/DA calls answered by agent; for queue to main and check backup only CMS columns VDN VDN Calls Offered Calls Ans includes calls from queue to main, check backup, route to split, messaging split and adjunct routing CMS notes name or number name or number

AVG SPEED ANS ABAND CALLS

avg speed ans for ACD/DA calls calls abandoned from VDN from queue to main and check backup only

Avg Speed Ans Calls Aban includes calls from queue to main, check backup, route to split, messaging split and adjunct routing

AVG ABAND TIME AVG TALK/HOLD CONN CALLS

avg time in VDN before abandon avg talk time on ACD/DA calls, including time on hold calls routed to telephone, attendant, announcement, call pickup, or messaging split, and answered there

Avg Aban Time Avg Talk Time excludes time on hold

Other Calls Connect

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BCMS VDN summary and CMS VDN report (continued) BCMS column FLOW OUT Description calls that execute route to, messaging split or adjunct routing successfully calls forced busy or disconnected % ACD and connect calls answered within service level CMS columns VDN Flow Out CMS notes calls that route to external or VDN only

CALLS BUSY/DISC % IN SERV LEVL

Calls Forced Busy, Calls Forced Disc % Within Service Level on VDN Status rept

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Glossary
abandoned call ACD ACD agent ACW access code ACD work mode active-notification call An incoming call in which the caller hangs up before the call is answered. See Automatic Call Distribution (ACD). See agent. See after-call work (ACW) mode. A dial code used to activate or cancel a feature, or access an outgoing trunk. See work mode. A call for which event reports are sent over an active-notification association (communication channel) to the adjunct. Sometimes referred to as a monitored call. VDN or ACD split extension for which event notification has been requested.

active notification domain adjunct-controlled split

An ACD split that is administered to be under adjunct control. Agents logged into such splits must do all telephony work, ACD login/ logout, and changes of work mode through the adjunct (except for auto-available adjunct-controlled splits, whose agents may not log in/out or change work mode). A mode in which agents are unavailable to receive ACD calls. Agents enter the ACW mode to perform ACD-related activities such as filling out a form after an ACD call. A person who receives calls directed to a split. A member of an ACD hunt group or ACD split. Also called an ACD agent. A report that provides historical traffic information for internally measured agents. One of four agent work modes: the mode in which an agent is ready to process another call as soon as the current call is completed. A feature that answers calls and, depending on administered instructions, delivers messages appropriate for the caller and routes the call to an agent when one becomes available. A method of routing calls of a similar type among agents in a call center. Also, a group of extensions that are staffed by agents trained to handle a certain type of incoming call.

after-call work (ACW) mode agent

agent report Auto-In Work mode

Automatic Call Distribution (ACD)

Automatic Call Distribution (ACD) split

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AUX-Work mode AUX-Work mode A work mode in which agents are unavailable to receive ACD calls. Agents enter AUX-Work mode when involved in non-ACD activities such as taking a break, going to lunch, or placing an outgoing call. Basic Call Management System An application, running on an adjunct processor, that collects information from an ACD unit. CMS enables customers to monitor and manage telemarketing centers by generating reports on the status of agents, splits, trunks, trunk groups, vectors, and VDNs, and enables customers to partially administer the ACD feature for a communications system. A set of up to 32 vector commands to be performed for an incoming or internal call. A number entered by ACD agents to record the occurrence of customer-defined events (such as account codes, social security numbers, or telephone numbers) on ACD calls. A unit of call traffic. Call traffic for a facility is scanned every 100 seconds. If the facility is busy, it is assumed to have been busy for the entire scan interval. There are 3600 seconds per hour. The Roman numeral for 100 is the capital letter C. The abbreviation for call seconds is CS. Therefore, 100 call seconds is abbreviated CCS. If a facility is busy for an entire hour, it is said to have been busy for 36 CCS. See also Erlang. See Call Management System (CMS). See call work code. An Expert Agent Selection (EAS) capability that makes it possible for a caller to reach the same agent every time and still include the call in the management tracking of the call center. This is ideal for claims processing where a client need to speak with the agent handling the claim. This flexibility ensures a high level of customer service without reducing management control. VDNs, ACD splits, and telephones. The VDN domain is used for active-notification associations. The ACD-split domain is for active-notification associations and domain-control associations. The telephone domain is used for the domain-control associations. A unit of traffic intensity, or load, used to express the amount of traffic needed to keep one facility busy for one hour. One Erlang is equal to 36 CCS. See also CCS or hundred call seconds. Extension-In (ExtIn) is the work state agents go into when they answer (receive) a non-ACD call. If the agent is in Manual-In or Auto-In and receives an extension-in call, it is recorded by CMS as an AUX-In call.

BCMS Call Management System (CMS)

call vector call work code

CCS or hundred call seconds

CMS CWC direct agent calling

domain

Erlang

extension-in

162 Basic Call Management System (BCMS) Operations

split report extension-out external measurements ICM internal measurements The work state that agents go into when they place (originate) a non-ACD call. Those ACD measurements that are made by the external CMS adjunct. Inbound Call Management BCMS measurements that are made by the system. ACD measurements that are made external to the system (via external CMS) are referred to as external measurements. Listed directory number One of four agent work modes: the mode in which an agent is ready to process another call manually. See Auto-In Work mode for a contrast. Outbound Call Management The traffic that would be generated by all the requests for service occurring within a monitored interval, usually one hour. Oldest queued time The work state that indicates that an agent is currently active on another split call, or in ACW for another split. Processor occupancy evaluation An ordered sequence of calls waiting to be processed. The process of holding calls in order of their arrival to await connection to an attendant, to an answering group, or to an idle trunk. Calls are automatically connected in first-in, first-out sequence. An optional feature that redirects an unanswered ringing ACD call after an administered number of rings. The call is redirected back to the agent. Software that is used with the system printer to schedule the days of the week and time of day that the reports are to be printed. A group of ACD agents. The split identity to the switch and BCMS. A report that provides historical traffic information for internally measured splits.

LDN Manual-In work mode

OCM offered load

OQT other split

POE queue queuing

Redirection on No Answer report scheduler

split split number split report

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split (agent) status report split (agent) status report staffed A report that provides real-time status and measurement data for internally measured agents and the split to which they are assigned. Indicates that an agent position is logged in. A staffed agent functions in one of four work modes: Auto-In, Manual-In, ACW, or AUX-Work. A method used by ACD agents to record up to nine customer-defined events per call when CMS is active. The person who maintains overall customer responsibility for system administration. Generally, all administration functions are performed from a management terminal. The switch requires a special login, referred to as the system administrator login, to gain access to system-administration capabilities. An optional printer that may be used to print scheduled reports via the report scheduler. A report that provides historical traffic information for internally measured splits. A report that provides real-time status information for internally measured splits. A person responsible for specifying and administering features and services for a system. Uniform call distribution See vector directory number (VDN). An extension that provides access to the Vectoring feature on the switch. Vectoring allows a customer to specify the treatment of incoming calls based on the dialed number. A hunt group or ACD split administered with the vector field enabled. Access to such a split is possible only by dialing a VDN extension. One of four states (Auto-In, Manual-In, ACW, AUX-Work) that an ACD agent can be in. Upon logging in, an agent enters AUX-Work mode. To become available to receive ACD calls, the agent enters Auto-In or Manual-In mode. To do work associated with a completed ACD call, an agent enters ACW mode. An ACD agent may be a member of up to three different splits. Each ACD agent continuously exhibits a work state for every split of which it is a member. Valid work states are Avail, Unstaffed, AUX-Work, ACW, ACD (answering an ACD call), ExtIn, ExtOut, and OtherSpl. An agent work state for a particular split may change for a variety of reasons (example: when a call is answered or abandoned, or the agent changes work modes). The BCMS feature monitors work states and uses this information to provide BCMS reports.

stroke counts

system administrator

system printer

system report system-status report system manager

UCD VDN vector directory number (VDN)

vector-controlled split

work mode

work state

164 Basic Call Management System (BCMS) Operations

Index
A
acceptable service level administration of . . . . . . . . . . . . . . . . 13 definition . . . . . . . . . . . . . . . . . . . . 12 ACD definition of parameters . . . . . . . . . . . . . 14 determine how it is functioning . . . . . . . . . 110 engineering of interpolation method . . . . . . . . . . . . 114 using BCMS reports. . . . . . . . . . . . . 114 example application classified ads department . . . . . . . . . . 116 insurance agency . . . . . . . . . . . . . . 145 reservations department . . . . . . . . . . . 117 split management . . . . . . . . . . . . . . 118 managing operations with BCMS . . . . . . . . . 9 monitoring the operations of an application . . . . . 9 optimization of . . . . . . . . . . . . . . . . . 114 overall design criteria . . . . . . . . . . . . . . 109 planned future growth . . . . . . . . . . 114, 121 planning . . . . . . . . . . . . . . . . . . . . 109 when excessive time in answering calls . . . . . 111 ACD feature . . . . . . . . . . . . . . . . . . . . 109 ACD planning agent engineering/optimizing guidelines . . . . . 115 planning/engineering objectives . . . . . . . . . 109 ACD trunk engineering table . . . . . . . . . . . . . . . . . . . . . . 146 agents changing their schedule . . . . . . . . . . . . 112 determine how time utilized . . . . . . . . . . . 112 determining required number . . . . . . . . . . 115 determining when to add more to a split . . . . . 111 evaluating time spent answering ExtnCalls . . . . 111 evaluating when more training needed . . . . . . 112 measured by Login IDs . . . . . . . . . . . . . 10 measured by physical extension . . . . . . . . . 10 placing in multiple splits . . . . . . . . . . . . . 112 when to add more . . . . . . . . . . 113, 114, 121 average amount of time for incoming calls . . . . . . . . . . . . . . . . 112 for outgoing calls . . . . . . . . . . . . . . . . 112 average length of time before a call abandons the queue . . . . . . . . 110 taken before the ACD calls are answered . . . . 110 the agents spend in ACW mode . . . . . . . . . 110 the agents spend talking . . . . . . . . . . . . 110 average service time table122, 124, 126, 128, 130, 132, 134, 136, 138,

140, 142
AVG ABAND TIME field . . . . . . . . . . . . . .113 AVG TALK TIME field . . . . . . . . . . . . 112, 115

B
BCMS changing password . . . . . . . . . . . . . . . 18 collection of data . . . . . . . . . . . . . . . . 37 compare report headings with CMS . . . . . . 149 data loss during software upgrades . . . . . . . 11 description of . . . . . . . . . . . . . . . . . . . 9 feature . . . . . . . . . . . . . . . . . . . . . 10 interactions with external CMS . . . . . . . . . . 14 interactions with VuStats feature . . . . . . . . . 14 login . . . . . . . . . . . . . . . . . . . . . . 15 password . . . . . . . . . . . . . . . . . . . . 15 changing . . . . . . . . . . . . . . . . . . 18 reports . . . . . . . . . . . . . . . . . . . . . 10 how to access . . . . . . . . . . . . . . . . 15 list of primary differences from CMS reports . 149 storage of data . . . . . . . . . . . . . . . . . 11 terminal configurations for logging in . . . . . . . 16 type of reports list . . . . . . . . . . . . . . . . . . . . . 10 monitor reports . . . . . . . . . . . . . . . 10 BCMS Agent Report ACD planning . . . . . . . . . . . . . . . . . .112 purpose . . . . . . . . . . . . . . . . . . . . 52 table of differences with CMS Reports . . . . . 155 BCMS Agent Summary Report purpose . . . . . . . . . . . . . . . . . . . . 57 BCMS commands table of . . . . . . . . . . . . . . . . . . . . . 38 BCMS Login IDs . . . . . . . . . . . . . . . . . . 38 BCMS Split or Skill Report ACD planning . . . . . . . . . . . . . . . . . .113 BCMS Split or Skill Status Report ACD Planning . . . . . . . . . . . . . . . . . 111 purpose . . . . . . . . . . . . . . . . 39, 40, 111 BCMS Split Report . . . . . . . . . . . . . . . . .115 purpose . . . . . . . . . . . . . . . . . . . . 62 BCMS Split Status Report . . . . . . . . . . . . . 40 BCMS Split Summary Report . . . . . . . . . . . . 70 purpose . . . . . . . . . . . . . . . . . . . . 70

Issue 3 May 2002

165

BCMS System Status Report . . . . . . ACD planning . . . . . . . . . . . . description . . . . . . . . . . . . . purpose . . . . . . . . . . . . . . table of differences with CMS Reports BCMS Trunk Group Report . . . . . . . ACD planning . . . . . . . . . . . . purpose . . . . . . . . . . . . . . BCMS Trunk Group Summary Report purpose . . . . . . . . . . . . . . BCMS VDN Report ACD planning . . . . . . . . . . . . purpose . . . . . . . . . . . . . . BCMS VDN Status Report . . . . . . . ACD planning . . . . . . . . . . . . purpose . . . . . . . . . . . . . . table of differences with CMS Reports

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. . 44 . .110 . .110 39, 44 . 153 . . 78 . .112 . . 78

H
historical reports definition . . . . . . . . . . . . . . . . . . . . 51 hunt group collection of data . . . . . . . . . . . . . . . . 37 Hunt Group screen . . . . . . . . . . . . . . . . . 13

. . . . . . 83 . . . . . . . . . . . . . . . . . . . . .113 . . . 87 . . . 48 . . . 111 .39, 111 . . 154

I
interpolation equation . . . . . . . . . . . . . . . 114

L
length of time that the oldest call has been queued . 110 list commands purpose . . . . . . . . . . . . . . . . . . . . . 22 listing scheduled reports . . . . . . . . . . . . . . . 104 logging in . . . . . . . . . . . . . . . . . . . . 15, 16 logging off . . . . . . . . . . . . . . . . . . . . . 15 steps . . . . . . . . . . . . . . . . . . . . . . 17

C
call handling evaluation of . . . . . . . . . CCS traffic load . . . . . . . . . change command . . . . . . . . Change Report-Scheduler screen field descriptions . . . . . . . commands table of . . . . . . . . . . . . comparing agent performance . . Customer Options screen . . . . .

. . . . . . . . .113 . . . . . . . . .112 . . . . . . . . 106 . . . . . . . . 106 . . . . . . . . . 38 . . . . . . . . . .9 . . . . . . . . . 13

M
monitor command purpose . . . . . . . . . . . . Monitor Split Status Report. . . . . monitoring the calling volume for each split the work load of each agent . . trunk group usage . . . . . . . VDNs . . . . . . . . . . . . .

. . . . . . . . . 19 . . . . . . . . 110 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 9 9 9

D
dial-up access constraints . . . . . . . . . . . . . . . . . . . 15 displaying real-time status reports . . . . . . . . . . 19

N
number of agents available to receive ACD calls number of calls that have abandoned . . . . . . . . . . . that have been answered . . . . . . . . . waiting in the queue . . . . . . . . . . . . number of incoming and outgoing calls . . . . . number of incoming calls that abandoned . . .

E
EAS feature . . . . . . . . . error messages . . . . . . . evaluating a VDN or vector . . excessive ACD talk time . . . expert agent selection feature . external CMS interactions with BCMS . .

. . 110 . . . . . . . . . . 110 110 110 112 112

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. 10 . 19 . 111 . 111 . 10

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P
password for BCMS changing . . . . . . . . . . . . . . . . . . . . 18 PC requirements for collecting report data . . . . . . . . . . . . . 11

F
Feature-Related System Parameters screen . . . . . 98

166 Basic Call Management System (BCMS) Operations

peak traffic . . . . . . . . . . . . . . . . . . . . 112 percent of time that all trunks within this group are busy . . . . . . . . . . . . . . . . . . . . 112 percent within service level calculation for hunt groups . . . . . . . . . . . 12 calculation for VDNs . . . . . . . . . . . . . . 12 how calculated . . . . . . . . . . . . . . . . . 12 percentage of calls answered with in service level . . 110 performance . . . . . . . . . . . . . . . . . . . 14 print intervals . . . . . . . . . . . . . . . . 100, 102 printer hardware administration . . . . . . . . . . . . 99 problem indicators concerning splits . . . . . . . . 110

R
real-time status reports description . . . . . . . . . . . . . remove command . . . . . . . . . . . Report Scheduler feature . . . . . . . adding a report . . . . . . . . . . . change command . . . . . . . . . enabling . . . . . . . . . . . . . . print intervals . . . . . . . . . . . purpose . . . . . . . . . . . . . . remove command . . . . . . . . . what it prints . . . . . . . . . . . . Report Scheduler screen field descriptions . . . . . . . . . . reports adding to Report Scheduler . . . . . BCMS . . . . . . . . . . . . . . . BCMS Agent Report . . . . . . . . ACD planning. . . . . . . . . . BCMS Agent Summary Report . . . BCMS Split or Skill Report ACD planning. . . . . . . . . . BCMS Split or Skill Status Report ACD planning. . . . . . . . . . BCMS Split Report . . . . . . . . . BCMS Split Status Report . . . . . BCMS Split Summary Report . . . . BCMS System Status Report . . . . ACD planning. . . . . . . . . . BCMS Trunk Group Report . . . . . ACD planning. . . . . . . . . . BCMS Trunk Group Summary Report BCMS VDN Report . . . . . . . . . ACD planning. . . . . . . . . . BCMS VDN Status Report . . . . . ACD planning. . . . . . . . . .

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. . 19 . . 108 7, 100 . . 101 . . 106 . . 97 . . 100 . . 100 . . 108 . . 98

reports, (continued) BCMS VDN Summary Report . . . . . . . . . changing schedule . . . . . . . . . . . . . . CMS VDN Status Report . . . . . . . . . . . displaying list of scheduled reports . . . . . . . displaying real-time status reports . . . . . . . listing scheduled . . . . . . . . . . . . . . . maximum number for printing . . . . . . . . . maximum per night . . . . . . . . . . . . . . on agents . . . . . . . . . . . . . . . . . . on splits . . . . . . . . . . . . . . . . . . . on trunk groups . . . . . . . . . . . . . . . . on VDNs . . . . . . . . . . . . . . . . . . . removing from Report Scheduler . . . . . . . . specifying day and time to print . . . . . . . . steps for printing using Report Scheduler feature type of list reports . . . . . . . . . . . . . . . . . monitor reports . . . . . . . . . . . . . . when scheduled reports cannot be printed . . .

. 92 106 . 48 104 . 19 104 100 109 . 10 . 10 . 10 . 10 108 100 103 . 10 . 10 . 97

S
screen Customer Options. . . . . . . . . . . . . . . Hunt Group . . . . . . . . . . . . . . . . . . System-Parameters Customer Options . . . . . VDN . . . . . . . . . . . . . . . . . . . . . service level acceptable . . . . . . . . . . . . . . . . . . percent within . . . . . . . . . . . . . . . . . setting the field . . . . . . . . . . . . . . . . Split or Skill Status Report purpose . . . . . . . . . . . . . . . . . . . Split Status Report . . . . . . . . . . . . . . . . Split Summary Report . . . . . . . . . . . . . . splits backup when to add more . . . . . . . . . . . . . identifying busy times . . . . . . . . . . . . . staffed agents determining if enough for incoming calls . . . . system printer . . . . . . . . . . . . . . . . . . administering hardware parameters . . . . . . assumptions about operation . . . . . . . . . data link maintenance . . . . . . . . . . . . . . . operation . . . . . . . . . . . . . . . . . operational states . . . . . . . . . . . . . minor alarm. . . . . . . . . . . . . . . . . . operation different from CDR and journal printer

. . . . . . 104 . . . . . . . . . . . . . . . . . . . . . . . . . . 101 . 10 . 52 . 112 . 57

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13 13 97 13

. 12 . 12 . 12 . 40 . 40 . 70 .113 .113 . 111 . 98 . 98 100 . 99 . 99 . 99 100 . 99

. . . . . . 113 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 62 40 70 44 110 78 112 83 87 113 48 111

Issue 3 May 2002

167

system printer, (continued) paper jams . . . . . . . . . . . . . . . . parameters . . . . . . . . . . . . . . . . refill paper bin . . . . . . . . . . . . . . warning alarm . . . . . . . . . . . . . . System Status Report . . . . . . . . . . . . System-Parameters Customer-Options form form System-Parameters Customer-Options . System-Parameters Customer-Options screen .

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100 . 97 100 100 . 44

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T
Trunk Group Report . . . . . . . . trunks determining the number required . guidelines for engineering . . . . range of typical number . . . . . ratio to number of agents . . . . when to add more . . . . . . . .

. . . . . . . . 78 . . . . . . . . . . . . . . . . . . . . . . . . . . . 144 . . 144 . . 144 . . 144 114, 121

V
VDN screen . . . . . . . . . VDN Status Report . . . . . . purpose . . . . . . . . . vectors evaluation of performance . VuStats feature . . . . . . . description of . . . . . . .

. . . . . . . . . . . 13 . . . . . . . . . . . 48 . . . . . . . . . . . 48 . . . . . . . . . . .113 . . . . . . . . . . . 10 . . . . . . . . . . . 14

168 Basic Call Management System (BCMS) Operations