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
Historical reports
Issue 5.0 May 2005 65
Header definitions
Split report
Header Definition
Split The split number specified with the command line.
Split Name Displays the name that is administered for this split number. If no name
exists, BCMS displays the split extension (for example, EXT 65432).
Acceptable
Service Level
The desired time for an agent to answer a call for a given hunt group.
Timing for a call begins when the call enters the hunt group queue.
TIME/DAY The time or day interval specified in the command line.
Time is always expressed in 24-hour format. Start and stop times are
optional. Reports always start at the earliest time interval (either hour or
half-hour). If no start time is given, the oldest time interval is the default. A
stop time requires an associated start time. If no stop time is given, the
last completed time interval (hour or half-hour) is the default. If no start or
stop time is given, the report displays data accrued for the previous 24
time intervals. If you specify day in the command and do not include a
start day or stop day, the report displays data accrued for the previous 6
days and data accrued through the most recently completed interval
(hour or half-hour).
ACD CALLS The number of ACD calls completed for this split during the current
interval. This number also includes calls that flowed in from other splits
and Direct Agent (EAS only) calls.
AVG SPEED
ANS
The average amount of time answered ACD calls (split and Direct Agent)
spent in queue and ringing at an agent telephone before being answered
during the reporting interval. Calls that flowed in do not have queue time
from the previous split included in this average. This calculation is:
Keep the following in mind:
● This value does not include time listening to a forced first
announcement.
● A completed call may span more than one time period. ACD calls that
are in process (have not terminated) are counted in the time period in
which they terminate. For example, if an ACD call begins in the 10:00
to 11:00 time period, but terminates in the 11:00 to 12:00 time period,
the data for this call is counted in the 11:00 to 12:00 time period.
Sum of Each Completed Call's Time In Queue + Time Ringing
Total Number of ACD Calls Answered
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