User's Manual
Table Of Contents
- Avaya Communication Manager
- Call Center Software
- Basic Call Management System (BCMS)
- Operations
- Contents
- Preface
- BCMS description
- System access
- Generating reports
- Report reference
- System printer and Report Scheduler
- Using reports for ACD planning
- Appendix A: BCMS/CMS report heading comparison
- Glossary
- Index
Engineering ACD applications with report data
Issue 5.0 May 2005 113
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.
7 seconds average service time
Number
of
agents
Average speed of answer
11 15 22 30 45 60 90 120 180
1 154 195 253 302 359 392 429 449 470
2 575 648 736 799 865 902 942 962 984
3 1044 1135 1237 1305 1376 1415 1455 1476 1498
4 1531 1633 1743 1815 1888 1928 1969 1990 2012
5 2025 2136 2251 2326 2401 2441 2483 2504 2526
6 2525 2641 2761 2838 2914 2955 2997 3018 3040
7 3027 3149 3272 3350 3428 3469 3511 3533 3555
8 3532 3657 3783 3863 3941 3983 4025 4047 4069
9 4038 4167 4295 4376 4455 4496 4539 4561 4583
10 4545 4677 4808 4889 4969 5010 5053 5075 5097
12 5562 5699 5833 5916 5997 6039 6082 6104 6126
14 6581 6722 6859 6943 7025 7067 7110 7132 7155
16 7602 7746 7885 7971 8053 8095 8139 8161 8183
18 8625 8771 8912 8998 9081 9123 9167 9189 9212
20 9648 9797 9939 10026 10109 10152 10195 10218 10240
25 12208 12362 12508 12596 12680 12723 12767 12789 12812
30 14772 14929 15077 15166 15251 15294 15338 15360 15383
35 17337 17497 17647 17736 17822 17865 17909 17932 17954
40 19903 20065 20217 20307 20393 20436 20481 20503 20526
45 22470 22634 22787 22878 22964 23008 23052 23074 23097
50 25037 25204 25357 25449 25535 25579 25623 25646 25669
60 30174 30343 30499 30591 30677 30721 30766 30789 30811
70 35312 35483 35640 35733 35820 35864 35909 35932 35954