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 121
60 seconds average service time
Number
of
agents
Average speed of answer
11 15 22 30 45 60 90 120 180
1 77891113172229
2 353640435056667485
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
8 302 313 330 346 370 387 410 424 440
9 352 365 383 401 427 445 469 483 500
10 403 417 438 457 484 503 528 542 559
12 508 524 548 570 600 620 646 662 679
14 614 632 659 684 716 738 765 781 799
16 721 742 772 799 833 856 884 900 918
18 830 853 886 914 951 975 1003 1020 1038
20 940 965 1000 1030 1069 1093 1123 1139 1158
25 1218 1248 1289 1322 1364 1390 1421 1439 1457
30 1500 1534 1579 1616 1661 1688 1720 1738 1757
35 1784 1822 1872 1911 1958 1987 2019 2038 2057
40 2071 2112 2165 2207 2256 2285 2319 2337 2357
45 2358 2403 2459 2503 2554 2584 2618 2637 2657
50 2648 2695 2754 2800 2852 2883 2918 2937 2956
60 3229 3281 3346 3395 3450 3481 3517 3536 3556
70 3813 3870 3939 3990 4047 4080 4116 4136 4156
80 4399 4460 4534 4587 4646 4679 4716 4735 4756