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
BCMS/CMS report heading comparison
142 BCMS Operations
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
Report
State CMS states: AVAIL,
ACDIN,ACDOUT,
ACW,ACWIN,
ACWOUT,AUX,
AUXIN,AUXOUT,
DACD,DACW,RING,
UNKNOWN,OTHER
TIME clock time
agent entered
state
Agent
Report
Time elapsed time in state
ACD
CALLS
number in/out
ACD + DA
calls
completed
- ACDCALLS +
DA-ACD CALLS
Not on standard
CMS
RT reports
EXT IN
CALLS
extension in
calls
completed
- ACWINCALLS+
AUXINCALLS
Not on standard
CMS
RT reports
EXT OUT
CALLS
extension out
calls
completed
- ACWOUTCALLS+
AUXOUTCALLS
Not on standard
CMS
RT reports
BCMS agent status (real-time) report (continued)
BCMS
column
Description CMS
report
CMS column/DB
item
CMS notes