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 119
45 seconds average service time
Number
of
agents
Average speed of answer
11 15 22 30 45 60 90 120 180
1 101112141721293545
2 48525763748398109122
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
8 416 434 460 484 516 538 565 581 598
9 485 504 533 559 593 616 644 660 678
10 555 576 607 635 671 695 723 740 758
12 697 722 758 788 827 852 882 899 918
14 841 870 909 943 984 1010 1041 1059 1077
16 988 1019 1062 1098 1142 1169 1200 1218 1237
18 1135 1170 1216 1254 1300 1327 1360 1378 1397
20 1284 1322 1371 1410 1458 1486 1519 1537 1557
25 1661 1704 1760 1803 1854 1884 1918 1937 1957
30 2042 2090 2151 2198 2251 2282 2317 2336 2356
35 2426 2479 2544 2594 2649 2681 2717 2736 2756
40 2812 2869 2938 2990 3047 3080 3116 3136 3156
45 3199 3260 3333 3387 3445 3479 3516 3535 3556
50 3589 3653 3729 3784 3844 3878 3915 3935 3956
60 4370 4440 4522 4580 4642 4677 4715 4735 4756
70 5154 5230 5316 5376 5440 5476 5514 5535 5556
80 5941 6021 6111 6173 6239 6275 6314 6334 6355