User's Manual

Issue 5.0 May 2005 157
Index
A
acceptable service level
administration of
. . . . . . . . . . . . . . . . 19
definition. . . . . . . . . . . . . . . . . . . . 18
ACD
definition of parameters
. . . . . . . . . . . . . 20
determine how it is functioning . . . . . . . . . 102
engineering of
interpolation method
. . . . . . . . . . . . 106
using BCMS reports. . . . . . . . . . . . . 106
example application
classified ads department
. . . . . . . . . . 108
insurance agency . . . . . . . . . . . . . . 136
reservations department. . . . . . . . . . . 109
split management . . . . . . . . . . . . . . 110
managing operations with BCMS . . . . . . . . 15
monitoring the operations of an application. . . . 15
optimization of . . . . . . . . . . . . . . . . . 106
overall design criteria . . . . . . . . . . . . . . 101
planned future growth . . . . . . . . . . 106, 112
planning . . . . . . . . . . . . . . . . . . . . 101
when excessive time in answering calls . . . . . 103
ACD feature. . . . . . . . . . . . . . . . . . . . 101
ACD planning
agent engineering/optimizing guidelines
. . . . . 107
planning/engineering objectives . . . . . . . . . 101
ACD trunk engineering
table
. . . . . . . . . . . . . . . . . . . . . . 137
agents
changing their schedule
. . . . . . . . . . . . 104
determine how time utilized . . . . . . . . . . . 104
determining required number . . . . . . . . . . 107
determining when to add more to a split . . . . . 103
evaluating time spent answering ExtnCalls . . . . 103
evaluating when more training needed. . . . . . 105
measured by Login IDs . . . . . . . . . . . . . 16
measured by physical extension. . . . . . . . . 16
placing in multiple splits. . . . . . . . . . . . . 105
when to add more . . . . . . . . . .105, 106, 112
average amount of time
for incoming calls
. . . . . . . . . . . . . . . . 104
for outgoing calls . . . . . . . . . . . . . . . . 104
average length of time
before a call abandons the queue
. . . . . . . 102
taken before the ACD calls are answered. . . . 102
the agents spend in ACW mode . . . . . . . . 102
the agents spend talking. . . . . . . . . . . . 102
average service time
table 113, 115, 117, 119, 121, 123, 125, 127, 129,
131, 133
AVG ABAND TIME field . . . . . . . . . . . . . 105
AVG TALK TIME field . . . . . . . . . . . . 105, 107
B
BCMS
changing password
. . . . . . . . . . . . . . . 24
collection of data . . . . . . . . . . . . . . . . 41
compare report headings with CMS . . . . . . 139
data loss during software upgrades . . . . . . . 17
description of . . . . . . . . . . . . . . . . . . 15
feature . . . . . . . . . . . . . . . . . . . . . 16
interactions with external CMS . . . . . . . . . . 20
interactions with VuStats feature . . . . . . . . . 20
login . . . . . . . . . . . . . . . . . . . . . . 22
password. . . . . . . . . . . . . . . . . . . . 22
changing . . . . . . . . . . . . . . . . . . 24
reports . . . . . . . . . . . . . . . . . . . . . 16
how to access . . . . . . . . . . . . . . . . 21
list of primary differences from CMS reports . 139
storage of data . . . . . . . . . . . . . . . . . 17
terminal configurations for logging in . . . . . . . 22
type of reports
list
. . . . . . . . . . . . . . . . . . . . . 16
monitor reports . . . . . . . . . . . . . . . 16
BCMS Agent Report
ACD planning
. . . . . . . . . . . . . . . . . 104
purpose . . . . . . . . . . . . . . . . . . . . 55
table of differences with CMS Reports . . . . . 145
BCMS Agent Summary Report
purpose
. . . . . . . . . . . . . . . . . . . . 59
BCMS commands
table of . . . . . . . . . . . . . . . . . . . . . 42
BCMS Login IDs . . . . . . . . . . . . . . . . . . 42
BCMS Split or Skill Report
ACD planning
. . . . . . . . . . . . . . . . . 105
BCMS Split or Skill Status Report
ACD Planning
. . . . . . . . . . . . . . . . 103