Avaya Communication Manager Call Center Software Basic Call Management System (BCMS) Operations 07-300061 Issue 5.
© 2004 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases. Documentation disclaimer Avaya Inc.
Avaya Communication Manager Call Center Software Basic Call Management System (BCMS) Operations Contents Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Purpose . . . . . . . . . . . . . . . . . . . . . . . . . . Intended users . . . . . . . . . . . . . . . . . . . . . . . Overview . . . . . . . . . . . . . . . . . . . . . . . . . Conventions and terminology . . . . . . . . . . . . . . . . Reasons for reissue . . . . . . . . . . . . . . . . . . . .
Contents Generating reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Displaying and printing real-time reports . . . . . . . . . . . . . . . . . . . . . . . . . Displaying real-time reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Printing real-time reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 26 26 28 29 32 35 Report reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents Header definitions . . . . Trunk group report . . . . . Command . . . . . . . . Description . . . . . . . . Sample reports . . . . . . Header definitions . . . . Trunk group summary report . Command . . . . . . . . Description . . . . . . . . Sample reports . . . . . . Header definitions . . . . VDN report . . . . . . . . . Command . . . . . . . . Description . . . . . . . . Sample reports . . . . . . Header definition . . . . . VDN summary report . . . . Command . . . . . . . . Description . . . .
Contents Trunk Engineering Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135 Appendix A: BCMS/CMS report heading comparison . . . . . . . . . . . . . . . . . 139 Summary of differences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Report heading comparison tables . . . . . . . . . . . . . . . . . . . . . . . . . . . 139 141 Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151 Index . . . . . . . . . . . . . . . . . .
Preface This section includes the following topics: ● Purpose on page 7 ● Intended users on page 8 ● Overview on page 8 ● Conventions and terminology on page 9 ● Reasons for reissue on page 9 ● Related documentation on page 10 Purpose The purpose of this document is to provide a comprehensive description of the Basic Call Management System (BCMS) feature, which is available with Avaya Communication Manager Call Center Software and Enterprise Communications Server (ECS) products.
Preface Intended users This document is written for BCMS administrators.This document might be useful for system administrators, Automatic Call Distribution (ACD) split supervisors, ACD administrators, and ACD agents. Overview This document includes the following topics: ● BCMS description on page 15 Provides a brief overview of the BCMS feature and lists the types of BCMS reports. ● System access on page 21 Provides procedures on how to log in and log off BCMS.
Conventions and terminology Conventions and terminology If you see any of the following safety labels in this document, take careful note of the information presented. ! CAUTION: Caution statements call attention to situations that can result in harm to software, loss of data, or an interruption in service. CAUTION: ! WARNING: Warning statements call attention to situations that can result in harm to hardware or equipment.
Preface Related documentation You might find the following Avaya CMS documentation useful. This section includes the following topics: ● Change description on page 10 ● Software documents on page 10 ● Administration documents on page 11 ● Hardware documents on page 11 ● Call Center documents on page 11 ● Avaya CMS upgrade documents on page 12 ● Documentation Web sites on page 13 Change description For information about the changes made in Avaya CMS R13, see: ● Avaya Call Center 3.
Related documentation Administration documents For more information about Avaya CMS administration, see: ● Avaya Call Management System Release 13 Administration, 07-300331 ● Avaya Call Management System (CMS) Release 13 Database Items and Calculations, 07-300330 ● Avaya Call Management System Supervisor Release 13 Reports, 07-300334 ● Avaya Call Management System (CMS) Supervisor Release 13 Installation and Getting Started, 07-300333 ● Avaya Call Management System High Availability User Guide, 07
Preface Avaya CMS upgrade documents There are several upgrade paths supported with Avaya CMS. There is a document designed to support each upgrade. This section includes the following topics: ● Base load upgrades on page 12 ● Platform upgrades and data migration on page 12 ● Avaya Call Management System Upgrade Express (CUE) on page 12 Base load upgrades Use a base load upgrade when upgrading CMS to the latest load of the same version (for example, r13ak.g to r13al.k).
Related documentation For information about CUE upgrade procedures, see: ● Avaya Call Management System Release 13 Sun Blade 100/150 Workstation Mirrored and Nonmirrored Systems CMS Upgrade Express (CUE), 07-300481 ● Avaya Call Management System Release 13 Sun Fire V880/V890 Computer CMS Upgrade Express (CUE), 07-300344 Documentation Web sites For Avaya product documentation, go to http://www.avayadocs.com.
Preface 14 BCMS Operations
BCMS description 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: ● Monitoring trunk group usage ● Monitoring the calling volume for each split ● Monitoring VDNs ● Monitoring the work load of each agent ● Comparing agent performance.
BCMS description Reports The BCMS feature provides the following reports: ● 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 - 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.
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.
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. 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.
System capacities ● calls offered - Is the total number of completed calls that accessed the VDN during the current interval. Acceptable Service Level administration The Acceptable Service Level is administered on the System-Parameters Customer-Options, 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.
BCMS description Interactions This section includes the following topics: ● CMS on page 20 ● VuStats on page 20 CMS From the administration perspective, the ACD parameters associated with trunk groups, hunt groups, and VDNs are any of the following: ● Not measured ● Internally measured by BCMS ● Externally measured by CMS ● Measured both internally by BCMS and externally by CMS.
System access This section includes the following topics: ● Logging in and logging off on page 21 ● How to change the BCMS password on page 24 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.
System access - 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 user’s permitted capabilities to the system.
Logging in and logging off 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.
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: 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.
Generating reports 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.
Generating reports ● Displaying real-time reports on page 26 ● Printing real-time reports on page 26 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 on page 26. 2. Press RETURN. The report displays on your screen. 3. Press NEXTPAGE to display subsequent pages and PREVPAGE to display previous pages. 4.
Displaying and printing real-time reports Commands for printing real-time reports To view the Enter Where Split status report monitor bcms split ## print ## is an administered split measured by BCMS. System status report monitor bcms system ## print ## is an administered split or range of splits measured by BCMS. ## is optional. If not included, the report shows all splits. VDN status report monitor bcms vdn ## print ## is an administered VDN extension measured by BCMS. Issue 5.
Generating reports Displaying, printing, and scheduling historical reports The list commands are used to display historical information for agents, splits, trunk groups, and VDNs.
Displaying, printing, and scheduling historical reports This section includes the following topics: ● Displaying historical reports on page 29 ● Printing historical reports on page 32 ● Scheduling historical reports on page 35 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 on page 29. 2. Press RETURN. The report displays on your screen.
Generating reports Commands for displaying historical reports (continued) To view the Enter Where Agent summary report (hourly/ half-hourly) list bcms summary agent ## time staffed xx:xx xx:xx ## 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.
Displaying, printing, and scheduling historical reports Commands for displaying historical reports (continued) To view the Enter Where Trunk group report (hourly/half-hourly) list bcms trunk ## time xx:xx xx:xx ## 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. Trunk group report (daily) list bcms trunk ## day xx/xx xx/xx ## is a trunk group measured by BCMS. The first xx/xx is the start day.
Generating reports Commands for displaying historical reports (continued) To view the Enter Where VDN summary report (hourly/half-hourly) list bcms summary vdn ## time xx:xx xx:xx ## 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. VDN summary report (daily) list bcms summary vdn ## day xx/xx xx/xx ## is an administered VDN extension or range of extensions measured by BCMS.
Displaying, printing, and scheduling historical reports 5. Press RETURN. The report prints on the printer that is attached to your terminal. Commands for printing historical reports To print the Enter Where Agent report (hourly/ half-hourly) list bcms agent ## time staffed xx:xx xx:xx print ## 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.
Generating reports Commands for printing historical reports (continued) To print the Enter Where Split report (daily) list bcms split ## day xx/xx xx/xx print ## is an administered split measured by BCMS. The first xx/xx is the start day. The second xx/xx is the stop day. Split summary report (hourly/half-hourly) list bcms summary split ## time xx:xx xx:xx print ## 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.
Displaying, printing, and scheduling historical reports Commands for printing historical reports (continued) To print the Enter Where VDN report (hourly/ half-hourly) list bcms vdn ## time xx:xx xx:xx print ## 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. VDN report (daily) list bcms vdn ## day xx/xx xx/xx print ## is an administered VDN extension measured by BCMS. The first xx/xx is the start day.
Generating reports 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: 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. 3.
Displaying, printing, and scheduling historical reports 6. When you are finished, press ENTER. The report has been scheduled, and the system presents the enter command: prompt. ! CAUTION: CAUTION: Note: 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 94 for more information.
Generating reports Commands for scheduling historical reports (continued) To Print the Type Where Agent summary report (daily) list bcms summary agent ## day staffed xx/xx xx/xx schedule ## 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.
Displaying, printing, and scheduling historical reports Commands for scheduling historical reports (continued) To Print the Type Where Trunk group summary report (hourly/half-hourly) list bcms summary trunk ## time xx:xx xx:xx schedule ## 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.
Generating reports 40 BCMS Operations
Report reference This section includes a quick reference to the commands that you can use to display, print, and schedule BCMS reports. See Generating reports on page 25 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.
Report reference Report commands table Action monitor bcms split list Qualifiers1 2 Object split number [print] bcms system [split number] [print] bcms vdn extension [print] bcms agent extension|loginID3 [time] [staffed] [start time] [stop time] [print|schedule] extension|loginID [day] [staffed] [start day] [stop day] [print|schedule] bcms summary agent extension|loginID [time] [staffed] [start time] [stop time] [print|schedule] extension|loginID [day] [staffed] [start day] [stop day] [print|sch
Real-time reports Real-time reports BCMS provides three real-time reports: ● 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.
Report reference 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.
Real-time reports Split status report (continued) Header Definition Oldest Call 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. Acceptable Service Level 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. % Within Service Level The percentage of calls answered within the administered service level.
Report reference Split status report (continued) Header Definition Other The number of agents in this split who: ● 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.
Real-time reports System status report This section includes the following topics: ● Command on page 47 ● Description on page 47 ● Sample report on page 48 ● Header definitions on page 48 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.
Report reference Sample report monitor bcms system BCMS SYSTEM STATUS Date: SPLIT NAME 12:53 MON MAY 15, 1995 AVG AVG CALLS OLDEST SPEED AVAIL ABAND ABAND ACD WAIT CALL ANS AGENT CALLS TIME CALLS Service EXT 4000 3 5 1:03 :33 :45 :15 0 0 3 11 :30 :45 20 36 AVG TALK TIME 2:30 1:32 AVG % IN AFTER SERV CALL LEVL 1:25 :35 85 91 Header definitions System status report Header Definition SPLIT NAME The name of the split (for example, sales, service, or help line).
Real-time reports System status report (continued) Header AVG SPEED ANS Definition 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.
Report reference System status report (continued) Header AVG TALK TIME Definition 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. Split talk time appears less than the VDN talk time in the reports. This is because AVG TALK/HOLD time by VDN includes the time spent on hold while the split/agent AVG TALK does not.
Real-time reports ● Sample report on page 51 ● Header definitions on page 51 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.
Report reference VDN status report (continued) Header Definition OLDEST CALL The time the oldest call currently waiting has waited in the VDN. Timing starts when the call enters the VDN. ACD CALLS The number of completed ACD calls answered in a BCMS-measured 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).
Real-time reports VDN status report (continued) Header CALLS BUSY/DISC Definition The number of calls that were forced busy or forced disconnect during the current interval. This value includes: ● 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.
Report reference 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.
Historical reports Agent report This section includes the following topics: ● Command on page 55 ● Description on page 55 ● Sample reports on page 56 ● Header definitions on page 57 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.
Report reference 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 Date: 11:05 am MON MAY 15, 1995 TOTAL AFTER CALL TOTAL AVAIL TIME TOTAL AUX/ EXTN OTHER CALLS AVG EXTN TIME TOTAL TIME STAFFED TOTAL HOLD TIME TIME ACD CALLS 8:00- 9:00 9:00-10:00 10:00-11:00 ----------SUMMARY 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 ----- ---
Historical reports Header definitions Agent report Header Definition Agent The extension or login ID of the agent. Agent Name The name of the agent. If no name is administered, this field displays EXT ## where ## is the agent extension. TIME/DAY The time or day interval specified in the command line. Time is always expressed in 24-hour format. Start and stop times are optional. Reports always start at the earliest time interval (either hour or half-hour).
Report reference Agent report (continued) Header Definition TOTAL AVAIL TIME The sum of the time that the agent was available to receive ACD calls during the reporting interval.
Historical reports Agent report (continued) Header Definition 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. TOTAL HOLD TIME 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.
Report reference 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 Date: 11:05 am MON MAY 15, 1995 TOTAL AFTER CALL TOTAL AVAIL TIME TOTAL AUX/ EXTN OTHER CALLS AVG EXTN TIME TOTAL TIME STAFFED TOTAL HOLD TIME AGENT NAME ACD CALLS s-jones t-anderson j-jacobsen ----------SUMMARY 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
Historical reports Header definitions Agent summary report Header Definition Time/Day The time or day interval specified in the command line. Time is always expressed in 24-hour format. Start and stop times are optional. Reports always start at the earliest time interval (either hour or half-hour). If no start time is given, the most recent time interval is the default. A stop time requires an associated start time. If no stop time is given, only the start interval/day is used.
Report reference Agent summary report (continued) Header Definition TOTAL AVAIL TIME The sum of the time that the agent was available to receive ACD calls during the current interval.
Historical reports Agent summary report (continued) Header Definition 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. TOTAL HOLD TIME 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.
Report reference ● 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.
Historical reports Header definitions Split report Header Definition Split The split number specified with the command line. Split Name Displays the name that is administered for this split number. If no name exists, BCMS displays the split extension (for example, EXT 65432). Acceptable Service Level 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.
Report reference Split report (continued) Header Definition ABAND CALLS 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.
Historical reports Split report (continued) Header Definition FLOW OUT The total number of calls queued to this split that were: ● Successfully sent to the split coverage point after queuing for the specified don’t answer interval. (This does not include calls that went to coverage based on any other criterion.) ● 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.
Report reference Split report (continued) Header Definition TOTAL AUX/ OTHER 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.
Historical reports ● Description on page 69 ● Sample reports on page 70 ● Header definitions on page 71 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.
Report reference 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 Date: 11:05 am MON MAY 15, 1995 SPLIT NAME AVG ACD SPEED ABAND CALLS ANS CALLS AVG ABAND TIME Sales Service -------SUMMARY 32 :25 8 :07 ----- ----40 :21 :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.
Historical reports Header definitions Split summary report Header Definition Time/Day The time or day interval specified in the command line. Time is always expressed in 24-hour format. Start and stop times are optional. Reports always start at the earliest time interval (either hour or half-hour). If no start time is given, the oldest time interval is the default. A stop time requires an associated start time.
Report reference Split summary report (continued) Header Definition AVG ABAND TIME 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.
Historical reports Split summary report (continued) Header Definition FLOW OUT (continued) In a multiple split-queuing environment, inflows and outflows become a bit more complicated. Consider the following scenarios: ● 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.
Report reference Split summary report (continued) Header % IN SERV LEVL Definition The percentage of calls answered within the administered service level.
Historical reports 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: ● All averages are for completed calls only.
Report reference Daily report list bcms trunk 1 day 4/17 Switch Name: Lab Model Group: 1 Group Name: TG 1 BCMS TRUNK GROUP REPORT Date: 12:59 pm THU APR 20, 1995 | INCOMING |CALLS ABAND TIME DAY 4/17/95* ----------SUMMARY 82 ----82 Number of Trunks: 11 | CCS | CALLS 5 1:54 29.89 ---- ------ -------5 1:54 29.89 5 ----5 OUTGOING COMP TIME |%ALL CCS|BUSY 5 1:39 2.52 ---- ------ -----5 1:39 2.
Historical reports Trunk group report (continued) Header Definition INCOMING ABAND 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.
Report reference Trunk group report (continued) Header Definition % ALL BUSY 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 ------------------------------------------------------------X ( 100 ) Time Interval where Busy Times is expressed in minutes and is the sum of all times when all trunks were simultaneously busy.
Historical reports 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.
Report reference Daily report list bcms trunk sum 23 day 5/17/92 BCMS TRUNK GROUP SUMMARY REPORT Switch Name: Lab Model Day: 5/17/95 GROUP NAME IN-800* ----------SUMMARY | INCOMING |CALLS ABAND TIME 82 ----82 Date: 12:59 pm THU APR 20, 1995 | CCS | CALLS 5 1:54 29.89 ---- ------ -------5 1:54 29.89 OUTGOING COMP TIME |%ALL %TIME CCS|BUSY MAINT 5 5 1:39 2.52 ----- ----- ------ -----5 5 1:39 2.
Historical reports Trunk group summary 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.
Report reference Trunk group summary report (continued) Header Definition % ALL BUSY 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 ------------------------------------------------------------X ( 100 ) Time Interval where Busy Times is expressed in minutes and is the sum of all times when all trunks were simultaneously busy.
Historical reports 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.
Report reference Daily report list bcms vdn 12345 day 5/14 BCMS VECTOR DIRECTORY NUMBER REPORT Switch Name: Lab Model VDN: 12345 VDN Name: Ginsu Knives 5/14/95 ----------SUMMARY Acceptable Service Level: AVG SPEED ABAND ANSW CALLS AVG ABAND TIME AVG TALK/ CONN HOLD CALLS CALLS FLOW BUSY/ OUT DISC 79 50 :39 5 ----- ----- ----- ----79 50 :39 5 :45 ----:45 2:30 0 ----- ----2:30 0 0 ---0 CALLS ACD OFFERED CALLS DAY Date: 11:05 am MON MAY 15, 1995 24 ---24 17 % IN SERV LEVL 85* --85 Header defin
Historical reports VDN report (continued) Header Definition ACD 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. AVG SPEED ANSW The average speed of answer for answered ACD and CONNect calls that have ended for this VDN during the current period.
Report reference VDN report (continued) Header Definition FLOW OUT 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.
Historical reports ● Sample reports on page 87 ● Header definitions on page 88 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.
Report reference 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 Date: 11:05 am MON MAY 15, 1995 CALLS ACD OFFERED CALLS VDN NAME Ginsu Knives ----------SUMMARY 79 ----79 AVG SPEED ABAND ANSW CALLS 50 :39 ----- ----50 :39 5 ---5 AVG ABAND TIME AVG TALK/ CONN HOLD CALLS :45 ----:45 2:30 ----2:30 0 ----0 CALLS FLOW BUSY/ OUT DISC 0 ---0 24 ---24 % IN SERV LEVL 85* --85 Header definitions VDN summary rep
Historical reports VDN summary report (continued) Header Definition AVG SPEED ANSW 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.
Report reference VDN summary report (continued) Header Definition CALLS BUSY/DISC The total number of calls that were forced busy or forced disconnect during the current interval. This value includes: ● 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.
System printer and Report Scheduler 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.
System printer and Report Scheduler 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 92 describes the printer-related data fields for this screen.
System printer System printer hardware administration (continued) Field Description EIA Device Bit Rate Enter 1200, 2400, 4800, or 9600 to match the printer speed setting. Default is 9600. Lines Per Page 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.
System printer and Report Scheduler 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.
Report Scheduler 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.
System printer and Report Scheduler Report Scheduler field descriptions (continued) Field Description Print Time 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.
Report Scheduler 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 97 describes the headers for this screen.
System printer and Report Scheduler Report Scheduler field descriptions (continued) Field Description User The login ID of the user who scheduled the identified report. Status This is a display-only field. It identifies the print status of the report. The four possible states are: ● Waiting - The report is not scheduled for any activity during the current 15-minute time interval. ● Print-Next - The report is scheduled to be printed within the current 15-minute time interval.
Report Scheduler Note: 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 Description Job Id 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. Job Status This is a display-only field. It identifies the print status of the report.
System printer and Report Scheduler 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.
Using reports for ACD planning This section includes the following topics: ● Planning/engineering objectives on page 101 ● Engineering ACD applications with report data on page 106 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.
Using reports for ACD planning 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.
Planning/engineering objectives ● 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.
Using reports for ACD planning ● 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 Trunk group report You can use the trunk group report (list bcms trunk) to determine: ● The number of incoming and outgoing calls. ● The average amount of time for incoming calls.
Planning/engineering objectives ● 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. 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.
Using reports for ACD planning Engineering ACD applications with report data When engineering and/or optimizing an ACD, use the Average service time engineering tables on page 112 and ACD trunk engineering table on page 137 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.
Engineering ACD applications with report data x1 Is the tabular value of the independent variable that immediately succeeds x y0 Is the tabular value of the dependent variable that immediately precedes y y1 Is the tabular value of the dependent variable that immediately succeeds y Agent engineering/optimizing guidelines The Average service time engineering tables on page 112 list the number of ACD agents required to handle a given incoming call load.
Using reports for ACD planning Note: 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.
Engineering ACD applications with report data 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.
Using reports for ACD planning 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 parameters-first, between delay time and calls per hour to obtain the number of calls per hour for a 40-second delay.
Engineering ACD applications with report data 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.
Using reports for ACD planning y (number of agents) = 7 60 seconds average service time 75 seconds 90 seconds average service time Average speed of answer Agents 5 30 40 45 186 197 202 5.05 6 Average speed of answer Agents 7 200 238 251 30 40 45 194 201 205 7.27 257 198 8 200 217 226 231 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.
Engineering ACD applications with report data 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.
Using reports for ACD planning 7 seconds average service time (continued) Number of agents Average speed of answer 11 15 22 30 45 60 90 120 180 80 40451 40624 40782 40875 40963 41007 41052 41074 41097 90 45591 45765 45924 46018 46105 46150 46195 46217 46240 100 50731 50906 51066 51160 51248 51292 51337 51360 51383 125 63582 63760 63922 64016 64105 64149 64194 64217 64240 150 76435 76615 76778 76873 76961 77006 77051 77074 77097 175 89289 89471
Engineering ACD applications with report data 15 seconds average service time Number of agents Average speed of answer 11 15 22 30 45 60 90 120 180 1 44 52 68 86 115 136 163 180 198 2 196 222 261 295 339 367 399 417 437 3 386 425 478 521 572 603 637 656 676 4 592 640 703 752 808 840 876 896 916 5 806 862 933 986 1045 1078 1115 1135 1156 6 1025 1089 1165 1221 1282 1317 1355 1375 1396 7 1248 1317 1399 1457 1521 1556 1594 1615 1636
Using reports for ACD planning 15 seconds average service time (continued) Number of agents Average speed of answer 11 15 22 30 45 60 90 120 180 90 20965 21113 21254 21341 21423 21466 21510 21532 21554 100 23359 23510 23653 23740 23823 23866 23910 23932 23954 125 29349 29504 29650 29738 29822 29866 29910 29932 29954 150 35341 35499 35648 35737 35822 35865 35909 35932 35954 175 41334 41496 41646 41736 41821 41865 41909 41932 41954 200 47329 47493
Engineering ACD applications with report data 30 seconds average service time Number of agents Average speed of answer 11 15 22 30 45 60 90 120 180 1 16 18 22 26 35 43 57 68 82 2 79 86 98 111 132 147 169 183 200 3 161 173 193 212 240 260 286 301 319 4 252 270 296 320 353 376 404 420 438 5 349 371 403 431 468 493 522 539 558 6 450 476 513 544 585 611 641 659 677 7 554 583 624 659 702 729 760 778 797 8 660 692 737 774 819 8
Using reports for ACD planning 30 seconds average service time (continued) Number of agents Average speed of answer 11 15 22 30 45 60 90 120 180 90 10257 10368 10482 10556 10631 10670 10712 10733 10755 100 11449 11563 11680 11755 11830 11870 11912 11933 11955 125 14432 14552 14674 14752 14829 14869 14911 14933 14955 150 17419 17545 17670 17750 17828 17869 17911 17933 17955 175 20408 20538 20667 20748 20827 20868 20911 20933 20955 200 23399 23533
Engineering ACD applications with report data 45 seconds average service time Number of agents Average speed of answer 11 15 22 30 45 60 90 120 180 1 10 11 12 14 17 21 29 35 45 2 48 52 57 63 74 83 98 109 122 3 99 105 115 125 142 155 174 186 201 4 157 165 179 193 213 229 251 264 280 5 218 229 246 263 287 305 329 343 359 6 282 296 316 335 363 382 407 422 439 7 348 364 387 409 439 460 486 501 519 8 416 434 460 484 516 538 5
Using reports for ACD planning 45 seconds average service time (continued) Number of agents Average speed of answer 11 15 22 30 45 60 90 120 180 90 6730 6814 6907 6971 7038 7074 7114 7134 7155 100 7520 7607 7703 7769 7837 7874 7913 7934 7955 125 9499 9594 9696 9765 9835 9873 9913 9934 9955 150 11483 11584 11691 11761 11833 11872 11912 11933 11955 175 13470 13576 13686 13759 13832 13871 13912 13933 13955 200 15459 15569 15683 15757 15831 1587
Engineering ACD applications with report data 60 seconds average service time Number of agents Average speed of answer 11 15 22 30 45 60 90 120 180 1 7 7 8 9 11 13 17 22 29 2 35 36 40 43 50 56 66 74 85 3 72 75 81 87 97 106 120 130 143 4 113 118 126 135 149 160 177 188 202 5 158 164 175 186 202 216 234 246 261 6 204 212 225 238 257 272 292 305 321 7 253 262 277 292 313 329 351 364 380 8 302 313 330 346 370 387 410 424 4
Using reports for ACD planning 60 seconds average service time (continued) Number of agents Average speed of answer 11 15 22 30 45 60 90 120 180 90 4987 5052 5129 5184 5244 5278 5315 5335 5356 100 5576 5645 5725 5781 5843 5877 5915 5935 5956 125 7054 7130 7216 7276 7340 7376 7414 7435 7456 150 8536 8618 8709 8772 8838 8875 8914 8934 8955 175 10021 10108 10204 10269 10337 10374 10413 10434 10455 200 11509 11600 11700 11767 11836 11873 11913
Engineering ACD applications with report data 90 seconds average service time Number of agents Average speed of answer 11 15 22 30 45 60 90 120 180 1 5 5 5 6 7 9 11 14 18 2 23 24 26 29 32 37 42 49 54 3 47 50 53 58 63 71 77 87 93 4 75 78 83 90 96 107 115 125 132 5 104 109 115 124 131 144 153 164 171 6 135 141 148 159 168 181 191 204 211 7 167 174 182 194 205 220 230 243 251 8 199 208 217 231 242 258 269 282 290 9 233
Using reports for ACD planning 90 seconds average service time (continued) Number of agents Average speed of answer 11 15 22 30 45 60 90 120 180 90 3311 3365 3407 3456 3485 3519 3537 3557 3567 100 3703 3760 3804 3854 3884 3918 3937 3957 3967 125 4687 4750 4797 4851 4882 4917 4936 4956 4967 150 5673 5742 5792 5848 5881 5917 5936 5956 5967 175 6662 6735 6788 6846 6879 6916 6936 6956 6967 200 7653 7729 7784 7844 7878 7915 7935 7956 7967 225
Engineering ACD applications with report data 120 seconds average service time Number of agents Average speed of answer 11 15 22 30 45 60 90 120 180 1 3 4 4 4 5 6 7 9 11 2 17 17 18 20 22 25 28 33 37 3 34 36 37 40 43 49 53 60 65 4 54 57 59 63 67 74 80 88 94 5 76 79 82 88 93 101 108 117 123 6 99 102 106 113 119 129 136 146 153 7 122 126 131 139 146 157 165 175 182 8 146 151 156 165 173 185 193 205 212 9 170 176 182
Using reports for ACD planning 120 seconds average service time (continued) Number of agents Average speed of answer 11 15 22 30 45 60 90 120 180 90 2454 2493 2526 2566 2592 2622 2639 2658 2668 100 2746 2788 2822 2864 2891 2921 2939 2958 2967 125 3480 3527 3565 3610 3638 3670 3688 3707 3717 150 4216 4268 4309 4357 4386 4419 4437 4457 4467 175 4954 5011 5054 5105 5135 5168 5187 5207 5217 200 5694 5754 5800 5853 5883 5918 5937 5957 5967 22
Engineering ACD applications with report data 180 seconds average service time Number of agents Average speed of answer 11 15 22 30 45 60 90 120 180 1 2 2 2 2 3 3 3 4 5 2 11 11 11 12 13 14 16 19 21 3 22 23 24 25 26 29 31 35 39 4 35 36 37 39 41 45 48 53 57 5 49 51 52 55 57 62 66 72 76 6 64 66 67 71 74 79 84 91 96 7 79 81 83 87 91 97 102 110 115 8 95 97 100 104 108 115 121 129 134 9 111 113 116 122 126 134 140 1
Using reports for ACD planning 180 seconds average service time (continued) Number of agents Average speed of answer 11 15 22 30 45 60 90 120 180 90 1612 1635 1656 1684 1703 1728 1743 1759 1769 100 1804 1829 1852 1882 1902 1927 1942 1959 1968 125 2289 2318 2343 2377 2399 2425 2441 2459 2468 150 2776 2809 2837 2873 2896 2924 2940 2958 2968 175 3264 3301 3331 3369 3394 3423 3440 3458 3468 200 3755 3794 3826 3867 3892 3922 3939 3958 3968 22
Engineering ACD applications with report data 240 seconds average service time Number of agents Average speed of answer 11 15 22 30 45 60 90 120 180 1 2 2 2 2 2 2 2 3 3 2 8 8 8 9 9 10 11 12 14 3 16 17 17 18 19 20 22 24 27 4 26 27 27 28 30 32 34 37 40 5 36 37 38 40 41 44 46 51 54 6 47 48 49 51 53 57 59 64 68 7 58 60 61 63 66 69 73 78 82 8 70 71 73 76 78 83 87 92 97 9 82 83 85 88 91 96 100 107 111 10 94 96
Using reports for ACD planning 240 seconds average service time (continued) Number of agents Average speed of answer 11 15 22 30 45 60 90 120 180 90 1198 1213 1227 1248 1263 1283 1296 1311 1320 100 1341 1358 1373 1395 1411 1432 1445 1461 1469 125 1702 1722 1740 1765 1782 1805 1819 1835 1844 150 2065 2088 2108 2136 2155 2179 2193 2210 2219 175 2430 2455 2477 2507 2527 2552 2567 2584 2593 200 2796 2823 2847 2879 2900 2926 2942 2959 2968 22
Engineering ACD applications with report data 300 seconds average service time Number of agents Average speed of answer 11 15 22 30 45 60 90 120 180 1 1 1 1 1 1 2 2 2 2 2 6 6 7 7 7 8 8 9 10 3 13 13 13 14 14 15 16 18 20 4 21 21 21 22 23 24 26 28 30 5 29 29 30 31 32 34 36 39 41 6 37 38 39 40 41 44 46 49 52 7 46 47 48 50 51 54 56 60 63 8 56 56 57 59 61 64 67 71 75 9 65 66 67 69 71 75 78 83 86 10 74 76 77 79
Using reports for ACD planning 300 seconds average service time (continued) Number of agents Average speed of answer 11 15 45 60 90 120 180 90 952 963 973 989 1001 1018 1029 1043 1050 100 1067 1078 1089 1106 1119 1137 1148 1162 1170 125 1354 1368 1381 1401 1415 1434 1447 1461 1470 150 1643 1659 1675 1696 1712 1733 1746 1761 1769 175 1934 1952 1969 1992 2009 2031 2045 2060 2069 200 2225 2245 2264 2289 2307 2330 2344 2360 2369 225 2518 253
Engineering ACD applications with report data 600 seconds average service time Number of agents Average speed of answer 11 15 22 30 45 60 90 120 180 1 1 1 1 1 1 1 1 1 1 2 3 3 3 3 3 4 4 4 5 3 6 6 7 7 7 7 8 8 9 4 10 10 11 11 11 11 12 13 14 5 14 14 15 15 15 16 17 18 19 6 19 19 19 19 20 21 22 23 25 7 23 23 24 24 25 26 27 28 30 8 28 28 28 29 30 30 32 33 36 9 32 32 33 34 35 36 37 39 41 10 37 37 38 38 40 41
Using reports for ACD planning 600 seconds average service time (continued) Number of agents Average speed of answer 11 15 22 30 45 60 90 90 473 476 482 487 495 501 509 514 521 100 530 533 539 545 553 560 568 574 581 125 672 677 684 691 700 708 717 723 731 150 816 822 830 837 848 856 866 873 880 175 961 967 977 984 996 1005 1016 1022 1030 200 1106 1113 1123 1132 1145 1154 1165 1172 1180 225 1251 1259 1270 1280 1293 1303 1314 1322
Engineering ACD applications with report data 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.
Using reports for ACD planning ● Note: 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 137 are offered loads in Erlangs. Example: An insurance agency has an ACD that queues calls incoming from the public switched network.
Engineering ACD applications with report data Therefore, the agency will need 15 trunks to satisfy its customers. ACD trunk engineering table Number of trunks Blocking probability 0.01% 0.02% 0.05% 0.10% 0.20% 0.50% 1.00% 2.00% 5.00% 1 0.0002 0.0003 0.0006 0.0011 0.0021 0.0050 0.0100 0.0200 0.0500 2 0.0142 0.0202 0.0321 0.0457 0.0652 0.1049 0.1511 0.2190 0.3622 3 0.0868 0.1102 0.1516 0.1936 0.2482 0.3473 0.4509 0.5902 0.8544 4 0.2347 0.2824 0.3622 0.4388 0.
Using reports for ACD planning ACD trunk engineering table (continued) Number of trunks Blocking probability 0.01% 0.02% 0.05% 0.10% 0.20% 0.50% 1.00% 2.00% 5.00% 80 52.68 54.07 56.07 57.75 59.60 62.35 64.71 67.31 71.08 90 60.92 62.42 64.60 66.42 68.42 71.40 73.94 76.74 80.76 100 69.26 70.87 73.21 75.17 77.31 80.51 83.22 86.21 90.48 125 90.47 92.35 95.07 97.33 99.82 103.5 106.6 110.1 114.9 150 112.1 114.2 117.3 119.8 122.6 126.8 130.3 134.1 139.
Appendix A: BCMS/CMS report heading comparison 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.
BCMS/CMS report heading comparison ● 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.
Report heading comparison tables Report heading comparison tables This section contains tables that show the differences between BCMS and CMS report headings.
BCMS/CMS report heading comparison BCMS agent status (real-time) report (continued) BCMS column Description CMS report CMS column/DB item CMS notes Other agts on ACD or in ACW for another split, with calls ringing or calls on hold Split Report Agents Other includes agents on DA calls AGENT name or extn Agent Report Agent Name - LOGIN ID agent login ID Agent Report Login ID - EXT agent extension Agent Report Extn - STATE Avail, ACD, ACW, AUX, Ext In, Ext Out, Other,INIT Agent Repo
Report heading comparison tables BCMS system status (real-time) report and CMS real-time split report BCMS column Description CMS column/DB item CMS notes SPLIT Split name or ext Split - CALLS WAIT ACD and DA calls waiting Calls Waiting ACD calls only OLDEST CALL time oldest ACD/ DA call has waited Oldest Call Waiting ACD calls only AVG SPEED ANS avg speed of ans for ACD/DA calls Avg Speed of Answer ACD calls only AVAIL AGENT avail agts Agents Available - ABAND CALLS ACD/DA calls a
BCMS/CMS report heading comparison BCMS VDN status report and CMS VDN report (continued) BCMS column Description CMS column/DB item CMS notes OLDEST CALL time oldest call has waited Oldest Call - ACD CALLS completed ACD/DA calls ACD Calls - AVG SPEED ANS avg speed of answer for ACD and connect calls Avg Speed Answer - ABAND CALLS VDN calls that abandoned Calls Aban - AVG ABAND TIME avg time for VDN calls to abandon Aban Time - AVG TALK/ HOLD avg time ACD caller spent talking and on
Report heading comparison tables BCMS agent report and CMS agent summary BCMS column Description CMS column/DB item CMS notes Agent Agent extn or Login ID Agent Name login ID if no name ACD CALLS ACD/DA calls completed for all splits ACD Calls - AVG TALK TIME avg time talking on ACD/DA calls, all splits Avg Talk Time - TOTAL AFTER CALL Total ACW time for ACD/DA calls and non-call related ACW; includes time on extn calls I_ACWTIME - TOTAL AVAIL TIME time avail in at least one split Age
BCMS/CMS report heading comparison BCMS split summary and CMS split summary BCMS column Description CMS column/DB item CMS notes Split split number Split name or number Split Name split name or extn Split name or number ACD CALLS ACD/DA calls completed by this split ACD Calls ACD calls only AVG SPEED ANS avg speed of ans for ACD/ DA calls Avg Speed Ans ACD calls only ABAND CALLS ACD/DA calls abandoned for this split Aban Calls ACD calls only AVG ABAND TIME avg time to abandon for A
Report heading comparison tables BCMS split summary and CMS split summary (continued) BCMS column Description CMS column/DB item CMS notes AVG STAFF avg # people staffed during period Avg Pos Stf - % IN SERV LEVL % calls answered within service level % Within Service Level on Split Status report Issue 5.
BCMS/CMS report heading comparison BCMS trunk group summary and CMS trunk group summary report BCMS column Description CMS column/DB item CMS notes Group trunk group number Trunk group name or number Group Name trunk group name Trunk group name or number Number of Trunks trunks in group Number of trunks - INCOMING CALLS incoming calls carried Inbound Calls Carr - INCOMING ABAND incoming calls abandoned Inbound Calls Aban - INCOMING TIME avg holding time, incoming calls Inbound Avg
Report heading comparison tables BCMS VDN summary and CMS VDN report (continued) BCMS column Description CMS columns CMS notes CALLS OFFERED calls that used the VDN Calls Offered - ACD CALLS ACD/DA calls answered by agent; for “queue to main” and “check backup” only Calls Ans includes calls from “queue to main”, “check backup”, “route to” split, “messaging split” and “adjunct routing” AVG SPEED ANS avg speed ans for ACD/DA calls Avg Speed Ans - ABAND CALLS calls abandoned from VDN from “qu
BCMS/CMS report heading comparison 150 BCMS Operations
Glossary abandoned call An incoming call in which the caller hangs up before the call is answered. ACD See Automatic Call Distribution (ACD). ACD agent See agent. ACW See after-call work (ACW) mode. access code A dial code used to activate or cancel a feature, or access an outgoing trunk. ACD work mode See work mode. active-notification call A call for which event reports are sent over an active-notification association (communication channel) to the adjunct.
Auto-In Work mode Auto-In Work mode 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. Automatic Call Distribution (ACD) 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. Automatic Call Distribution (ACD) split A method of routing calls of a similar type among agents in a call center.
OQT direct agent calling 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. domain VDNs, ACD splits, and telephones.
other split other split The work state that indicates that an agent is currently active on another split call, or in ACW for another split. POE Processor occupancy evaluation queue An ordered sequence of calls waiting to be processed. queuing 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.
work state system-status report A report that provides real-time status information for internally measured splits. system manager A person responsible for specifying and administering features and services for a system. UCD Uniform call distribution VDN See vector directory number (VDN). 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.
work state 156 BCMS Operations
Index A acceptable service level administration of . . . . . . . . . . . . . . . . 19 definition . . . . . . . . . . . . . . . . . . . . 18 ACD definition of parameters . . . . . . . . . . . . . 20 determine how it is functioning . . . . . . . . . 102 engineering of interpolation method . . . . . . . . . . . . 106 using BCMS reports. . . . . . . . . . . . . 106 example application classified ads department . . . . . . . . . . 108 insurance agency . . . . . . . . . . . . . . 136 reservations department . . .
purpose . . . . . . . . . . . . . . BCMS Split Report . . . . . . . . . . . purpose . . . . . . . . . . . . . . BCMS Split Status Report . . . . . . . BCMS Split Summary Report . . . . . . purpose . . . . . . . . . . . . . . BCMS System Status Report . . . . . . ACD planning . . . . . . . . . . . . description . . . . . . . . . . . . . purpose . . . . . . . . . . . . . . table of differences with CMS Reports BCMS Trunk Group Report . . . . . . . ACD planning . . . . . . . . . . . . purpose . . . . . . . . .
ACD planning . . . . . . . . . . . . . . . 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 . . . . . . . . . . . . . . . . . . .
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 . . . . . . . . . . . . . . . . 93 91 93 94 47 . . . 19 . . . 91 T Trunk Group Report . . . . . . . . trunks determining the number required .
