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 115
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
8 1474 1548 1634 1694 1759 1795 1834 1854 1875
9 1702 1780 1869 1932 1998 2035 2074 2094 2115
10 1931 2013 2106 2170 2237 2274 2313 2334 2355
12 2393 2482 2580 2646 2715 2753 2793 2814 2835
14 2858 2953 3055 3124 3194 3232 3273 3294 3315
16 3326 3425 3531 3601 3673 3712 3752 3773 3795
18 3796 3899 4008 4079 4152 4191 4232 4253 4275
20 4266 4373 4485 4558 4631 4671 4712 4733 4755
25 5448 5562 5679 5754 5830 5870 5911 5933 5955
30 6634 6753 6875 6952 7029 7069 7111 7133 7155
35 7823 7947 8071 8150 8228 8269 8311 8333 8355
40 9013 9141 9268 9349 9427 9468 9511 9533 9555
45 10205 10336 10466 10547 10626 10668 10711 10732 10755
50 11399 11532 11664 11746 11826 11868 11910 11932 11955
60 13787 13926 14061 14144 14225 14267 14310 14332 14355
70 16178 16321 16458 16543 16624 16667 16710 16732 16755
80 18571 18716 18856 18942 19024 19066 19110 19132 19154