AT&T Definity G3 BCMS - Operations

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555-230-704 Issue 4 September, 1995

Table of Contents

DEFINITY

Communications System Generic 3

Basic Call Management System

Operations

Graphics © AT&T 1988

Contents

Table of Contents i

1 Introduction 1-1

■ Overview 1-1

■ Organization 1-1

■ Conventions Used in This Document 1-2

2 BCMS Description and Applications 2-1

■ Overview 2-1

■ BCMS Reports 2-1

Feature Capac ity Limits (Maxim ums) 2-3 Hardware Configuration 2-4

■ BCMS Applications 2-6

Interactions With External CMS 2-7

Interactions with VuStats 2-8

3 System Access 3-1

■ Logging In and Log ging Off 3-1

BCMS Login 3-2 Logging In 3-2

Logging In from a Local Terminal 3-2 Logging In from a Remote Terminal 3-3

Logging Off 3-4

■ How to Change the BCMS Password 3-5

Issue 4 September 1995 iii

Contents

4 BCMS Report Generation 4-1

■ Overview 4-1

Acceptable Service Level 4-1

Percent within Service Level 4-1

Acceptable Service Level Administration 4-2 BCMS Commands 4-3 Online Help 4-5

■ Real-Time Reports 4-5

Monitor Command 4-6

■ BCMS Split Status Report 4-6

Report Headers, Abbreviations,

and Their Definitions 4-7 Displaying the BCMS Sp lit Status Report 4-10 Printing the BCMS Split Status Report 4-10

■ BCMS System Status Report 4-10

Report Headers, Abbreviations,

and Their Definitions 4-11 Displaying the BCMS System Status Report 4-14 Printing the BCMS System Status Report 4-14

■ BCMS VDN Status Report 4-14

Report Headers, Abbreviations,

and Their Definitions 4-15 Displaying the BCMS VDN Status Repo r t 4-17 Printing the BCMS VD N Status Report 4-17

■ Historical Reports 4-18

List Commands 4-18

■ BCMS Agent Report 4-19

Report Headers, Abbreviations,

and Their Definitions 4-21 Displaying the BCMS Agent R eport 4-23

Displaying an Hourly/Half-Hourly

Interval Report 4-23

Displaying a Daily Report 4-23

Printing the BCMS Agent Report 4-24

Printing an Hourly/Half-Hourly Interval Report 4-24 Printing a Daily Report 4-24

iv Issue 4 September 1995

Contents

Scheduling the BCMS Agent Report to Print 4-25

Schedu lin g a n Hourly/ Hal f-Hourly

Interval Report to Print 4-25

Schedu li n g a Daily Report to Print 4-26

■ BCMS Agent Summary Report 4-28

Report Headers, Abbreviations,

and Their Definitions 4-29

Displaying the BCMS Agent S ummary Report 4-31

Displaying an Hourly/Half-Hourly

Interval Report 4-31

Displaying a Daily Report 4-32

Printing the BCMS Agent Summary Report 4-32

Printing an Hourly/Half-Hourly Interval Report 4-32 Printing a Daily Report 4-33

Scheduling the BCMS Agent Summary

Report to Print 4-33

Schedu lin g a n Hourly/ Hal f-Hourly

Interval Report to Print 4-33

Schedu li n g a Daily Report to Print 4-35

■ BCMS Spl it Report 4-37

Report Headers, Abbreviations,

and Their Definitions 4-39

Displaying the BCMS Split Report 4-43

Displaying an Hourly/Half-Hourly

Interval Report 4-43

Displaying a Daily Report 4-44

Printing the BCMS Split Repo rt 4-44

Printing an Hourly/Half-Hourly Interval Report 4-44 Printing a Daily Report 4-45

Scheduling the BCMS Split Repo rt to Print 4-45

Schedu lin g a n Hourly/ Hal f-Hourly

Interval Report to Print 4-45

Schedu li n g a Daily Report to Print 4-47

■ BCMS Spl it Summary Report 4-49

Report Headers, Abbreviations,

and Their Definitions 4-51

Displaying the BCMS Split Summary Report 4-55

Displaying an Hourly/Half-Hourly

Interval Report 4-55

Issue 4 September 1995 v

Contents

Displaying a Daily Report 4-56

Printing the BCMS Split Summary Report 4-56

Printing an Hourly/Half-Hourly Interval Report 4-56 Printing a Daily Report 4-57

Scheduling the BCMS Split Summary

Report to Print 4-57

Schedu lin g a n Hourly/ Hal f-Hourly

Interval Report to Print 4-57

Scheduling a Daily Report to Print 4-59

■ BCMS Trunk Group Report 4-60

Report Headers, Abbreviations,

and Their Definitions 4-62 Displaying the BCMS Trunk Group Report 4-64

Displaying an Hourly/Half-Hourly

Interval Report 4-64

Displaying a Daily Report 4-65

Printing the BCMS Trunk Group Report 4-65

Printing an Hourly/Half-Hourly Interval Report 4-65 Printing a Daily Report 4-66

Scheduling the BCMS Trunk Group

Report to Print 4-66

Schedu lin g a n Hourly/ Hal f-Hourly

Interval Report to Print 4-66

Scheduling a Daily Report to Print 4-68

■ BCMS Trunk Group Summary Report 4-70

Report Headers, Abbreviations,

and Their Definitions 4-71 Displaying the BCMS Trunk Group

S umm ar y Report 4-73

Displaying an Hourly/Half-Hourly

Interval Report 4-74

Displaying a Daily Report 4-74

Printing the BCMS Trunk Group Summary Report 4-75

Printing an Hourly/Half-Hourly Interval Report 4-75 Printing a Daily Report 4-75

Scheduling the BCMS Trunk Group

Sum mar y Report to Print 4-76

Schedu lin g a n Hourly/ Hal f-Hourly

Interval Report to Print 4-76

Scheduling a Daily Report to Print 4-77

vi Issue 4 September 1995

Contents

■ BCMS VDN Report 4-79

Report Headers, Abbreviations,

and Their Definitions 4-80

Displaying the BCMS VDN Report 4-83

Displaying an Hourly/Half-Hourly

Interval Report 4-83

Displaying a Daily Report 4-83

Printing the BCMS VDN Report 4-84

Printing an Hourly/Half-Hourly Interval Report 4-84 Printing a Daily Report 4-84

Scheduling the BCMS VDN Report to Print 4-85

Schedu lin g a n Hourly/ Hal f-Hourly

Interval Report to Print 4-85

Schedu li n g a Daily Report to Print 4-86

■ BCMS VDN Summary Report 4-88

Report Headers, Abbreviations,

and Their Definitions 4-89

Displaying the BCMS VDN Summary Report 4-91

Displaying an Hourly/Half-Hourly

Interval Report 4-91

Displaying a Daily Report 4-92

Printing the BCMS VD N Summary Report 4-92

Printing an Hourly/Half-Hourly Interval Report 4-92 Printing a Daily Report 4-93

Scheduling the BCMS VDN Summary

Report to Print 4-93

Schedu lin g a n Hourly/ Hal f-Hourly

Interval Report to Print 4-93

Schedu li n g a Daily Report to Print 4-95

5 System Printer and Report Scheduler 5-1

■ System Printer 5-1

G3i System Printer Administration 5-1 G3r System Printer Administration 5-3 System Printer Data Link Operation

and Ma in tena nce 5-5

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Contents

■ Report Scheduler 5-6

Print Intervals 5-6 Adding a Report to the Report Scheduler 5-6 Summary of the Steps for Printing Reports

on the System Printer 5-9 Listing Scheduled Reports 5-10 Change Command 5-11 Remove Command 5-13

6 Use of BCMS Reports for ACD Planning 6-1

■ Planning/Engineering Object ives 6-1

BCMS System Status Report 6-2 BCMS Split Status Report 6-3 BCMS VDN Status Report 6-3 BCMS Trunk Group Report 6-4 BCMS Agent Report 6-4 BCMS Split or Skill Report 6-5 BCMS VDN Report 6-5

■ Engineering ACD Applications with

Data Obtained from the BCMS Reports 6-5

Agent Engineering/O ptimiz i ng Guidelines 6-6 Trunk Engineering Guidelines 6-34

A Error Messages A-1

B Data Module and Printer Options B-1

■ 7400A Data Module Switch Settings

for BCMS Terminals B-1

■ 7400A Da ta Module Swi tch Settings

for AT&T 475 Printer B-2

viii Issue 4 September 1995

Contents

■ AT &T 61 5 Terminal Options B-3

■ AT&T 572 Printer B-3

■ AT&T 475 Printer B-5

C References C-1

■ Basic C-1

■ Call Center C-5

■ Networks C-6

■ Application Specific C-6

D BMCS/CMS Report Heading Comparison D-1

■ Summary of Differences D-1

ABB Abbreviations ABB-1

GL Glossary GL-1

IN Index IN1

Issue 4 September 1995 ix

Contents

x Issue 4 September 1995

Introduction

Overview

This document p rovides a comprehensive description of the Basic Call Management System (BCMS) feature, which is available with the DEFINITY. Communications System Generic 3 (G3). This document also describes the Report Scheduler feature, which is often used with BCMS.

Although intended primarily for the BCMS administrator, this document may prove useful to the system administrator, the Automatic Call Distribution ( ACD) spl it supervisor, the ACD administrator, and ACD agents.

Organization

This guide is divided into the following chapters and appendices:

■ Chapter 1. " Introduction" is an introduction to this document.

■ Chapter 2. "BCMS Description and Applications" provides a brief

■ Chapter 3. "System Access" provides procedures on how to log in and

■ Chapter 4. "BCMS Report Generation" describes th e BC MS comman ds

overview of the BCMS feature and lists the reports, feature capacity lim its, relevant hardware considerations, and typical applications of the BCMS feature.

log off BCMS . This chapter also provides the procedures for changing the BCMS password.

that are available to the BCMS administrator followed by a display and a description of the various rep o rt s that the c ommands produce.

Issue 4 September 1995 1-1

Introduction

■ Chapter 5. "System Printer and Report Scheduler" describes the

optional Report Scheduler feature. Also i n c luded in this chapter is a description of the report scheduler commands and a display of the reports.

■ Chapter 6. "Use of BCMS Reports for ACD Planning" desc ribes

desirable objectives and how the BCMS reports can be used to plan, engineer, and optimize ACD splits and trunk group s.

■ Appendix A, "Error Messages" contains a list of possible error

messages that may be encountered if a command is entered incorrectly.

■ Appendix B, "Data Module and Printer Options" lists the required

switch settings for the 7400A Data Module, the AT& T 572 serial printer, the AT&T 475 serial printer, and the 615 Data Terminal Equipment (DTE).

■ Appendix C, "References" lists other documents that may be used for

reference

■ Appendix D, "BMCS/CMS Report Heading Comparison" c o mpares

reports and report headings between BCMS and CMS

■ "Abbreviations" contains definitions for abbreviations and acronyms

used throughout the DEFINITY documentation.

■ "Glossary" contains a list of frequently used terms and their definitions.

■ ‘’Index’’ contains a cross-refere nced index.

Conventions Used in This Document

This manual uses the following conventions:

■ The names of c ommands are shown in the foll owi n g typefac e:

change system-parameters feature

■ Information you type is shown in the following typeface: EIA

■ Information displayed on the screen is shown in the following typeface:

■ Keyboard keys are shown as follows: RETURN

■ Functi on keys are shown as follows: CANCEL

1-2 Issue 4 S eptember 1995

BCMS Description and Applic ations

Overview

In order to monitor the operations of an ACD application, which automatical ly` distributes incoming calls to one or more groups of agents, AT&T offers the Call Management S y stem (CMS ) software. T he CMS collects dat a r egarding the calls on the switch and organizes the data into reports that help you manage ACD facilities and personnel. These reports may be displayed on a video d isplay terminal in real time, printed immediately, or scheduled for printing at a later time.

AT&T offers two types of CMS: External CMS and BCMS. Although both of these options perform the same tasks, they are configured differently and have different capacities. Th is chapter presents the capacities f o r B C MS G3vs, BCM S G3s, BCMS G3i, and BCMS G3r.

In the External CMS arrangement, the CMS software resides in a computer (usually referred to as an ‘‘adjunct’’) that is connected to the syst em via a data link. In the BCMS arra ngement, the CMS software resides within the system. A third arrangement exists in which both BCMS and External CMS report on a hunt group. For R2 CMS, if external CMS or ‘‘BOTH’’ is requested, measured hunt groups must begin with hunt group 1 and be consecutively assigned.

BCMS Reports

The BCMS fe ature provides the fol lowing reports:

1. Monitor Reports, which are real-time reports that present data on:

■ All splits, on a system basis, that have been administered for

internal measurements

Issue 4 September 1995 2-1

BCMS Description and Applications

■ Individual splits that have been administered for internal or both

measurements

■ VDNs that are bein g measured by BCMS.

2. List Reports, which provide historical information and can be printed immediately or scheduled for subsequent printing. These reports present data on:

■ Individual agents or a group of agents, based on the time of day

■ Individual agents or a group of agents, based on the day of the

week

■ Individual splits or a group of splits, based on the time of day

■ Individual splits or a group of splits, based on the day of the week

■ Individual trunk groups or a group of trunk groups, based on the

time of day

■ Individual trunk groups or a group of trunk groups, based on the

day of the week

■ Individual Vector Directory Numbers (VDNs) based on the time of

day

■ Individual VDNs based on the day of the week

The examples of reports throughout this manual illustrate BCMS reports as they appear in G3V4. If you have an earlier version of the switch, your reports may differ from the examples.

NOTE:

Agents can be measured b y their physical extension (that is, the phone extension they use), or they can be measured by their Login IDs when either EAS or BCMS/VuStats Login IDs is optioned.

2-2 Issue 4 S eptember 1995

BCMS Reports

Feature Capacity Limits (Maximums)

The BCMS feature is designed to support ACD applications with requirements that do not exceed the capac ity limits contained in Table 2-1.

Table 2-1. BCMS capacities for V3 and V4

G3vs/s V3G3iV3G3rV3G3vs/sV4G3iV4G3r

Item

Measured A g ents

75 200 600 75 400 2,000

or Login IDs Measured Splits 12/24* 99 99 12/24* 99 255 Measured Trunk

16/32* 32 32 16/32* 32 32

Groups Measured VDNs NA/24 99 512 NA/24 99 512 Historical Data

Storage Time Intervals 25 25 25 25 25 25 Daily Summaries 7 7 7 7 7 7 Historical (List)

16 16 16 16 16 16

Reports Real-Time Reports 3 3 3 3 3 3 * Stands for PBP/ABP capacities.

NOTE:

In G3V3 and later releases, an agent can log into a maximum of four measured splits at any one time.

The important point regarding these capacity limits is that the system will only make internal measurements for parameters that are within these limits. If you want to measure one or more ACD parameters that exceed the BCMS capacity limits, you must use External CMS.

BCMS reports may be accessed fr o m a G 3 M an agem ent Terminal or on a dial-up basis. When dial-up access is used, two constraints can affect the number of terminals that can access BCMS data simultaneously:

■ The number of dial-up (Netcon) channels. The system provides f o ur

Netcon channels.

■ The number of Terminal User IDs (TUIs). A TUI is a switch resource used

by:

— A T&T T echnical Service Center (TSC) when logged in

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BCMS Description and Applications

NOTE:

— The G3 Management Terminal when powered up — A rem ote Management Terminal when logged in — A BCMS terminal when logged in — The system printer while printing

BCMS data is stored in volatile switch me mory; it cannot be saved to or retrieved from tape. The switch preserves historical data if a Reset System 1, Reset System 2, or Reset System Interchange (i n a du p licated system) occurs. Real-time data is preserved if a Reset System 1 or Reset System Interchange occurs.

The switch loses all data (historical and real-time) during software upgrades.

Hardware Configuration

Th e B C MS reports may be displaye d via t he G 3 M anagemen t Terminal or printed on its associated printer. As a result, the BCMS feature does not require any new or additional hardware. As an option, the BCMS reports may be scheduled via the Report Schedu le r an d directed to its associated printer. The Report Scheduler option i s preferred over the Management Terminal and its associated slave printer. Scheduled reports cannot be sent to a CRT or associated slave printer. Figure 2-1 shows a sample ACD/BCMS equipment configuration, including arrangements for connecting the optional printer(s).

2-4 Issue 4 S eptember 1995

BCMS Reports

AGENT #1 AGENT #200

DEFINITY G3 SWITCH

TRUNK GROUP

#99

(NOTE 1)

"ACD" FEATURE

"BCMS"

FEATURE

"REPORT

SCHEDULER"

FEATURE

(NOTE 2)

NOTES:

1. THE ACD AND BCMS FEATURES WILL SUPPORT UP TO 400 TRUNKS (MAXIMUM) IN A MAXIMUM OF 32 MEASURED TRUNK GROUPS.

2. ALTHOUGH THE "REPORT SCHEDULER" FEATURE IS STANDARD WITH BCMS, OPTIONAL HARDWARE IS REQUIRED TO PRINT REPORTS.

TN773

PROCESSOR

TN726

DATA LINE

TN754

DIGITAL LINE

TN726

DATA LINE

EIA

MANAGER 1

TERMINAL

"OR"

ADU

7400A

7400B

ADU

PRINTER CONFIGURATION ARRANGEMENTS

PRINTER

PERSONAL

COMPUTER

PRINTER

PERSONAL

COMPUTER

PRINTER

PERSONAL

COMPUTER

SUPERVISOR

TERMINALS

615 WITH

513

EMULATION

615 WITH

513

EMULATION

SYSTEM

PRINTE

Figure 2-1. BCMS Sample Configuration

The Report Scheduler is enabled on the System-Parameters Customer-Options form. Only an authorized AT&T representative can access and make changes to the System-Parameter s Custome r-Options form. The parameters of the system printer, which are used by the Report Scheduler feature, are administered on the Feature-Related Sy stem Parameters form. If the parameters for the system printer are not administered, scheduled reports cannot be printed. The system administrator login may access this screen by entering the change system-parameters features c ommand. This comma n d a n d the requirem ents

Issue 4 September 1995

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BCMS Description and Applications

NOTE:

for using the Feature-Related System Parameters for to set up the Report Scheduler are covered in Chapter 5, "System Printer and Report Scheduler".

Th e R eport Scheduler should not be confused with and does not replace the journal, Call Detail Records (CDR), or Property Manageme nt System (P MS) dedicated printers. Consisting of virtually any asynchronous printer, the Report Scheduler is intended to print all DEFINITY Generic 3 reports and the output of virtually all list, display, and test commands. As an option, a personal computer (PC) or host computer may be used to store the reports and provide additional data manipulation capabilities. AT&T does not provide PC software for this application.

The BCMS software resides completely on the switch and does not include any special software or unique communications protocol for the PC/host computer application. Although AT&T does propose the use of a PC to collect, store, and p rint the reports, AT&T does not recommend an applications software package for the PC. Since AT&T does not install, administer, or control the PC application, AT&T does not guarantee correct operation of this arrangement. Customers using a PC to collect report data will need the following report output information for each report:

1. Begin with one-half page of line feeds.

2. Print a four-line banner containing th e following information:

■ Print job ID

■ Command

■ Time of day

■ User

3. Provide a form feed.

4. Begin report data using 80 characters p er line. Use spaces where there are no data, and a newline character at the end of each line.

5. Provide a form feed after each page of data. (The page length is defined in system parameters.)

6. Provide a form feed when the report is finished printing.

BCMS Applications

You can use the BCMS feature to support tho se service applications that use the ACD f ea t ur e. The primary service applications that use the ACD feature are calls and customer servic e centers.

2-6 Issue 4 S eptember 1995

BCMS Applications

Determining the proper size for the ACD trunk groups and the number of agents that should b e assigned to each split requires knowledge of the incoming call volume with respect to the following factors:

■ Each type of service provided

■ Time of day

■ Day of the week

■ Skill level of the agent

Generally, ACD applications are not preplanned because the types of traffic information that would be required are unavailable. Initially, ACD applications are engineered based on an estimated calling volume. Subsequently, the BCMS reports allow you to manage the hourly and/or daily operations of the ACD by:

■ Monitoring trunk group usage

■ Monitoring the calling volume for each split

■ Monitoring VDNs

■ Monitoring the work load of each agent

■ Comparing agents’ performances

Chapter 4, "BCMS Report Generation" describes each BCMS report in detail while Chapter 6, "Use of B CMS R eports for ACD Planning" describes ho w t o plan and maintain an ACD based on the information provided by these reports.

NOTE:

Most BCMS measurement data is collec t ed a t the end of a call, whereas hunt group measurements count calls as soon as they begin. Therefore, calls spanning across a time interval boundary will be co unted differentl y by the two. If comparing the measurements from BCMS with those from the hunt groups, there may be slight differences. However, both hunt group and BCMS measurements should indicate the same trends.

Interactions With External CMS

From the administration perspective, the ACD parameters associated with trunks groups, hunt groups, and VDNs are any of the following:

■ Not measured

■ Internally measured by BCMS

■ Externally measured by External CMS

■ Measured both internally and externally

Note that using BCMS in conjunction with External CMS increases the maximum number of agents and trunk groups that can be measured for a particular ACD

Issue 4 September 1995

2-7

BCMS Description and Applications

application. In other words, the capacities shown for BCMS are additive to those of External CMS.

NOTE:

If both BCMS and External CMS are used simultaneously, switch performance may be degraded.

Interactions with VuStats

G3V3 and later releases provide the VuStats feature, which enables agents and supervisors with display terminal to view data about agents, splits, and VDNs. Much of this information is the same as that provided by BCMS and external CMS. Refer to the VuStats section in the

Generic 3 Version 4 Implementation

Vustats data items and BCMS report columns.

DE FINITY Communications System

manual, 555-230-655, for a comparison of

2-8 Issue 4 S eptember 1995

System Access

Logging In and Logging Off

BCMS p rovides one login ID and supports a maximum of five G3 Management Terminals logged in simultaneously. (A BCMS terminal is considered to be a remote Management Terminal. You can access BCMS reports either from a Management Terminal (local) or on a dial-up (remote) basis. When dial-up access is used, the following two constraints affect the number of terminals that can access BCMS data simultaneously:

■ The number of dial-up (Netcon) channels. The system provides four

Netcon channels.

■ The number of Terminal User IDs (TUIs). A TUI is a switch resource used

by:

— TSC when logged in — the Management Terminal when powered up — a remote Management Terminal when logged in — a BCMS terminal when logged in — the system p rinter while printing

When the switch is configured with more than one Management Terminal, you may use one of the following terminals to access the BCMS feature:

■ 4410

■ 4425

■ 513

■ 610

■ 615

Issue 4 September 1995 3-1

System Access

Typically, one terminal i s dedic a ted to the administration and/or maintenance tasks, while the others are used for the ACD/BCMS features.

BCMS Login

The switch provides several different categories of login names. The login name identifies the user and his or her permitted capabilities to the system. Generally, each category permits unique capabilities (and restrictions). The BCMS login allows you to display, print, and schedule BCMS reports. The BCMS login is simply bcms, and the password is bcmspw. Since more than one user will typically log into the system with this same login, all the users must know the password.

Logging In

■ 715 BCT

NOTE:

A BCMS terminal is considered to be a remote Management Terminal.

There are two types of terminal configurations for logging into BCMS: a remote terminal and a local terminal. Although both configurations use the same types of terminals, the remote terminal requires a data module for dialing up the system.

Logging In from a Local Terminal

To log into BCMS from a local terminal, perform the following steps:

1. Turn on the terminal (if required) and press displayed).

— The screen displays the following prompt:

2. Enter bcms and press

— The screen displays the following prompt:

Password:

3. Enter your password and press For security reasons, the password is not displayed as you type it. The

system verifies that the login and password you entered are valid.

— If you entered an invalid login or password, t h e system displays the

following message and prompt:

INCORRECT LOGIN

BREAK (if no prompt is

RETURN.

RETURN. The default password is bcmspw.

Repeat Steps 2 and 3.

3-2 Issue 4 S eptember 1995

Logging In and Logging Off

— If you entered the correct login and associated password, the

sc reen dis plays the following prompt:

Terminal Type (Enter 513, 4410, 4425): [513]

Proceed to Step 4.

4. Enter the appropriate terminal type:

■ If you are using a 4410 terminal, enter 4410 and press RETURN.

■ If you are using a 4425 terminal, enter 4425 and press RETURN.

■ If you are using a 513 terminal, just press RETURN. 513 (which is

displayed in brackets on the screen) is the default.

■ If you are using a 610 or 615 MT terminal that has a 513 emulation

cartridge, just press

■ If you are using a 610 or 615 MT that does not have the 513

emulation ca rtridge, enter 4410 and press

■ If you are using a 715 BCT terminal, just press RETURN.

After you enter the appropriate terminal type, the system displays the following prompt :

RETURN.

enter command:

Th e sys t em is no w ready for you t o enter a command to generate a BCMS report.

Logging In from a Remote Terminal

To log into BCMS from a remote terminal, perform the following steps:

1. Turn on the terminal (if required) and press displayed).

— The screen displays the following prompt:

Dial:

2. Enter the hunt group extension number for th e N etcon channel s a nd press

RETURN.

— The screen displays the following prompt:

3. Enter bcms and press

— The screen displays the following prompt:

Password:

4. Enter your password and press

BREAK (if no prompt is

RETURN.

RETURN. The default password is bcmspw.

For security reasons, the password is not displayed as you type it. The system verifies that the login and password you entered are valid.

Issue 4 September 1995

3-3

System Access

— If you entered an invalid login or password, t h e system displays the

following message and prompt:

INCORRECT LOGIN "Login:

Repeat Steps 3 and 4.

— If you entered the correct login and associated password, the

sc re e n dis pla y s the following prompt:

Terminal Type (Enter 513, 4410, 4425): [513]

Proceed to Step 5.

5. Enter the appropriate terminal type:

■ If you are using a 4410 terminal, enter 4410 and press RETURN.

■ If you are using a 4425 terminal, enter 4425 and press RETURN.

■ If you are using a 513 terminal, just press RETURN. 513 (which is

displayed in brackets on the screen) is the default.

■ If you are using a 610 or 615 MT terminal that has a 513 emulation

cartridge, just press

RETURN.

Logging Off

Whenever you are not using the terminal, log off the system. To log off the system, perform the following steps:

The switch automatically disconnects the terminal.

■ If you are using a 610 or 615 MT that does not have the 513

emulation ca rtridge, enter 4410 and press

■ If you are using a 715 BCT, just press RETURN.

RETURN.

After you enter the appropriate terminal type, the system displays the following prompt :

enter command:

The system is now ready fo r you to enter a command to generate a BCMS report.

1. Type logoff.

2. Press

RETURN.

3-4 Issue 4 S eptember 1995

How to Change the BCMS Password

change password bcms Page 1 of 1 PASSWORD CHANGE Change Password For Login Name: bcms Your Current Password: _______ New Password For Login Name: _______ New Password (enter again): _______

How to Change the BC MS Password

To maintain the security of the system, the System Manager (or any user with special privileges) can change the password asso ciated with the BCMS login. The BCMS login cannot be administered and does not change. Only the passwo rd for the BCMS login can change.

NOTE:

The BCMS login does not have the privilege to change the BCMS password.

The password should be changed:

■ When the system is installed (change the password from the default

bcmspw)

■ Each time a new person takes over the associated login name

■ If an unauthorized person has discovered the password

Once the password is assigned, keep the followi n g t hings in mind:

■ Do not give the password to anyone

■ Keep the written p a s sword in a locked place

To chan ge a password, perform the following steps:

1. At the enter command: prompt, enter change password bcms and

RETURN.

press

— The system displays the Password Chang e screen (Screen 3-1).

The cursor is positioned on the Your Current Password: field.

Screen 3-1. Password Change Screen

Issue 4 September 1995

3-5

System Access

NOTE:

2. Enter your current password and press RETURN. — The cursor is positioned on the New Password For Login

Name: field.

3. Enter your new password and press

RETURN.

Valid passwords contain four to seven alphabetic or numeric characters, or a combination of alphabetic and numeric characters.

— Th e cursor is positioned on t he Ne w Password (enter again):

field.

4. Re-enter your new password and press — The system displays the followin g prompt:

command completed successfully enter command:

RETURN.

3-6 Issue 4 S eptember 1995

BCMS Report Generation

Overview

This chapter helps you understand the Acceptable Service Level and the Percent Within Service Level, and it provid e s inf ormati on on generating BCMS reports. It also provides descriptions of each of the reports.

Acceptable Service Level

Before using BCMS, you must understand the concept of Acceptable S e rvice Level and then set the acceptable service level field on various forms.

Acceptable Service Level is the desired time to answer for a given VDN or hunt group. Timing for a call begins when the call encounters a VDN or enters a hunt group queue. If the number of seconds to an swer the call is equal to or less than the administered a cceptable service level for the VDN or hunt group, the call is recorded as acc eptable.

Percent within Service Level

A service level can be administered for each hunt group or VDN, if t he customer option has been set to The service level is the amount of time (number of seconds) all owed t he switch to answer calls.

To calcul ate the perc entage of calls within the acceptable service level, BCMS divides the number of acceptable calls by the calls offered.

and if the hunt group or V DN is administered by BCMS.

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BCMS Report Generati on

For hunt groups, BCMS calculates the Percent Within Service Level as follows:

% IN SERV LEVL =

where accepted — Is the number of calls answered for which the queue time was less

than or equal to the administered service level for the split dequeued — Is the n umber of calls t hat encou ntered t h e s plit’s queu e, but w er e

NOT answered, abandoned, or outflowed. This occurs with multiple split queuing.

For VDNs, BCMS calculates the Percent Within Service Level as follows:

where

_ ________________________________________

ACDcalls + abandons + out f lows + dequeued

% IN SERV LEVL =

accepted * 100

_ _____________

calls o ff ered

accepted — Is the number of answered calls ( time was less than or equal to the administered service level for the VDN.

here refers to the data item on the form of the same name.

ans

calls offered — Is the total number of ended cal ls t h at access ed th e VDN during the current interval.

Acceptable Service Level Administration

The

Acceptable Service Level

Customer-Options, VDN, and Hunt Group forms. On the System-Parameters Customer-Options form (only changeable by an AT&T technician) set the field BCMS Service Level to y to activate BCMS.

On the Hunt Group Form (user changeable) set the field BCMS Acceptable Service Level to a number between 0 and 9999. Set the Measured field to either internal or both.

On the Vector Directory Number form set the field BCMS Acceptable Service Level to a number between 0 and 9999. Set the Measured field to either internal or both

NOTE:

The column % IN SERV LEVL may be blank for one or more of the following reasons:

field i s administered on the System-Parameters

num ans

) for which the answer

num

■ T he BCMS Service Level field on the Customer Options form is set to n.

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Overview

■ No service level is defined for the split or VDN (it cannot be set if BCMS

Service Level is set to n).

■ No call ended in the interval.

BCMS Commands

After you log into BCMS, the system prompts you to enter a command. BCMS commands consist of the following three components:

1. The ACTION to be taken

2. The OBJECT for the specified action

3. The QUALIFIER(S) for the specified object

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Table 4-1 lists all of the commands you can perform with the BCMS login.

Table 4-1. Permitted BCMS Administration Commands

BCMS Administration Commands

Action Object Qualifiers

monitor bcms split split number [print] (Note 1)

bcms system [split number] [print] (Note 2) bcms vdn extension [print] (Note 2)

list bcms agent ext.|loginID [time] [start time] [stop time] [print|schedule] (Notes

2, 3, 4)

bcms agent ext.|loginID [day] [start day] [stop day] [print|schedule] (Notes

2, 4)

bcms summary agent ext.|loginID [time] [start time] [stop time] [print|schedule] (Notes

2, 4)

bcms summary agent ext.|loginID [day] [start day] [stop day] [print|schedule] (Notes

2,4) bcms split split number [time] [s tart time] [stop time] [print|schedule] bcms split split number [day] [start day] [stop day] [print|schedule] bcms summary split split number [time] [start time] [print|schedule] (Note 2) bcms summary split split number [day] [start day] [print|schedule] ( Note 2) bcms trunk group number [time] [start time] [stop time] [print|schedule] bcms trunk group number [day] [start day] [stop day] [print|schedule] bcms summary trunk g r oup number [time] [start time] [stop time] [print|schedule]

(Note 2) bcms summary trunk group number [day] [start day] [stop day] [print | s chedul e] (N ot e

2) bcms vdn extension [time] [start time] [stop time] [print|schedule] bcms vdn extension [day] [start day] [stop day] [print|schedule] bcms summar y vdn extension [time] [start time] [stop time] [print|schedule] (Note 2) bcms summary vdn extension [day] [start day] [stop day] [print|schedule] (Note 2)

NOTES

1. Items de picted within brackets, such as [print], are optional.

2. You may enter a single number, a list of numbers, or a range of numbers (for example 100-200).

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Real-Time Reports

3. Whenever the command line qualifier [ schedule] is initially executed, the

4. If "BCMS/VuStats Login IDs" is enabled on the System-Parameters

Online Help

If you are unsure of a command, press HELP to obtain the list of permissib le commands. For exam ple, suppose, you wanted to generate a BCMS Split Report. The command to generate this report is monitor bcms split #. However, you only know the beginning of the command (in this case, monitor bcms). To find out the rest of the command, you would perform the following steps:

system defaults the report for im mediate printi ng (unless a day/time of day is scheduled) and ge n erates a Job Id. The Job Id is required by the Report Scheduler feature for updating and deleting the schedule of reports. T he Report Scheduler (described in Chapter 6, "Use of BCMS Reports for ACD Planning") is used to administer a time/day schedule for each desired report.

Customer-Options form, then you must enter an agent’s login ID or a range of login IDs in place of the physical extension or range of extensions.

1. At the com man d promp t , e nter monitor bcms

2. Press

HELP.

— The system displays the followin g list of secondary commands for

the monitor command: split system vdn

Real-Time Reports

BCMS provides three real-time reports:

■ BCMS Split Status Report

■ BCMS System Status Report

■ BCMS VDN Status Report

The BCMS Split Status Report provides the current (real-time) status and cumulative measurement data for thos e agents ass igned to the split you specify. The BCMS System Status Report provides current (real-time) status information for either all BCMS splits or selected splits. The BCMS VDN S tatus Report provides the current (real-time) status and cumulative measurement data for VDNs monitored by BCMS.

You may gener ate t hese reports using the monitor command, which is discussed below.

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Monitor Command

The monitor command is used to display real-time status reports for splits and split agents. These reports display data accrued since the last inte rv al boundary. The time intervals may be in one-hour or half-hour increments. (To select the desired increment, ac ce ss the F eature-Related System Parameters screen and enter hour or half-hour in the Measurement Interval field. Consult Chapter 6, "Use of BCMS Reports for ACD Planning" for more information.)

There are three monitor commands, one to print each real-time report:

■ bcms split

■ bcms system

■ bcms vdn

The bcms split command generates the BCMS Split Status Report. The bcms system command generates the BCMS System Status Report. The bcms vdn

command generates the BCMS VDN Status Report. Whenever a status report is displayed on the G3 Management Terminal, it is

updated automatically approximately every 30 seconds. You can immediately update the on-screen status report by pressing command and return to the command prompt, press consists of more than one page, press pages and

PREVPAGE to display any p revious pages.

UPDATE. To cancel the monitor

CANCEL. If the status report

NEXTPAGE to display any subsequent

If you incorrectly enter the command, or if the qualifier is not applicable or cannot be measured, a descriptive error message appear s o n t he message l ine , located on the bottom of the screen. Usually, the error message descriptions provide enough inform ation about the problem so that you will not need to research it. However, if you require more information about the error message, press Some examples of error messages are listed below:

■

?? invalid report type for spec i fied time or day

■ ?? number of BCM S measured agents exceeds maximum

■ Split not measured by BCMS

Appendix A lists all possible BCMS error messages.

BCMS Split Status Report

The BCMS Split Status Report provides the current (real-time) status and cumulative measurement data for thos e agents ass igned to the split you specify. This report displays data accrued since the last interval boundary. For example, if the interval is set for hourly, and you issue the command to display the BCMS Split Status Report at 11:10 a.m., the report displays the data accrued since 11:00 a.m. Although this report is updated approximately every 30 seconds, you

HELP.

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BCMS Split Status Report

can i m m e di a t e l y updat e the information on the screen by press ing UPDATE. At the beginning of the next interval, the report resets. Screen 4-1 shows the BCMS Split Status Report.

monitor bcms split 30

Split: 30 Date: 12:13 pm MON MAY 15, 1995

Split Name: headquarters

Calls Waiting: 5 Acceptable Service Level: xxx

Oldest Call: 1:39 % Within Service Level: xxx

Staffed: 7 Avail: 1 ACD: 1 ACW: 1 AUX: 1 Extn Calls: 2 Other: 1

AGENT NAME LOGIN ID EXT STATE TIME CALLS CALLS CALLS

Agent 1 32191 12345 Avail 12:00 0 0 0 Agent 2 32192 12346 ACD 12:04 1 0 0 Agent 3 32193 12347 ACW 12:12 3 0 0 Agent 4 32194 12348 AUX 11:30 0 0 0 Agent 5 32195 12349 Ext In 12:08 1 2 0 Agent 6 32196 12350 Ext Out 12:10 0 0 1 Agent 7 32197 12351 Other 11:58 0 0 0 $ 32198 12352 INIT 00:00 0 0 0

BCMS SPLIT (AGENT) STATUS

ACD EXT IN EXT OUT

Screen 4-1. BCMS Split Status Report Screen

* An asterisk precedes the

Call Waiting

Direct Agent calls.

& The

column is empty if the BCMS login system

parameter is set to

no.

$ If name is not adminis tered, this column is blank for the agent. Split is displayed as "Skill" when EAS is optioned.

Report Headers, Abbreviations, and Their Definitions

The header information at the top o f each page includes the command entered to generate the report, the page number and the total number of pages in the report, the title of the report, and the time and date the report was generated. If there are more than nine agents in the split, the remaining agent information appears on subsequent pages.

Split — The split number specified with the command line.

field if any of the calls are

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BCMS Report Generati on

NOTE:

With BCMS, splits do not have to be numbered from 1, and split numbers do not have to be c o nsecutive.

Split Name — Th e admin istered name of the split. This name usually describes the purpose or service of the split (for example, sales, service, or help line). If no name exists, BCMS displays the split extension (for example, EXT 65222).

T he split name is limited to a maximum of 11 characters. If you enter more than 11 characters, the additiona l char a cters are not printed on the System Printer.

Calls Waiting — The number of calls currently queued and calls ringing at an agent’s phone. If any of the calls in the queue are Direct Agent calls, an asterisk appears before the value in this field. The Glossary describes the Direct Agent feature.

Oldest Call — The number of minutes and seconds that the oldest call in queue has been waiting to be answered. This includes calls ringing at an agent’s phone.

Acceptable Service Level — The desir ed tim e to answer for a given hunt group or VDN. Timing for a call begins when the call enters the hunt group queue.

% Within Service Level — The percentage of calls answered within th e administered service level. This field is blank if no calls have been recorded for this time interval or if there is no Hunt Group form.

Staffed — The num ber of agents currently logged into the split. Avail — The number of agents in this split c urrentl y available to receive an ACD

call. In order to b e counted as being available, agents must either be in the Auto-In or Manual-In work mode. Refer to the Glossary for a description of work modes. If the agent is on another split’s call or is performing After Call Work for another split, the agent is not considered available and is not recorded here. If a call is ringing at the agent’s phone or a call is on hold, the agent is not considered available unless Multiple Call Handling is active and the agent selects AI/MI with a call on hold.

ACD — Th e n umber of agents who are currently on an ACD call for this split. This value also includes Direct Agent calls and those agents who are currently on ACD calls that flowed in from another split.

ACW — The number of agents in this split who are currently in ACW mode for this split. Refer to the G los sary for a description of A fte r Ca ll Work (ACW) mode. If an agent is in ACW mode for another split, the agent is included in the Other

Acceptable Service Level

administered on the

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BCMS Split Status Report

state count for this split. Also, if an agent is on a call while in ACW mode, the agent appears in the Extn state count, and not in the ACW state.

AUX — The number of agents in this split who are currently in the AUX work mode for this split. If an agent is answering a call from another split or is in ACW work mode for another split, that agent is not considered in AUX work mode for this split and is not included in this number. The agent is included in th e Other state count.

Extn — The number of agents in this split who are currently on non-ACD calls. These non-ACD calls may be either incoming (direct to the extension) or outgoing (direct from the extension). Those agents receiving or making extension calls while in Avail, ACW, or AUX work mode is recorded as being on extension calls.

Other — The number of agents in this split who:

■ Are on a call from another split

■ Are in AC W work mode for another split

■ Have placed a call on HOLD and made no other state selections

■ Have a call ringing at their voice terminals

■ Are dialing a number (to place a call or activate a feature)

All of the agents in the Other state are unavailable for ACD calls . AGENT NAME — The name of the agent. Generally, this is the agent’s first or last

name. However, if no name is administered on the station form, this field is left blank. When the field is blank, the data can be identified by th e extension.

LOGIN ID — The BCMS login ID(s) (taken from the BCMS Login ID f orm or EAS Login form) for which you requested the report. This column does not appear if BCMS logins are not optioned.

EXT — The 2-, 3-, 4-, or 5-digit extension number for the agent. STATE — The current work state for the agent. Possible work states are Avail,

ACD, ACW, AUX, Extn, and Other. (The sum of the time the agent spends in the possible work states is the agent’s

staffed

time.) Unstaffed agents do not appear on the report. When the system t ime is changed, agents are in the INIT state. Each agent remains in the INIT state until he or she takes a call or pushes a work button.

NOTE:

Refer to the Glossary for a description of the term

work state.

TIME — The 24-hour clock time that the agent entered this work state.

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ACD CALLS — T he number of ACD calls that the agent has completed since the beginni n g of the current interval. T his value includes any calls that flowed in from other splits. (Calls in process are not cou nted until they are completed.)

EXT IN CALLS — The number of non-ACD calls that the agent has received (incoming) since the beginning of the current interval. (Calls in process are not counted until they are completed.) The maximum value is 255.

EXT OUT CALLS — The number of non-ACD calls that the agent has made (outgoing) since the beginning of t he current interval . (Calls in process are not counted until they are completed.) The maximum value is 255.

Displaying the BCMS Split Status Report

To display this report, perform the following steps:

1. Enter monitor bcms split ## (where ## is the number of an administered split that is measured by BCMS) and press split number is o nly one digit (for example, split 5), just enter the single digit.

RETURN. If the

— The BCMS Split Status Report appears on your screen.

2. If the report consists of more than one page, press the display subsequent pages and the pages.

3. If you want to immediately update the report data, press

4. To exit the BCMS Split Status report, press

— The enter command: prompt appears.

Printing the BCMS Split Status Report

To print the BCMS Split Status report, enter monitor bcms split ## print (where ## is the number of an administered split that is m easured by BCMS) and

RETURN. If the split number is on ly one digit (for example, split 5), just enter

press the single digit.

— The report immediately prints on the printer attached to your terminal, and

the system displays the enter comman d: pro mpt.

BCMS System Status Report

The BCMS System Status Report provides current (real-time) status information for either all BCMS splits or selected BCMS splits. This report displays data ac crued since the last interval boundary . For example, if the interval is set to hour, and you issue the command to display the BCMS System Status Report at 11:10 a.m., the report displays the data accrued since 11:00 a.m. Although this report is updated approximately every 30 s e conds, you can immediately update

NEXTPAGE key to

PREVPAGE key to display previous

UPDATE.

CANCEL.

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BCMS System Status Report

NOTE:

the information on the screen by pressing UPDATE. Th is report is reset at the beginning of the time interval (for example, hour or half-hour). Screen 4-2 shows the BCMS System Status Repo rt.

When analyzing this report, keep the following things in mind:

■ All averages are for completed calls only.

■ A completed call may span more than one time interval. ACD calls that are

in process (have not terminated) are counted in the time interval in which they terminate. For example, if an ACD call begins in the 10:00 to 11:00 time in t er v a l, but terminates in the 11:00 to 12:00 time interval, the data for this call is counted in the 11:00 to 12:00 time interval.

■ Asterisks indicate that the maximum for the associated field has been

exceeded .

monitor bcms system

BCMS SYSTEM STATUS

Date: 12:53 MON MAY 15, 1995

SPLIT NAME WAIT CALL ANS AGENT CALLS TIME CALLS TIME CALL LEVL

CALLS OLDEST SPEED AVAIL ABAND ABAND ACD TALK AFTER SERV

Service 3 1:03 :45 0 3 :30 20 2:30 1:25 85 EXT 4000 5 :33 :15 0 11 :45 36 1:32 :35 91

AVG AVG AVG AVG % IN

Screen 4-2. BCMS System Status Report Screen

& Split name is not administered (em default i s EXT xxxx, where xxxx

is the extension administered for the split.

SPLIT is displayed as "SKILL" when EAS is optioned.

Report Headers, Abbreviations, and Their Definitions

This report presents header infor m ation at the top of each page. This information includes the command entered to generate the report, the page number and the total number of pages in the report, the title of the report, and the time and date the report was generated. If more than 14 splits are being measured by BCMS, the remaining splits are displayed on multiple pages.

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BCMS Report Generati on

SPLIT NAME — The name of th e split (for example, sales, service, or help line). If no name exists, the split extension (for example, EXT 12345) is displayed.

CALLS WAIT — The number of calls in the split’s queue that are currently waiting to be answered and calls ringing at an agent’s phone. If any of the calls in the queue are Direct Agent calls, an asterisk appears before this field. Consult the Glossary for a description of the Direct Agent feature.

OLDEST CALL — The number of minutes and seconds the oldest call in queue has been waiting to be answered. This includes calls ringing at an agent’s phone.

AVG SPEED ANS — The average amount of time it takes before the calls are being answered. This value includes time waiting in th e queue and time ringing at the agent’s voice terminal. The calculation is:

AVG SPEED ANS =

NOTE:

Keep the following things in mind :

Sum o f Each Completed Call′s Time In Queue + Time Ringing

_ ________________________________________________________

The Total Number o f ACD Calls Answered

■ Calls that flow in from other split(s) do not include

time in queue

from the other splits in this calculation. Also, the AVG SPEED ANS does not include time spent 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 counte d i n 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.

■ Asterisks indicate that the maximum for the associated field has

been exceeded .

AVAIL AGENT — The number of agents in this split who are currently available to receive an AC D call directed to this sp lit.

ABAND CALLS — The total number of ACD calls that have hung up while waiting to be answered. This includes those calls that have abandoned while in queue or while ringing. Calls that are not queued (for example, because the queue is full, the caller receives a forced first announcement and abandons during the announcement, or no agents are staffed) are not counted as abandoned for the hunt group.

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BCMS System Status Report

AVG ABAND TIME — The average time before an ACD call abandons. This does not include any time spent in another spli t’s que u e b e fore intraflowin g t o this split. The calculation is:

AVG ABAND TIME =

NOTE:

This value does not include time spent listening to a forced first announcement or ca ll s that announcement.

ACD CALLS — The num ber of ACD calls completed during the current interval. This number also includes those calls tha t flow in from other splits.

AVG TALK TIME — The average duration of ACD calls for each split . This calculation includes the time each agent spent talking but does not inc l ude rin g time at an agent’s voice terminal. The calculation is:

AVG TALK TIME =

_ ______________________________

Total Number o f Abandoned Calls

_ ________________________________

Total Number o f ACD Calls Answered

Total Abandon Time

abandon

while listening to a forced first

Total ACD Talk Time

AVG AFTER CALL — The average ACW time for call-relat ed ACW time completed by agents in this split during this time interval. Call-related AC W is the time that occurs immediately after an ACD call (that is, when an agent was in Manual mode and an ACD call ended, or when the agent presses the ACW button during an ACD call). AVG AFTER CALL does not include time spent on direct incoming or outgoing calls while in ACW or time that immediately follows an EXTN call. The calculation is:

Total Call Related ACW Time

AVG AFTER CALL =

NOTE:

The average is for A C W sessions , which may not correspond to the number of ACD c a lls either because some ACD ca lls did not have ACW time or because the call was recorded in another interval.

% IN SERV LEVL — The percentage of calls answered with in the administered service level for this split. Calculation is based on the following:

% IN SERV LEVL =

where

_ _________________________________

Number o f Call Related ACW Sessions

_ _________________________________________

ACD calls + Abandons + Out f lows +dequeued

Accepted * 100

accepted is calls answered whose queue time was less than or equal to the administered service level for the split.

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dequeued is a call that encountered the split’s queue, but which was NOT answered, abandoned, or outflowed. This occurs with multiple split queuing.

Displaying the BCMS System Status Report

BCMS allows you to generate a BCMS System Status Report on all the BCMS splits or selected BCMS splits. To generate a report on all the BCMS splits, enter the monitor bcms system command. The report produced by this command presents information on all BCMS splits that had agents staffed when you entered the command. To generate a report on selected BCMS splits, you must include t he split number(s) or split ranges at the end of the command. For example, if y ou wanted to generate a BCMS S y stem Status Report on split 4, you would enter: monitor bcms system 4. If you wanted to generate a BCMS System Status Report on splits 1, 2, 3, 4, and 5, you would enter: monitor bcms system 1-5. BCMS also allows you to specify a range of splits and individual splits in a command. For example, if you have 8 splits (numbered 1 through 8) and wanted to generate a BCMS Sy stem St atus Report on splits 1, 2, 3, 4, 6, and 8, you would enter: monitor bcms system 1-4 6 8.

To display the BCMS System Status Report, perform the following steps:

1. Enter monitor bcms system and press

— The BCMS System Status Report appears on your screen.

2. If the report consists of more than one page, press the display subsequent pages and the pages.

3. If you want to immediately update the report data, press

4. To exit the BCMS System Status report, press

— The enter command: prompt appears.

Printing the BCMS System Status Report

To print the BCMS System Status report, enter monitor bcms system print and press

RETURN.

— The report is immediately printed on the printer atta ched to yo ur terminal,

and the system displays the enter command: prompt.

BCMS VDN Status Report

The V DN Status Report gives real-time status information for internally measured VDNs. You can monitor up to 99 VDNs at one time, however; the report can display up to 13 VDNs on a single page. Therefore, if you are monitoring 99 VDNs, the report is 6 pages long. You must specify the extensions of the VDNs you want the system to monitor. You can specify the extension in a list or in a range format. For example,

monitor bcms vdn 12345 12346 12350-12359.

RETURN.

NEXTPAGE key to

PREVPAGE key to display previous

UPDATE.

CANCEL.

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BCMS VDN Status Report

monitor bcms vdn 12345-12349

BCMS VECTOR DIRECTORY NUMBER STATUS

AVG AVG AVG CALLS % IN CALLS OLDEST ACD SPEED ABAND ABAND TALK/ CONN FLOW BUSY/ SERV VDN NAME WAIT CALL CALLS ANS CALLS TIME HOLD CALLS OUT DISC LEVL

knives 5 :25 50 :39 5 :45 2:30 0 0 24 91 EXT 12346 0 :00 0 :00 0 :00 :00 0 0 0 0

Date: 15:30 Mon May 15, 1995

Screen 4-3. BCMS VDN Status Report Screen

* Indic ates that the VDN name is not administered for the VDN;

default extension is as shown.

Report Headers, Abbreviations, and Their Definitions

Date — The current date and time (updated every 30 seconds or when the update key is pressed).

VDN NAME — Th e n ame of the VDN being reported. If the VDN does not have a name administered, this field displays

EXT XXXXX

where "

XXXX X

is the VDN’s

extension. CALLS WAIT — The number of calls that encountered this VDN and have not

been answered, abandoned, outflowed, or forced busy/disc. Includes calls in queues in vector processing, and ringing at an agent’s station.

OLDEST CALL — The time the oldest call currently waiting has waited in the VDN. Timing starts when the call enters the VDN.

ACD CALLS — The number of completed ACD calls answered in a BCMS-measured split. The split may have been reached via the queue-to-main, check backup, route-to, messaging split, or adjunct rou ting commands. Includes Direct Agent calls.

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AVG SPEED ANS — The ave r age speed of answer for ACD and connect calls that have completed for this VDN during the current period. This includes the time in vector processing, in a split’s queue, and time ringing. The calculation is:

AVG SPEED ANS =

NOTE:

Answer time for a ca ll i s r ecorded when the call ends. If a call originates in interval x, is answered in interval y, and ends in interval z, the associated answer and talk times are re corded in interval z.

ABAND CALLS — T he number of calls to this V DN that have abandoned before being answered during the current period. This includes VDN calls that were routed to an attendant, station, or announcement, and abandoned before being answered.

AVG ABAND TIME — The average time abandoned c a l ls waited before abandoning during the current period. The cal culation i s:

AVG ABAND TIME =

_ ____________________________________

Total Answer Time

Total ACD Calls + Total CONNect CALLS

Total Abandon Time

_ __________________

Total Calls Abandoned

AVG TALK/HOLD — T he average ta lk tim e f or ACD calls completed by t his V DN during the current period. This does n ot i nclude ring ti m e , but i t does i nclude any time the call e r s pent on Hold. The calculati on is:

Total Talk Time

AVG TALK / HOLD =

CONN CALLS — The number of calls that were routed to a station (agent or non-ACD), attendant, or announcement, and were answered there.

FLOW OUT — T h e nu mber of calls th at wer e r ou ted to another VD N or to a trunk, including su ccessful look-ahead attempts.

CALLS BUSY/DISC — The number of calls that encountered a busy or disconnect step (and the announcement ends).

% IN SERV LEVL — The percent of calls offered that completed and were answered within the acceptable service level defined on the VDN form. The calculation is:

% SERV LEVL =

Offered

is defined as:

_ _____________

ACD Calls

Acceptable * 100

_ _______________

O ff ered

acdcalls + flowout calls + abandoned + connect + busy/disc

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BCMS VDN Status Report

Acceptable

is the number of ACD and CONNect calls that were answered within the administered service level. This field is blank if no calls were recorded for thi s time interval. This field is also bl an k if no administered on the VDN form.

Displaying the BCMS VDN Status Report

BCMS allows you to generate a BCMS V D N S t atus R eport o n a ll the BCM S VDNs or selected BCMS VDNs. To generate a report on all the BCMS VDNs, en ter the monitor bcms vdn comma nd. The report produced by this command p resents information on all BCMS VDNs that had agents staffed when you entered th e command. You may include up to 30 VDNs at a time. To generate a report on selected BCMS VDNs, you must include the VDN number(s) or VDN ranges at the end of the command. For example, if you wanted to g enerate a BCMS System Status Report on VDN 8250, you would enter: monitor bcms vdn

8250. If you wanted to generate a BCMS System Status Report on VDNs 8251, 8252, 8253, 8254, and 8255, you would enter: monitor bcms vdn 8251-8255. BCMS also allows you to specify a range of VDNs and individual VDNs in a command. For example, if you have eight VDNs (numbered 51 through 58) and wanted to generate a BCMS VDN Status Report on these eight VDNs, you would enter the following command: monitor bcms vdn 51-58.

To display the BCMS VDN Status Report, perform the following step s:

Acceptable Service Level

has been

1. Enter monitor bcms system and press — The BCMS VDN Status Report appears on your screen.

2. If the report consists of more than one page, press the

display subsequent pages and the pages.

3. If you want to immediately update the report data, press

4. To exit the BCMS VDN Status report, press — The enter command: prompt appears.

Printing the BCMS VDN Status Report

To print the BCMS VDN Status report, enter monitor bcms vdn print and

RETURN.

press

— The report is immediately printed on the printer attached to y o ur terminal,

and the system displays the enter command: prompt.

RETURN.

NEXTPAGE key to

PREVPAGE key to display previous

UPDATE.

CANCEL.

Issue 4 September 1995

4-17

BCMS Report Generati on

Historical Reports

BCMS provides eight historical reports. These reports give you information for an interval of time. You can print the reports for a period time measured in minutes or hours, or a period of time measured in days. The BCMS historical reports are:

■ Agent Report

■ Agent Summary Report

■ Split and Skill Report

■ Split and Skill Summary Report

■ Trunk Group Report

■ Trunk Group Summary Report

■ V DN Report

■ VD N Su mmary Report

You are able to print the historical reports using the list commands, which are discussed below.

List Commands

The list commands are used to display historical information for agents, splits, system, trunk groups, and VDNs. There are eight secondary list commands:

■ bcms agent

■ bcms summary agent

■ bcms split

■ bcms summary split

■ bcms trunk

■ bcms summary trunk

■ bcms vdn

■ bcms summary vdn

With these comman ds, y ou can specify:

■ Whether you want the data in the reports to be displayed in

■ The times or days for which you wish to see data

■ The system to immediately display the report on your terminal

■ The system to print the report. If you include print at the end of the

hourly/half-hourly or da i ly intervals

comman d , the system will immediately print the report to a slaved printer. If you include schedule at the end of the command, the system will allow

4-18 Issue 4 September 1995

BCMS Agent Report

NOTE:

you to schedule the report to print to the system printer immediately (immediate), at a later time (deferred), or routinely at specified times (scheduled).

Time interval data may be c ollected in half-hour or one-hour increments. (To select the desired increment, access the Feature-Related System Parameters screen and enter half-hour or hour in the Measurement Interval: field. Consult Chapter 6, "Use of BCMS Reports for ACD Planning" for more information.) The switch stores time interval data in a time database which holds a maximum of 25 intervals. Data for the 26th interval overwrites the first interval in the time database (and so on). Therefore, if the half-hour option is selected, care should be exercised to ensure that time interval reports are run while the data for the desired interval is still available in the time database. For example, if you select the half-hour option, print the report twice daily to ensure that you do not lose information.

BCMS Agent Report

The BCMS Agent Report provides traffic information for the specified agent. Depending on specifics from the command line, the information may be

time

nor

day

displayed as either a time interval or a daily summary. If neither

time

specified,

is the default. In this case, the report displays data accrued for

the previous 24 time intervals (hour or half-hour), including data from the most recently completed time interval. To get information on the current time interval, you must use a monitor bcms command. Screen 4-4 shows the BCMS Agent Report — Hourly, and Screen 4-5 shows the BCMS Agent Report — Daily.

NOTE:

BCMS c an track agents based on their phone numbers, or based on login IDs. If BCMS/VuStats Login IDs is optioned, BCMS tracks login IDs.

When analyzing this report, keep the following things in mind:

■ All averages are for completed calls only.

■ A completed call may span more than one time interval. ACD calls that are

■ Asterisks indicate that the maximum for the associated field has been

exceeded .

Issue 4 September 1995

4-19

BCMS Report Generati on

list bcms agent 4222 8:00

Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995

Agent: 4222

Agent Name: s-jones

BCMS AGENT REPORT

TIME CALLS TIME CALL TIME OTHER CALLS TIME STAFFED TIME

ACD TALK AFTER AVAIL AUX/ EXTN EXTN TIME HOLD

8:00- 9:00 10 1:15 7:30 25:00 10:40 1 4:00 60:00 :20 9:00-10:00 18 1:40 18:00 4:20 :00 2 3:20 60:00 1:00

10:00-11:00 10 1:20 8:20 16:10 :00 0 :00 38:00 :10

----------- ----- ------ ------- ------- ------- ----- ----- -------- -----SUMMARY 38 1:28 33:50 45:30 10:40 3 3:33 158:00 1:30

AVG TOTAL TOTAL TOTAL AVG TOTAL TOTAL

Screen 4-4. BCMS Agent Report — Hourly

NOTE:

4222 could be a login ID or an extension, depending on whether BCMS/VuStats Login IDs is administered.

list bcms agent 4222 day 5/17

Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995

Agent: 4222

Agent Name: s-jones

AVG TOTAL TOTAL TOTAL AVG TOTAL TOTAL

ACD TALK AFTER AVAIL AUX/ EXTN EXTN TIME HOLD

DAY CALLS TIME CALL TIME OTHER CALLS TIME STAFFED TIME

BCMS AGENT REPORT

5/14/95 200 1:30 100:00 35:00 80:00 10 2:00 540:00 5:00 5/13/95 38 1:28 34:12 45:30 10:40 3 3:33 158:00 1:30

----------- ----- ------ ------- ------- ------- ----- ----- -------- -----SUMMARY 238 1:30 134:12 80:30 90:40 13 2:22 698:00 6:30

Screen 4-5. BCMS Agent Report — Daily

NOTE:

4222 could be a login ID or an extension.

4-20 Issue 4 September 1995

BCMS Agent Report

AVG TALK TIME =

Total Number o f ACD Calls Answered

Total ACD Talk Time

_ _________________________________

Report Headers, Abbreviations, and Their Definitions

This report presents header infor m ation at the top of each page. This information includes the comman d entered to generate the report, the page number of the report, the title of the report, and the time and date the report was generated. If this is a time report and there are more than 11 time intervals, this report is displayed on multiple pages. A daily summary report is displayed on the last page of the report.

AGENT NAME — The name of the agent. If no name is administered, the agent’s extension is displayed in the form

TIME/DAY — The time or day interval specified in the command line. Time is always ex pressed 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 time or stop time is given, the report displays data accrued for the previous 24 t im e in tervals. If you specify command and do not include a start day or stop day, the report displays data accrued for the previous six days and data accrued through the most recently completed interval (hour or half-hour).

EXT 65432.

day

in the

ACD CALLS — The number of ACD calls answered by this agent for all sp lits during the reporting interval. This value includes calls that flowed in from other splits and Direct Agent calls.

AVG TALK TIME — The average duration of ACD calls for all splits the agent was logged into. This value includes time spent talking but does not include the amount of time the agent was holding an ACD call or ring time at the agent’s voice terminal. The calculation is:

TOTAL AFTER CALL — The total amount of time that the agent spent in call-related or non-call-related ACW work states for all splits during the reporting interval. This does not include time spent on direct incoming or outgoin g calls while in ACW. If an agent entered ACW in one interval, but ended ACW in another interval, the appropriate amount of ACW time is credited to each of the intervals.

TOTAL AVAIL TIME — The sum of the time that the agent was available to receive ACD calls during the current interval. During this time, the agent:

■ Was in Auto-In or Manual-In work modes for at least one split

■ Was not in ACW in any split

Issue 4 September 1995

4-21

BCMS Report Generati on

AVG EXTN TIME =

Total Number o f Ext Calls

Total Ext Time

_ _______________________

■ Was not on any call or placing any call (unless MCH is active)

■ Did not have ringing calls

TOTAL AUX/OTHER — The sum of the time that the agent has the AUX button pressed and is not doing any th i ng els e f o r a n y of th e o ther splits (that is, the sum of the time that the agent is in AUX work mode for all splits). This value does not include time the agent spent on an EXTN call or in Manual-In, Auto-In, or ACW mode for another split. Note that if the agent was in Other for all logged-in splits that time is reflected here. For example, ringing calls can cause several seconds of AUX time to accrue.

For the agent report, any non-ACD call time is totaled in the AVG EXTN TIME column. Two points of contrast are:

1. The measurement TOTAL AUX/OTHER is time-interval based, rather than being call related. For example, assuming that the previously identified stipulations are met, then if the agent is in AUX from 9:55 to 10:05, five minutes is pegged in the 9:00 to 10:00 time interval and five minutes is pegged in the 10:00 to 11:00 time interval.

2. The measurement AVG EXTN TIME is call related. For example, if an agent is on a non-ACD call from 9:55 to 10:05, the call and ten minutes of EXTN time is pegged in the 10:00 to 11:00 time interval.

Because the agent report includes some call-related items, the sum of all items for a given hour may not exactly equal 60 minutes.

EXTN CALLS — The total number of non-ACD incoming and outgoin g calls for this agent during the reporting interval. O nly those non-ACD calls that are originated and/or received while the agent is logged into at least one split are counted.

AVG EXTN TIME — The average amount of time that the agent spent on non-ACD calls while logged into at least one split during the reporting interval. This average does not inc lude time when the agent was holding the EXTN call. The calcu lati on is:

TOTAL TIME STAFFED — The total time that the agent spe nt logged into at least one split during the reporting interval. Staff time is clocked for an agent who is in m ul t iple splits as long as the agent is logged i n to any split. Concurrent times for each split are not totaled.

TOTAL HOLD TIME — The total time that the agent placed ACD calls on hold. This time is the

c aller’s hold time

and is independent of the state of the agent.

TOTAL HOLD TIME does not include the hold time for non-ACD calls.

4-22 Issue 4 September 1995

SUMMARY — The total of each of the columns that do not contain averages.

BCMS Agent Report

Columns that do contain averages are the total time divided b y the number of calls.

Displaying the BCMS Agent Report

BCMS allows you to collect data in either hourly/half-hourly intervals or daily intervals an d display the report on your terminal.

Displaying an Hourly/Half-Hourly Interval Report

To display this report, perform the following st eps:

1. Enter list bcms agent ext time xx:xx xx:xx (where "ext" is a valid agent extension measured by BCMS). The first specified time is referred to as the start time, while the second time is referred to as the stop ti me. Time must be displayed in 24-hour format; however, the hours may be indicated as either a 1- or 2-digit number. Minutes are always expressed as two digits. If no start time is given, the report displays data accrued for the previous 24 time intervals (hour or half-hour).

NOTE:

Whether the system collects the data in hourly or half- hourly intervals depends on t h e M e asurement Interval setting in the Feature-Related System Parameters screen.

2. Press

RETURN.

— The BCMS Agent Report appears on your screen.

3. If the report consists of more than one page, press the display subsequent pages and the pages.

Displaying a Daily Report

To display this report, perform the following st eps:

1. Enter list bcms agent ## day xx/xx xx/xx (where ## is a valid agent extension or login ID measured by BCMS). Th e f irst specified day is referred to as the start day, while the second day is referred to as the stop day. If no start day is given, the report displays data accrued for the previous six days and data accrue d through the most rece ntly completed interval (hour or half-hour).

2. Press

RETURN.

— The BCMS Agent Report appears on your screen.

NEXTPAGE key to

PREVPAGE key to display previous

3. If the report consists of more than one page, press the display subsequent pages and the

PREVPAGE key to display previous

pages.

Issue 4 September 1995

NEXTPAGE key to

4-23

BCMS Report Generati on

Printing the BCMS Agent Report

BCMS allows you to collect data in either hourly or half-hourly intervals and daily intervals and to print the report. If you have a printer directly connected to your terminal, you may print reports using the instructions provided below. If you do not have a printer directly connected to your terminal, consult the instructions for scheduling reports to print to the system printer.

Printing an Hourly/Half-Hourly Interval Report

To print this report, perform the following steps:

1. Enter list bcms agent ## time xx:xx xx:xx print (where ## is a valid agent extension or login ID measured by BCMS). T he first specified time is referred to as the start time, while the second time is referred to a s the stop time. Time must be displayed in 24-hour format; however, the hours may be indicated as either a 1- or 2-digit number. Minutes are always expressed as two digits. If no start time is given, the report displays data accrued for the previous 24 time intervals (hour or half-hour).

NOTE:

Whether the system collects the data in hourly or half- hourly intervals depends on t h e M e asurement Interval setting in the Feature-Related System Parameters screen.

2. Press

RETURN.

— The BCMS Agent Report prints on the printer attached to your

terminal.

Printing a Daily Report

To print this report, perform the following steps:

1. Enter list bcms agent ## day xx/xx xx/xx print (where ## is a valid agent extension or login ID measured by BCMS). The first specified day is referred to as the start day, while the second day is referred to as the stop day. If no start day is given, the report displays data a ccrued for the pre vious six days and data accrued through the most recently completed interval (hour or half-hour).

2. Press

RETURN.

— The BCMS Agent Report prints on the printer attached to your

terminal.

4-24 Issue 4 September 1995

BCMS Agent Report

Scheduling the BCMS Agent Report to Print

Th e R eport Scheduler allows you to schedule the day or days for the system to print the report. If you do not have a printer directly connected to your terminal, you may use the Report Scheduler feature to print the report immediately to the system printer. The data for this report can be collected in hourly/half-ho urly intervals or daily interval s.

Scheduling an Hourly/Half-Hourly Interval Report to Print

To schedule this report, perform the following steps:

1. Enter list bcms agent ## time xx:xx xx:xx schedule (where ## is a valid agent extension or login ID measured by BCMS). The first specified time is referred to as the start time, while the second time is referred to as the stop time. Time must be displayed in 24-hour format; however, the hours may be indicated as either a 1- or 2-digit number. Minutes are always expressed as two digits. If no start time is given, the report displays data accrued for the previous 24 time intervals (hour or half-hour).

NOTE:

Whether the system collects the data in hourly or half- hourly intervals depends on t h e M e asurement Interval setting in the Feature-Related System Parameters screen.

2. Press

RETURN.

— Th e R eport Scheduler form appears on your sc reen. The cursor is

located in the Print Interval: field.

list bcms agent ## time xx:xx xx:xx Page 1

Date: 11:00 pm MON APR 23, 1990

Job Id: 1 Job Status: none

Command: list bcms agent ## time xx:xx xx:xx

Print Interval: immediate

REPORT SCHEDULER

Screen 4-6. Report Scheduler Form

Issue 4 September 1995

4-25

BCMS Report Generati on

NOTE:

If you do not have a printer direc t ly connected to your terminal, you can immediately print the report to the system printer by pressing

ENTER.

3. Enter schedule and press

RETURN.

— T he Pr i n t T ime: fi e l d appears beneath the Print Interval: field, and

fields for each day of the week appear at the bottom of the form. The cursor is located in the Print T ime: field.

list bcms agent ## time xx:xx xx:xx Page 1

Date: 11:00 pm MON APR 23, 1990

Job Id: 1 Job Status: none

Command: list bcms agent ## time xx:xx xx:xx

Print Interval: scheduled

Print Time: xx:xx

Sun: n Mon: n Tue: n Wed: n Thu: n Fri: n Sat: n

REPORT SCHEDULER

Screen 4-7. Report Scheduler Form with the Print Interval Set to

scheduled

4. Enter the time you want the report printed and press RETURN. — The cursor moves to the Sun: field.

5. Enter y for the day(s) you wa nt th e report prin ted. Us e

cursor to the next field.

6. When you are finished, press — The report has been scheduled, and the system presents the enter

command: prompt.

Scheduling a Daily Report to Print

To schedule this report, perform the following steps:

1. Enter list bcms agent ## day xx/xx xx/xx schedule (where ##

is a valid agent extension or login ID measured by BCMS). The first specified day is referred to as the start day, while the second day is referred to as the stop day. If no start day is given, the report displays data accrued for the previous six days and data a ccrued through the m ost recently com pleted interval (hour or half-hour).

4-26 Issue 4 September 1995

RETURN to move the

ENTER.

BCMS Agent Report

2. Press RETURN. — Th e R eport Scheduler form appears on your sc reen. The cursor is

located in the Print Interval: field.

list bcms agent ## day xx/xx xx/xx Page 1

Date: 11:00 pm MON APR 23, 1990

Job Id: 1 Job Status: none

Command: list bcms agent ## day xx/xx xx/xx

Print Interval: immediate

Screen 4-8. Report Scheduler Form

REPORT SCHEDULER

NOTE:

If you do not have a printer direc t ly connected to your terminal, you can immediately print the report to the system printer by pressing

ENTER.

3. Enter schedule and press

RETURN.

— T he Pr i n t T ime: fi e l d appears beneath the Print Interval: field, and

fields for each day of the week appear at the bottom of the form. The cursor is located in the Print Time: field.

list bcms agent ## day xx/xx xx/xx Page 1

Date: 11:00 pm MON APR 23, 1990

Job Id: 1 Job Status: none

Command: list bcms agent ##

Print Interval: scheduled

Print Time: xx:xx

Sun: n Mon: n Tue: n Wed: n Thu: n Fri: n Sat: n

REPORT SCHEDULER

Screen 4-9. Report Scheduler Form with the Print Interval Set to

Issue 4 September 1995

scheduled

4-27

BCMS Report Generati on

4. Enter the time you want the report printed and press RETURN. — The cursor moves to the Sun: field.

5. Enter y for day(s) you want the report printed. Use

cursor to the next field.

6. When you are finished, press — The report has been scheduled, and the system presents the enter

command: prompt.

BCMS Agent Summary Report

This report is similar to the BCMS Agent Report except that this report provides one line of data for each agent. Yo u can specify one or more agents by entering agent IDs or extensions. An agent does not appear on the report if there is no data for that agent. If you specify that yo u wa nt the report to include more than one time period, and the data exists for one or more, but not all of the specified times, the system uses the available data to calculate and display the one-line summary; the system does not identify which times are not included in the calculations.

NOTE:

BCMS c an track agents based on their phone numbers, or based on login IDs. If BCMS/VuStats Login IDs is optioned, BCMS tracks login IDs.

RETURN to move the

ENTER.

list bcms summary agent 4222-4224 4869 time 8:00-12:00

BCMS AGENT SUMMARY REPORT

Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995

AGENT NAME CALLS TIME CALL TIME OTHER CALLS TIME STAFFED TIME

s-jones 10 1:15 7:30 25:00 10:40 1 4:00 60:00 :20 t-anderson 18 1:40 18:00 4:20 :00 2 3:20 60:00 1:00 j-jacobsen 10 1:20 8:20 16:10 :00 0 :0 38:00 :10

----------- ----- ------ ------- ------- ------- ----- ----- -------- -----SUMMARY 38 1:28 33:50 45:30 10:40 3 3:33 158:00 1:30

Time: 8:00-12:00

AVG TOTAL TOTAL TOTAL AVG TOTAL TOTAL

ACD TALK AFTER AVAIL AUX/ EXTN EXTN TIME HOLD

Screen 4-10. BCMS Agent Summary Report — Hourly Summary

4-28 Issue 4 September 1995

BCMS Agent Summary Report

NOTE:

4222-4224 in the command line could be a login ID or an extension, depending on whether BCMS/VuStats Login IDs is administered.

list bcms sum agent 4222-4223 4869 day 5/14

BCMS AGENT SUMMARY REPORT

Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995

AGENT NAME CALLS TIME CALL TIME OTHER CALLS TIME STAFFED TIME

s-jones 10 1:15 7:30 25:00 10:40 1 4:00 60:00 :20 t-anderson 18 1:40 18:00 4:20 :00 2 3:20 60:00 1:00 j-jacobsen 10 1:20 8:20 16:10 :00 0 :0 38:00 :10

----------- ----- ------ ------- ------- ------- ----- ----- -------- -----SUMMARY 38 1:28 33:50 45:30 10:40 3 3:33 158:00 1:30

Day: 5/14

AVG TOTAL TOTAL TOTAL AVG TOTAL TOTAL

ACD TALK AFTER AVAIL AUX/ EXTN EXTN TIME HOLD

Screen 4-11. BCMS Agent Summary Report — Daily Summary

NOTE:

4222-4224 in the command line could be a login ID or an extension, depending on whether BCMS/VuStats Login IDs is administered.

Report Headers, Abbreviations, and Their Definitions

This report presents header infor m ation at the top of each page. This information includes the comman d entered to generate the report, the page number of the report, the title of the report, and the time and date the report was generated. If this is a time report and there are more than 11 time intervals, this report is displayed on m ult iple pages. A s um ma ry ti me i s displa ye d on t he last page of the report.

TIME/DAY — The time or day interval specified in the command line. Time is always ex pressed 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 most recent time interval is the default. A stop time requires an associated start time. If no stop time is g iven, onl y the start interval/day is used. If no start time or stop time is given, the most current

day

interval/day is u sed. If you specify

in the command and do not include a start day or stop day, th e report displays data for the current day accrued through the most recently co m pleted interval (hour or half-hour).

Issue 4 September 1995

4-29

BCMS Report Generati on

AGENT NAME — The name of the agent. If no name is administered, the agent’s extension is displayed in the form

ACD CALLS — T he numb e r of ACD c alls answered by this agent for all splits during the reporting interval. This value includes calls that flowed in from other splits and Direct Agent calls.

AVG TALK TIME — The average duration of ACD calls for all splits the agent was logged into. This value includes time spent t alking but does not include the amount of time the agent was holding an ACD call or ring time at the agent’s voice terminal. The calculation is:

AVG TALK TIME =

TOTAL AFTER CALL — The total amount of time that the agent spent in call-related or non-call-related ACW work states for all splits during the re porting interval. This does not include time spent on direct incoming or outgoing calls while in ACW. If an agent entered ACW in one interval, but ended ACW in another interval, the appropriate amount of ACW time is credited to each of the intervals.

EXT 65432.

_ ________________________________

Total ACD Talk Time

Total Number o f ACD Calls Answered

TOTAL AVAIL TIME — The sum of the time that the agent was available to receive ACD calls during the current interval. During this time, the agent:

■ Was in Auto-In or Manual-In work modes for at least one split

■ Was not in AC W in any split

■ Was not on any call or placing any call

■ Did not have ringing calls

For the agent report, any non-ACD call time is totaled in the AVG EXTN TIME column. Two points of contrast are:

4-30 Issue 4 September 1995

BCMS Agent Summary Report

Beca u se the agent report includes some call-related items, the su m of all items for a given hour cannot exactly equal 60 minutes.

EXTN CALLS — The tota l nu mber of non-ACD incoming and outgoing calls for this agent during the reporting interval. O nly those non-ACD calls that are originated and/or received while the agent is logged into at least one split are counted.

AVG EXTN TIME =

TOTAL TIME STAFFED — The total time that the agent spent logged into at least on e split during the reporting interval. Staff time is clocked for an agent who is in multiple splits as long as the agent is logged int o any spl it. Concurrent times for each split are not totaled.

Total Ext Time

_ _______________________

Total Number o f Ext Calls

TOTAL HOLD TIME — The total time that the agent placed ACD calls on hold. This time is the TOTAL HOLD TIME does not include the hold time for non-ACD calls.

SUMMARY — The total of each of the columns that do not contain averages. Columns that do contain averages are the total time divide by the number of calls.

c aller’s hold time

and is independent of the state of the agent.

Displaying the BCMS Agent Summary Report

BCMS allows you to collect data in either hourly/half-hourly intervals or daily intervals an d display the report on your terminal.

Displaying an Hourly/Half-Hourly Interval Report

To display this report, perform the following st eps:

1. Enter list bcms summary agent ## time xx:xx xx:xx (where ## is a valid agent extension or login ID measured by BCMS). The first specified time is referred to as the start time, while the second time is referred to as the stop time. Time must be displayed in 24-hour format; however, the hours may be indicated as either a 1- or 2-digit number.

Issue 4 September 1995

4-31

BCMS Report Generati on

NOTE:

Minutes are always expressed as two digits. If no start time is given, the report displays data accrued for the previous 24 time intervals (hour or half-hour).

Whether the system collects the data in hourly or half- hourly intervals depends on t h e M e asurement Interval setting in the Feature-Related System Parameters screen.

2. Press

RETURN.

— The BCMS A gent Summary Report appears on your screen.

3. If the report consists of more than one page, press the display subsequent pages and the pages.

Displaying a Daily Report

To display this report, perform the following steps:

1. Enter list bcms summary agent ## day xx/xx xx/xx (where ## is a valid agent extension or login ID measured by BCMS). The first specified day is referred to as the start day, while the second day is referred to as the stop day. If no start day is given, the report displays data accrued for the previous six days and data a ccrued through the m ost recently com pleted interval (hour or half-hour).

2. Press

3. If the report consists of more than one page, press the

RETURN.

— The BCMS A gent Summary Report appears on your screen.

display subsequent pages and the pages.

NEXTPAGE key to

PREVPAGE key to display previous

NEXTPAGE key to

PREVPAGE key to display previous

Printing the BCMS Agent Summary Report

BCMS allows you to collect data in either hourly/half-hourly intervals or daily intervals and print the report. If you have a printer directly connected to your terminal, you may print reports using the instructions provided below. If you do not have a printer directly connected to your terminal, consult the instructions for scheduling reports to print to the system printer.

Printing an Hourly/Half-Hourly Interval Report

To print this report, perform the following steps:

1. Enter list bcms summary agent ## time xx:xx xx:xx print (where ## is a valid agent extension or login ID measured by BCMS). The first specified time is referred to as the start time, while the second time is referred to as the stop time. Time must be displayed in 24-hour format;

4-32 Issue 4 September 1995

BCMS Agent Summary Report

NOTE:

however, the hours may be indicated as either a 1- or 2-digit number. Minutes are always expressed as two digits. If no start time is given, the report displays data accrued for the previous 24 time intervals (hour or half-hour).

Whether the system collects the data in hourly or half- hourly intervals depends on t h e M e asurement Interval setting in the Feature-Related System Parameters screen.

2. Press

RETURN.

— The BCM S A gent Summary Report prints on the printer at tached to

your terminal.

Printing a Daily Report

To print this report, perform the following steps:

1. Enter list bcms summary agent ## day xx/xx xx/xx print (where ## is a valid agent extension or login ID measured by BCMS). The first specified day is referred to as the start day, while the second day is referred to as the stop day. If no s tart day is given, the report displays data accrued for the previous six days and data accrued through the most recently com pleted interval (hour or half-hour).

2. Press

RETURN.

— The BCMS Agent Report Summary prints on the printer attached to

your terminal.

Scheduling the BCMS Agent Summary Report to Print

Scheduling an Hourly/Half-Hourly Interval Report to Print

To schedule this report, perform the following steps:

1. Enter list bcms summary agent ## time xx:xx xx:xx schedule (where ## is a valid agent exten sion or login ID measured by BCMS). The first specified time is referred to as the start time, while the second time is referred to as the stop time. Time must be displayed in 24-hour format; however, the hours may be indicated as either a 1- or

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BCMS Report Generati on

NOTE:

2-digit number. Minutes are always expressed as two digits. If no start time is given, the report displays data accrued for the previous 24 time intervals (hour or half-hour).

Whether the system collects the data in hourly or half- hourly intervals depends on t h e M e asurement Interval setting in the Feature-Related System Parameters screen.

2. Press

RETURN.

— Th e R eport Scheduler form appears on your scre en. The cursor is

located in the Print Interval: field.

list bcms summary agent ## time xx:xx xx:xx Page 1

Date: 11:00 pm MON APR 23, 1990

Job Id: 1 Job Status: none

Command: list bcms summary agent ## time xx:xx xx:xx

Print Interval: immediate

Screen 4-12. Report Scheduler Form

NOTE:

If you do not have a printer direc t ly connected to your terminal, you can immediately print the report to the system printer by pressing

ENTER.

REPORT SCHEDULER

3. Enter schedule and press — T he Pr i n t T ime: fi e l d appears beneath the Print Interval: field, and

fields for each day of the week appear at the bottom of the form. The cursor is located in the Print T ime: field.

4-34 Issue 4 September 1995

RETURN.

BCMS Agent Summary Report

list bcms summary agent ## time xx:xx xx:xx Page 1

Date: 11:00 pm MON APR 23, 1990

Job Id: 1 Job Status: none

Command: list bcms summary agent ## time xx:xx xx:xx

Print Interval: scheduled

Print Time: xx:xx

Sun: n Mon: n Tue: n Wed: n Thu: n Fri: n Sat: n

REPORT SCHEDULER

Screen 4-13. Report Scheduler Form with the Print Interval Set to

4. Enter the time you want the report printed and press RETURN. — The cursor moves to the Sun: field.

5. Enter y for the day(s ) y o u w an t t h e r eport printed. Us e

cursor to the next field.

6. When you are finished, press

ENTER.

— The report has been scheduled, and the syst em presents the enter

command: prompt.

Scheduling a Daily Report to Print

To schedule this report, perform the following steps:

1. Enter list bcms summary agent ## day xx/xx xx/xx schedule

(where ## is a valid agent extension or login ID measured by BCMS). The first specified day is referred to as the start day, while the second day is referred to as the stop day. If no s tart day is given, the report displays data accrued for the previous six days and data accrued through the most recently com pleted interval (hour or half-hour).

2. Press

RETURN.

— Th e R eport Scheduler form appears on your sc reen. The cursor is

located in the Print Interval: field.

scheduled

RETURN to move the

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BCMS Report Generati on

list bcms summary agent ## day xx/xx xx/xx Page 1

Date: 11:00 pm MON APR 23, 1990

Job Id: 1 Job Status: none

Command: list bcms summary agent ## day xx/xx xx/xx

Print Interval: immediate

REPORT SCHEDULER

Screen 4-14. Screen 4-14. Report Scheduler Form

NOTE:

If you do not have a printer direc t ly connected to your terminal, you can immediately print the report to the system printer by pressing

ENTER.

3. Enter schedule and press

RETURN.

— T he Pr i n t T ime: fi e l d appears beneath the Print Interval: field, and

fields for each day of the week appear at the bottom of the form. The cursor is located in the Print T ime: field.

list bcms summary agent ## day xx/xx xx/xx Page 1

Date: 11:00 pm MON APR 23, 1990

Job Id: 1 Job Status: none

Command: list bcms summary agent

Print Interval: scheduled

Print Time: xx:xx

Sun: n Mon: n Tue: n Wed: n Thu: n Fri: n Sat: n

REPORT SCHEDULER

Screen 4-15. Report Scheduler Form with the Print Interval Set to

scheduled

4. Enter the time you want the report printed and press RETURN. — The cursor moves to the Sun: field.

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BCMS Split Report

5. Enter y for day(s) you want the report printed. Use RETURN to move the cursor to the next field.

6. When you are finished, press

— The report has been scheduled, and the syst em presents the enter

command: prompt.

BCMS Split Report

Th e B C MS Split Report provides traffic information for the specified split nu mber. Depending on specifics from the command line, the information may be displayed as either a time interval or a daily summary. If neither

time

specified, the previous 24 time intervals (hour or half-hour), including data from the most recently completed time interval. To get information on the current time interval, you must use a monitor bcms command. Screen 4-16 shows the BCMS Split or Skill Summary Report — Hourly, and Screen 4-17 shows the BCMS Split or Skill Report — Daily.

NOTE:

When analyzing this report, keep the following things in mind:

■ All averages are for completed cal ls only.

■ A completed call may span more than one time interval. ACD calls that are

is the default. In this case, the report displays data accrued for

ENTER.

time

nor

day

■ Asterisks within a field indicate that the maximum for that field has been

exceeded .

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BCMS Report Generati on

list bcms split 3 time 8:00-10:00

Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995

Split: 03

Split Name: services Acceptable Service Level: 17

AVG AVG AVG TOTAL TOTAL % IN

ACD SPEED ABAND ABAND TALK AFTER FLOW FLOW AUX/ AVG SERV

TIME CALLS ANS CALLS TIME TIME CALL IN OUT OTHER STAFF LEVL

8:00- 9:00 32 :25 4 :32 5:15 16:00 3 5 3:30 4.0 80* 9:00-10:0 8 :07 1 :03 3:20 :00 0 0 9:30 2.2 85

----------- ----- ----- ----- ----- ----- ------- ---- ---- ------ ----- --SUMMARY 40 :21 5 :26 4:52 :26 3 5 13:00 3.1 81

BCMS SPLIT REPORT

Screen 4-16. BCMS Split or Skill Report — Hourly

* Acceptable service level changed. Split is displayed as "Skill" when EAS is optioned.

list bcms split 3 day 5/14/95

BCMS SPLIT REPORT

Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995

Split: 03

Split Name: services Acceptable Service Level: 17

DAY CALLS ANS CALLS TIME TIME CALL IN OUT OTHER STAFF LEVL

5/14/95 40 :21 5 :26 4:52 17:20 3 5 13:00 3.1 81

-------- ----- ----- ---- ----- ----- ------- ---- ---- ------- ----- --SUMMARY 40 :21 5 :26 4:52 17:20 3 5 13:00 3.1 81

AVG AVG AVG TOTAL TOTAL % IN

ACD SPEED ABAND ABAND TALK AFTER FLOW FLOW AUX/ AVG SERV

Screen 4-17. BCMS Split or Skill Report — Daily

Split is displayed as "Skill" when EAS is optioned.

NOTE:

Xs are used to show field size and are not dis played as p art of the form.

4-38 Issue 4 September 1995

BCMS Split Report

Report Headers, Abbreviations, and Their Definitions

This report presents header infor m ation at the top of each page. This information includes the comman d entered to generate the report, the page number of the report, the title of the report, and the time and date the report was generated. If this is a time report and there are more than 10 time intervals, this report is displayed on multiple pages. A daily summary report is displayed on the last page of the report.

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 to answer for a given hunt

group. Timing for a call begins when the call enters the hun t group queue. TIME/DAY — The time or day interval specified in the command line. Time is always ex pressed in 24-hour format. Start and stop times are optional.

day

displays data accrued for the previous 24 t im e in tervals. If you specify

in the command and do not include a start day or stop day, the report displays data accrued for the previous six 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 calls.

AVG SPEED ANS — The average am ount of ti me answered ACD calls (split and Direct Agent) spent in queue and ringing at an agent’s station before being answered during the reporting interval. Calls that flowed in do not have queue time from the previous split included in this average. Th is calculation is:

AVG SPEED ANS =

Sum o f Each Answered Call′s Time In Queue + Time Ringing at the Agent ′s Extension

_ _____________________________________________________________________________

Total Number o f ACD Calls Answered

NOTE:

Keep the following things in mind :

■ This value does not in c l ude time listening to a forc ed first

announcement.

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BCMS Report Generati on

■ A completed call may span more than one time period. ACD calls

ABAND CALLS — The total number of ACD calls that have hung up while waiting to be answered during this time interval. This value includes those calls that have abandoned while in queue or while ringing. Calls that are not queued (because the queue is full, the caller receives a forced first announcement and abandons during the announcement, or no agents are staffed) are not counted as abandoned. Also, calls that abandon while on hold are not counted as abandoned.

AVG ABAND TIME — The average time before an ACD call abandons. This value does not include any tim e s pent i n an o ther s plit’s queue before flowing into this split. The calculation is:

AVG ABAND TIME =

_ ______________________________

Total Abandon Time

Total Number o f Abandoned Calls

NOTE:

T hi s va lu e does not i nclude tim e l is t en i ng to a forced first announcement or calls that

abandon

while listening to a forced first announcement.

AVG TALK TIME — The average amount of time agents are active on ACD calls (split and direct agent) for each split. This includes time spent talking. The calculation does not include ring time at an agent’s voice terminal or time spent on hold. The calculation is:

Total ACD Talk Time

AVG TALK TIME =

_________________________

Total Number o f ACD Calls

TOTAL AFTER CALL — The amount of time that the agents in this split spent in call-related or n oncall-r elat ed ACW mode during the reporting interval. T his value includes time spent on direct incoming or outgoing c a lls while in ACW. If an agent entered ACW in one interval, but left ACW in an other interval, each interval is credited with ACW time.

FLOW IN — The total number of completed calls that this split received as a coverage point (intraflowed) from another BCMS-measured split, or are call forwarded (interflowed) to this split during the reporting interval. This total does not include calls that are interflowed from a remote switch by means of the Look Ahead Interflow feature. FLOW INs are recorded when a call ends.

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BCMS Split Report

FLOW OUT — The total number of calls queued to this split that were:

■ Successfully sent to the split’s coverage point after qu eui n g for the

■ Forwarded-out via c all forwarding

■ Forwarded-out via a route to station extension vector step

■ Answered via the Call Pickup feature

■ Forwarded-out via Look Ahead Interflow

■ First queued to this s plit and answered by the second or th ird split queued

■ Were redirected back to this split or its coverage path due to Redirect On

FLOW OUTs are recorded when a c all ends.

NOTE:

In a multiple split-queuing environment, inflows and outflows become a bit more complicated. Consider the following scenarios:

specified

don’t answer

interval. (This does not include calls that went to

coverage based on any other criterion.)

No Answer timing.

■ If a multiply queued call is answered in a non primary split (that is, a

second or third split), an outflow is recorded to the statistics for the first split, and an in f low and an answer are recorded t o th e s ta tistics for the answering split. For example, suppose there are three splits numbered 1 t hrough 3. A call comes in for split 1, but all agents ar e busy on this split. The call then goes into queue for splits 2 and 3. An agent on split 3 answers the call. In thi s example, an outflow is recorded to the statistics for split 1, and an inflow and an answer are recorded to the statistics for split 3. Th e st atistics for split 2 are unaffected because the call was not answered in this split. This scenario is shown in the following table.

Call Answered by Nonprimary Split

Split Pegging

Split 1 Split 2 Split 3

BCMS outflow dequeued inflow answer

If the call is answered in t he prima ry split, no inflows or outflows are recorded t o the statistics for any split. Splits 2 and 3 record the call as dequeued.

■ If a call is queued on three splits (for example, splits 1, 2, and 3,

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BCMS Report Generati on

Call Answered by Primary Split after a Route to VDN

BCMS outflow dequeued dequeued answer dequeued

Call Answered by Non-Primary Split after a Route to VDN

BCMS outflow dequeued dequeue d outflow inflow answer

answer is recorded t o the statistics for split 4. However, no inflow is recorded to the statistics for split 4. This scenario is shown in the following table.

Split Pegging

Split 1 Split 2 Split 3 Split 4 Split 5

If the call is answered on split 5, an outflow is recorded for the statistics t o split 4, and both an inflow and an answer are recorded to the statistics for split 5. This scenario is shown in the following table.

Split Pegging

Split 1 Split 2 Split 3 S plit 4 Split 5

Similarly, if a multiply queued call routes to another split, an outflow is recorded to the statistics f or the primary split, but no inflow is recorded to the statistics for the routed-to split.

TOTAL AUX/OTHER — The total time that logged-in agents in this split were unavai lable to receive calls during the reporting interval. T his value includes time spent on non-ACD calls while in AUX for this split. This value does not in clude the time agents spent on another split’s calls or in ACW for another split.

Note that a split totals AUX TIME whenever any agent logs into the split and :

■ Receives a EXTN call while in AUX or AVAIL state

■ Makes a EXTN call while in AUX or AVAIL state

■ Hits his/her AUX button

■ Other

Furthermore, the split report measurement AUX TIME is time-interval base d, since it is not directly related to a ca l l. For example, if an agent is in AUX for any of the previously identified reasons from 9:55 to 10:05, then five minutes is pegged in the 9:00 to 10:00 time interval and five minutes is pegged in the 10:00 to 11:00 time interval.

If you perform these calculations for each agent with in a split and total them — the calculated number should generally be the same as displayed on the split report. However, because of differences in how the agent and split reports handle EXTN calls you may (occasionally) see different numbers between the two reports.

4-42 Issue 4 September 1995

BCMS Split Report

AVG STAFF — The aver age number of agents who were logged into this split (staffed) during the reporting interval.

% IN SERV LEVL — The percentage of calls answered within the administered service l evel .

% IN SERV LEVL =

where accepted is calls answered whose queue time was less than or equal to the

administered service level for the split dequeued is a call that encountered the split’s queue, but that was NOT

answered, abandoned, or outflowed. This occurs with multiple split queuing.

Total Sta ff Time

AVG STAFF =

_ _________________________________________

ACD calls + abandons + out f lows + dequeued

_ _____________

Time Interval

Accepted *100

SUMMARY — For those columns that specify averages, the summary is an average for the entire reporting interval. For the ACD CALLS, ABAND CALLS, TOTAL AFTER CALL, FLOW IN, FLOW OUT, AUX TIME, and TOTAL HOLD TIME columns, the summary is the sum of individual time intervals or specified days.

Displaying the BCMS Split Report

BCMS allows you to collect data in either hourly or half-hourly intervals and daily intervals, and to display the report on your terminal.

Displaying an Hourly/Half-Hourly Interval Report

To display this report, perform the following st eps:

1. Enter list bcms split ## time xx:xx xx:xx (w here "##" is an administered split measured by BCMS). If the split is only one digit (for example, split 5), just enter the single digit. The first specified time is referred to as the start time, while the second time is referred to as the stop ti me. Time must be displayed in 24-hour format; however, the hours may be indicated as either a 1- or 2-digit number. Minutes are always expressed as two digits. If no start time is given, the report displays data accrued for the previous 24 time intervals (hour or half-hour).

NOTE:

Whether the system collects the data in hourly or half- hourly intervals depends on t h e M e asurement Interval setting in the Feature-Related System Parameters screen.

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BCMS Report Generati on

2. Press RETURN. — The BCMS Split Report appears on your screen.

3. If the report consists of more than one page, press the

display subsequent pages and the pages.

Displaying a Daily Report

To display this report, perform the following steps:

1. Enter list bcms split ## day xx/xx xx/xx (where ## is an

administered split measured by BCMS). If the split is only one digit (for example, split 5), just enter the single digit. The first specified day is referred to as the start day, whi l e the second day is referred to as the stop day. If no start day is given, the report displays data accrued for the previous six days plus data accrued through the most recently completed interval (hour or half-hour).

2. Press

RETURN.

— The BCMS Split Report appears on your screen.

3. If the report consists of more than one page, press the

display subsequent pages and the pages.

Printing the BCMS Split Report

NEXTPAGE key to

PREVPAGE key to display previous

NEXTPAGE key to

PREVPAGE key to display previous

BCMS allows you to collect data in either hourly or half-hourly intervals and daily intervals, and to print the report. If you have a printer directly connected to your terminal, you may print reports using the instructions provided below. If you do not have a printer directly connected to your terminal, consult the instructions in the next section for scheduling reports to print to the system printer.

Printing an Hourly/Half-Hourly Interval Report

To print this report, perform the following steps:

1. Enter list bcms split ## time xx:xx xx:xx print (where ## is

an administered split measured by BCMS). If the split is only one digit (for example, split 5), just enter the single digit. The first specified time is referred to as the start time, while the second time is referred to as the stop time. Time must be disp l ayed in 24-hour format; however, the hours may be indicated as either a 1- or 2-digit number. Minutes are always expressed as two digits. If no start time is given, the report displays data accrued for the previous 24 time intervals (hour or half-hour).

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BCMS Split Report

NOTE:

Whether the system collects the data in hourly or half- hourly intervals depends on t h e M e asurement Interval setting in the Feature-Related System Parameters screen.

2. Press

RETURN.

— The BCMS Split Report prints on the printer attached to your

terminal.

Printing a Daily Report

To print this report, perform the following steps:

1. Enter list bcms split ## day xx/xx xx/xx print (where ## is an administered split measured by BCMS). If the split is only one digit (for example, split 5), just enter the single digit. The first specified day is referred to as the start day, while the second day is referred to as the stop day. If no start day is given, the report displays data accrued for the previous six days plus data accrued through the most recently completed interval (hour or half-hour).

2. Press

RETURN.

— The BCMS Split Report prints on the printer attached to your

terminal.

Scheduling the BCMS Split Report to Print

Scheduling an Hourly/Half-Hourly Interval Report to Print

To schedule this report, perform the following steps:

1. Enter list bcms split ## time xx:xx xx:xx schedule (where ## is an administered split measured by BCMS). If the split is only one digit (for example, split 5), just enter the single digit. The first specified time is referred to as the start time, while the second time is referred to as the stop time. Time must be displayed in 24-hour format; however, the hours may be indicated as either a 1- or 2-digit number. Min u tes are always expressed as two digits. If no start time is given, the report displays data accrued for the previous 24 time intervals (hour or half-hour).

Issue 4 September 1995

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BCMS Report Generati on

NOTE:

Whether the system collects the data in hourly or half- hourly intervals depends on t h e M e asurement Interval setting in the Feature-Related System Parameters screen.

2. Press

RETURN.

— Th e R eport Scheduler form appears on your scre en. The cursor is

located in the Print Interval: field.

list bcms split ## time xx:xx xx:xx Page 1

Date: 11:00 pm MON APR 23, 1990

Job Id: 1 Job Status: none

Command: list bcms split ## time xx:xx xx:xx

Print Interval: immediate

Screen 4-18. Report Scheduler Form

If you do not have a printer directly connected to your terminal, you can immediately print the report to the system printer by pressing

3. Enter schedule and press — T he Pr i n t T ime: fi e l d appears beneath the Print Interval: field, and

fields for each day of the week appear at the bottom of the form. The cursor is located in the Print T ime: field.

REPORT SCHEDULER

ENTER.

RETURN.

4-46 Issue 4 September 1995

BCMS Split Report

list bcms split ## time xx:xx xx:xx Page 1

Date: 11:00 pm MON APR 23, 1990

Job Id: 1 Job Status: none

Command: list bcms split ## time xx:xx xx:xx

Print Interval: scheduled

Print Time: xx:xx

Sun: n Mon: n Tue: n Wed: n Thu: n Fri: n Sat: n

REPORT SCHEDULER

Screen 4-19. Report Scheduler Form with the Print Interval Set to

4. Enter the time you want the report printed and press RETURN. — The cursor moves to the Sun: field.

5. Enter y for the day(s ) y o u w an t t h e r eport printed. Us e

cursor to the next field.

6. When you are finished, press

ENTER.

— The report has been scheduled, and the syst em presents the enter

command: prompt.

Scheduling a Daily Report to Print

To schedule this report, perform the following steps:

1. Enter list bcms split ## day xx/xx xx/xx schedule (where ##

is an administered split measured by BCMS). If the split is only one digit (for example, split 5), just enter the single digit. The first specified day is referred to as the start day, while the second day is referred to as the stop day. If no start day is given, the report displays data accrued for the previous six days plus data accrued through the most recently completed interval (hour or half-hour).

2. Press

RETURN.

scheduled

RETURN to move the

— Th e R eport Scheduler form appears on your sc reen. The cursor is

located in the Print Interval: field.

Issue 4 September 1995

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BCMS Report Generati on

Page 1

Date: 11:00 pm MON APR 23, 1990

Job Id: 1 Job Status: none

Command: list bcms split ## day xx/xx xx/xx schedule

Print Interval: immediate

Screen 4-20. Report Scheduler Form

If you do not have a printer directly connected to your terminal, you can immediately print the report to the system printer by pressing

REPORT SCHEDULER

ENTER.

3. Enter schedule and press

RETURN.

— T he Pr i n t T ime: fi e l d appears beneath the Print Interval: field, and

fields for each day of the week appear at the bottom of the form. The cursor is located in the Print T ime: field.

list bcms split ## day xx/xx xx/xx Page 1

Date: 11:00 pm MON APR 23, 1990

Job Id: 1 Job Status: none

Command: list bcms split

Print Interval: scheduled

Print Time: xx:xx

Sun: n Mon: n Tue: n Wed: n Thu: n Fri: n Sat: n

REPORT SCHEDULER

Screen 4-21. Report Scheduler Form with the Print Interval Set to

scheduled

4. Enter the time you want the report printed and press RETURN. — The cursor moves to the Sun: field.

5. Enter y for the day(s) you wa nt th e report prin ted. Us e

cursor to the next field.

6. When you are finished, press

4-48 Issue 4 September 1995

RETURN to move the

ENTER.

BCMS Split Summary Report

NOTE:

— The report has been scheduled, and the syst em presents the enter

command: prompt.

BCMS Split Summary Report

This report replaces (and enhances) the BCMS System Report. Customers wi t h upgr a des from previous DEFINITY releases running BCMS will see that their scheduled list bcms system command is changed automatically to the list bcms summary split command to get this new report.

The BCMS Split Summary Report provides traffic measurement information for a specified group of BCMS splits. Depending on specifics from the command line, the information may be displayed as either a time interval or daily summary. If

time

nor

day

neither displays data accrued for the previous 24 time intervals (hour or half-hour), including data from the most recently completed ti m e interval. To get information on the current time interval, you must use a monitor bcms c ommand. Screen 4-22 shows the BCMS Split or Skill Summary Report — Hourly Summary, a nd Screen 4-23 shows the BCMS Split or Skill Summary Report — Daily Summary.

is specified,

time

is the defaul t. In this case, the report

This report is similar to the Split Report except tha t thi s r eport prov ides o ne l in e o f data for each split, a nd that includes all data for the specif i ed times. A split does not appear on the report if there is no data for that split. If you specify more than one time period, and data exists for one or more, but not all, of the specified times, the system uses the available data to calculate and display the one-line summary; the system does not identify which agents are not included in the calculations.

Time is always ex pressed 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 most recent time interval is the default. A stop time requires an associated start time. If no stop time is g iven, then only the last interval of data will be used to calculate the one-line display for each split. If you

day

specify

in the command and do not include a start day or stop day, the report displays data for the current day accrued through the most recently completed interval (hour or half-hour).

NOTE:

When analyzing this report, keep the following things in mind:

■ All averages are for completed cal ls only.

■ Asterisks indicate that the maximum for the associated field has been

exceeded .

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list bcms summary split 3 15 time 9:00-16:00

BCMS SPLIT SUMMARY REPORT

Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995

SPLIT NAME CALLS ANS CALLS TIME TIME CALL IN OUT OTHER STAFF LEVL

Service 8 :07 1 :03 3:20 :00 0 0 9:30 2.2 83*

-------- ----- ----- ---- ----- ----- ------- ---- ---- ------- ----- --SUMMARY 40 :21 5 :26 4:52 16:00 3 5 13:00 3.1 76

Time: 9:00-16:00

AVG AVG AVG TOTAL TOTAL % IN

ACD SPEED ABAND ABAND TALK AFTER FLOW FLOW AUX/ AVG SERV

Sales 32 :25 4 :32 5:15 16:00 3 5 3:30 4.0 75

Screen 4-22. BCMS Split or Skill Summary Report — Hourly Summary

SPLIT is displayed as "SKILL" when EAS is optioned.

list bcms summary split 5 3 day

BCMS SPLIT SUMMARY REPORT

Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995

Day: 5/15/95

AVG AVG AVG TOTAL TOTAL % IN

SPLIT NAME CALLS ANS CALLS TIME TIME CALL IN OUT OTHER STAFF LEVL

Sales 32 :25 4 :32 5:15 16:00 3 5 3:30 4.0 75

Service 8 :07 1 :03 3:20 :00 0 0 9:30 2.2 83*

-------- ----- ----- ---- ----- ----- ------- ---- ---- ------- ----- --SUMMARY 40 :21 5 :26 4:52 16:00 3 5 13:00 3.1 76

ACD SPEED ABAND ABAND TALK AFTER FLOW FLOW AUX/ AVG SERV

Screen 4-23. BCMS Split or Skill Summary Report — Daily Summary

SPLIT is displayed as "SKILL" when EAS is optioned.

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BCMS Split Summary Report

Report Headers, Abbreviations, and Their Definitions

This report presents header infor m ation at the top of each page. This information includes the comman d entered to generate the report, the page number of the report, the title of the report, and the time and date the report was generated. If this is a time report and there are more than 10 time intervals, this report is displayed on multiple pages. A daily summary report is displayed on the last page of the report.

TIME/DAY — The time or day interval specified in the command line. Time is always ex pressed 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 t im e in tervals. If you specify command and do not include a start day or stop day, the report displays data accrued for the previous six days and data accrued through the most recently completed interval (hour or half-hour).

day

in the

SPLIT NAME — Displays the name that is administered for this split number. If no name exists, the split extension (for example, EXT 65432) is di splayed.

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 calls.

AVG SPEED ANS — The average amount of ti me ACD calls (split and Direct Agent) spent in queue and ringing at an agent’s station before being answered during the re porting interval. Calls that flowed in do not have queue time from the previous split included in this average. This calculation is:

AVG SPEED ANS =

Sum o f Each Completed Call′s Time In Queue + Time Ringing at the Agent ′s Extension

_ _____________________________________________________________________________

Total Number o f ACD Calls Answered

NOTE:

Keep the following things in mind :

■ This value does not in c l ude time listening to a forc ed first

announcement.

■ Asterisks indicate that the maximum for the associated field has

been exceeded .

ABAND CALLS — The total number of ACD calls that have hung up while waiting to be answered during this time interval. This value includes those calls

Issue 4 September 1995

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BCMS Report Generati on

that have abandoned while in queue or while ringing. Calls that are not queued (because the queue is full, the caller receives a forced first announcement and abandons during the announcement, or no agents are staffed) are not counted as abandoned. Also, calls that abandon while on hold are not counted as abandoned.

AVG ABAND TIME — The average time before an ACD call abandons. This value does not include any tim e s pent i n an o ther s plit’s queue before flowing into this split. The calculation is:

AVG ABAND TIME =

NOTE:

T hi s va lu e does not i nclude tim e l is t en i ng to a forced first announcement or calls that

AVG TALK TIME — The aver age duration of ACD calls (split and direct agent) for each split . Th is includes time spent talking. The calculation does not include ring time at an agent’s voice terminal or time spent on hold. The calculation is:

AVG TALK TIME =

abandon

_ ______________________________

Total Abandon Time

Total Number o f Abandoned Calls

while listening to a forced first announcement.

Total ACD Talk Time

_________________________

Total Number o f ACD Calls

FLOW IN — The total number of calls that this split received as a coverage point (intraflowed) from another BCMS-measured split, or are call forwarded (interflowe d) to this split during the repo rting interval. This total does not include calls that are interflowed from a remote switch by means of the Look Ahead Interflow feature. FLOW INs are recorded as they o ccur.

FLOW OUT — The total number of calls queued to this split that were:

■ Successfully sent to the split’s coverage point after queuing fo r the

specified

don’t answer

interval. (This does not include calls that went to

coverage based on any other criterion.)

■ Forwarded-out via call forwarding

■ Answered via the Call Pickup feature

■ Forwarded-out via Look Ahead Interflow

■ Forwarded-out via a "route to" station extension vector step

■ First queued to this split and answered by the second or third split queued

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BCMS Split Summary Report

NOTE:

■ Were redirected back to this split or its coverage path due to Redirect On

No Answer timing.

FLOW OUTs are recorded when a c all ends.

In a vectoring environment, inflows and outflows become a bit more complicated. Consider the following scenarios:

■ If a multiple queued call is answer ed in a nonprimary split (that is, a

Call Answered by Nonprimary Split

Split Pegging

Split 1 Split 2 Split 3

BCMS outflow dequeued inflow answer

If the call is answered in t he prima ry split, no inflows or outflows are recorded t o the statistics for any split. Splits 2 and 3 record the call as not recorded.

■ If a call is queued on three splits (for example, splits 1, 2, and 3,

with split 1 being the primary split), then encounters a route-to command that sends the call to another VDN, that queues to different splits (for example, splits 4 and 5), an outflow is recorded to the statistics for split 1. If the call is answered in split 4, an answer is recorded t o the statistics for split 4. However, no inflow is recorded to the statistics for split 4. This scenario is shown in the following table.

Call Answered by Primary Split after a Route to VDN

Split Pegging

Split 1 Split 2 Split 3 Split 4 Split 5

BCMS outflow dequeued dequeued answer dequeued

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BCMS Report Generati on

Call Answered by Non-Primary Split after a Route to VDN

BCMS outflow dequeued dequeued outflow inflow answer

Split Pegging

Split 1 Split 2 Split 3 Split 4 Split 5

Similarly, if a multiple queued call routes to another split, an outflow is recorded to the statistics f or the primary split, but no inflow is recorded to the statistics for the routed-to split.

A split totals AUX/OTHER TIME whenever any agent logs into the split and:

■ Receives a EXTN call while in AUX or AVAIL state

■ Makes a EXTN call while in AUX or AVAIL state

■ Hits his/her AUX button

■ Other

AVG STAFF — The aver age number of agents who were logged into this split (staffed) during the reporting interval.

Total Sta ff Time

AVG STAFF =

_ _____________

Time Interval

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BCMS Split Summary Report

% IN SERV LEVL — The percentage of calls answered within the administered service l evel .

% IN SERV LEVL =

_ _________________________________________

ACD calls + abandons + out f lows + dequeued

where accepted is calls answered whose queue time was less than or equal to the

administered service level for the split dequeued is a call that encountered the split’s queue, but that was NOT

answered, abandoned, or outflowed. This occurs with multiple split queuing. SUMMARY — For those columns that specify averages, the summary is an

average for the entire reporting interval. For the ACD CALLS, ABAND CALLS, TOTAL AFTER CALL, FLOW IN, FLOW OUT, AUX TIME, and TOTAL HOLD TIME columns, the summary is the sum of individual time intervals or specified days.

Displaying the BCMS Split Summary Report

Accepted *100

BCMS allows you to collect data in ei ther hourly or half-hourly intervals and daily intervals, and to display the report on your terminal.

Displaying an Hourly/Half-Hourly Interval Report

To display this report, perform the following st eps:

1. Enter list bcms summary split time xx:xx xx:xx. The first specified time is referred to as the start time, while the second time is referred to as the stop time. Time must be displayed in 24-hour format; however, the hours may be indicated as either a 1- or 2-digit number. Minutes are always expressed as two digits. If no start time is given then only the last interval of d a ta will be used to calcul ate the one-line display for each split.

NOTE:

Whether the system collects the data in hourly or half- hourly intervals depends on t h e M e asurement Interval setting in the Feature-Related System Parameters screen.

2. Press

3. If the report consists of more than one page, press the

RETURN.

— The BCMS Split Summary Report appears on your screen.

display subsequent pages and the pages.

NEXTPAGE key to

PREVPAGE key to display previous

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BCMS Report Generati on

Displaying a Daily Report

To display this report, perform the following steps:

1. Enter list bcms summary split day xx/xx xx/xx. The first specified day is referred to as the start day, while the second day is referred to as the stop day. If no start day is given then the data accumulated for the last day (the current day) will be used to calculate the one-line display for each split.

2. Press

RETURN.

— The BCMS Split Summary Report appears on your screen.

3. If the report consists of more than one page, press the display subsequent pages and the pages.

Printing the BCMS Split Summary Report

Printing an Hourly/Half-Hourly Interval Report

To print this report, perform the following steps:

1. Enter list bcms summary split time xx:xx xx:xx print. The first specified time is referred to as the start time, while the second time is referred to as the stop time. Time must be displayed in 24-hour format; however, the hours may be indicated as either a 1- or 2-digit number. Minutes are always expressed as two digits. If no start time is given then only the last interval of d a ta will be used to calc ulate the one-line display for each split.

NEXTPAGE key to

PREVPAGE key to display previous

NOTE:

Whether the system collects the data in hourly or half- hourly intervals depends on t h e M e asurement Interval setting in the Feature-Related System Parameters screen.

2. Press

RETURN.

— The BCMS Split Summary Report prints on the printer attached to

your terminal.

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BCMS Split Summary Report

Printing a Daily Report

To print this report, perform the following steps:

1. Enter list bcms summary split day xx/xx xx/xx print. The first specified day is referred to as the start day, while the second day is referred to as the stop day. If no start day is given then the data accumulated for the last day (the current day) will be used to calculate the one-line display for each split.

2. Press

RETURN.

— The BCMS Split Summary Report prints on the printer attached t o

your terminal.

Scheduling the BCMS Split Summary Report to Print

Scheduling an Hourly/Half-Hourly Interval Report to Print

To schedule this report, perform the following steps:

1. Enter list bcms summary split time xx:xx xx:xx schedule. The first specified time is referred to as the start time, while the second time is referred to as the stop time. Time must be displayed in 24-hour format; however, the hours may be indicated as either a 1- or 2-digit number. Minutes are always expressed as two digits. If no start time is given then only the last interval of da ta wil l b e used to calculate the one-line display for each split.

2. Press

— Th e R eport Scheduler form appears on your sc reen. The cursor is

NOTE:

Whether the system collects the data in hourly or half- hourly intervals depends on t h e M e asurement Interval setting in the Feature-Related System Parameters screen.

RETURN.

located in the Print Interval: field.

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BCMS Report Generati on

list bcms summary split time xx:xx xx:xx Page 1

Date: 11:00 pm MON APR 23, 1990

Job Id: 1 Job Status: none

Command: list bcms summary split time xx:xx xx:xx schedule

Print Interval: immediate

Screen 4-24. Report Scheduler Form

NOTE:

If you do not have a printer direc t ly connected to your terminal, you can immediately print the report to the system printer by pressing

ENTER.

REPORT SCHEDULER

3. Enter schedule and press

RETURN.

— T he Pr i n t T ime: fi e l d appears beneath the Print Interval: field, and

fields for each day of the week appear at the bottom of the form. The cursor is located in the Print T ime: field.

list bcms summary split time xx:xx xx:xx Page 1

Date: 11:00 pm MON APR 23, 1990

Job Id: 1 Job Status: none

Command: list bcms summary split time xx:xx xx:xx schedule

Print Interval: scheduled

Print Time: xx:xx

Sun: n Mon: n Tue: n Wed: n Thu: n Fri: n Sat: n

REPORT SCHEDULER

Screen 4-25. Report Scheduler Form with the Print Interval Set to

scheduled

4. Enter the time you want the report printed and press RETURN. — The cursor moves to the Sun: field.

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BCMS Split Summary Report

5. Enter y for the day( s) yo u w an t th e report prin ted. Us e RETURN to move the cursor to the next field.

6. When you are finished, press

— The report has been scheduled and the system presents the enter

command: prompt.

Scheduling a Daily Report to Print

To schedule this report, perform the following steps:

1. Enter list bcms summary split day xx/xx xx/xx schedule. T he fi rst specified da y is referred to as the start day, while the second day is referred to as the stop day. If no start day is given then the data accumulated for the last day (the current day) will be used to calculate the one-line display for each split.

2. Press

list bcms summary split day xx/xx xx/xx Page 1

Date: 11:00 pm MON APR 23, 1990

Job Id: 1 Job Status: none

Command: list bcms summary split day xx/xx xx/xx schedule

Print Interval: immediate

RETURN.

— Th e R eport Scheduler form appears on your sc reen. The cursor is

located in the Print Interval: field.

ENTER.

REPORT SCHEDULER

Screen 4-26. Report Scheduler Form

NOTE:

If you do not have a printer direc t ly connected to your terminal, you can immediately print the report to the system printer by pressing

ENTER.

3. Enter schedule and press

— T he Pr i n t T ime: fi e l d appears beneath the Print Interval: field, and

fields for each day of the week appear at the bottom of the form. The cursor is located in the Print Time: field.

RETURN.

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BCMS Report Generati on

list bcms summary split day xx/xx xx/xx Page 1

Date: 11:00 pm MON APR 23, 1990

Job Id: 1 Job Status: none

Command: list bcms summary split day xx/xx xx/xx schedule

Print Interval: scheduled

Print Time: xx:xx

Sun: n Mon: n Tue: n Wed: n Thu: n Fri: n Sat: n

REPORT SCHEDULER

Screen 4-27. Report Scheduler Form with the Print Interval Set to

4. Enter the time you want the report printed and press RETURN. — The cursor moves to the Sun: field.

5. Enter y for the day(s) you wa nt th e report prin ted. Us e

cursor to the next field.

6. When you are finished, press

ENTER.

— The report has been scheduled, and the system presents the enter

command: prompt.

BCMS Trunk Group Report

The BCMs Trunk Group Report gives statistical information for all BCMS trunk groups. The BCM S Trunk Group Report may be used by the ACD administrator and/or manager to monitor use of the trunk group and to determine the optimal number o f trunks for the trunk group. Depending on specific s f r o m t h e com m a nd line, the information may be displayed as either a time interval or a daily

time

nor

day

summary. If neither

is specifi e d, report displays dat a a ccrued for the previous 24 time interv als (hour or half-hour), including data from the most recently completed time interval. Screen 4-28 shows the BCMS Trunk Group Time Interval Report, and Screen 4-29 shows the BCMS Trunk Group Daily Report.

time

is the default. In this case, the

scheduled

RETURN to move the

NOTE:

When analyzing this report, keep the following things in mind:

■ All averages are for completed cal ls only.

4-60 Issue 4 September 1995

BCMS Trunk Group Report

■ A completed call may span more than one time interval. ACD calls

that are in process (have no t terminated) are counted in the time interval in which they terminate. For example, if an ACD call begins in the 10:00 to 11:00 time interval, but terminates in the 11:00 to 12:00 time interval, the data for this call is counted in the 11:00 to 12:00 time interval.

■ Asterisks in a field indicate that the maximum for that field has been

exceeded.

■ A single asterisk at the end of a time or date field indicates that

during the interval, trunk group administration o ccurred which changed the number of trunks.

list bcms trunk 1 time 8:00 11:00

Switch Name: Lab Model Date: 12:59 pm THU APR 20, 1995

Group: 1

Group Name: TG 1 Number of Trunks: 11

| INCOMING | OUTGOING |%ALL %TIME

TIME |CALLS ABAND TIME CCS | CALLS COMP TIME CCS|BUSY MAINT

8:00- 9:00* 23 2 2:15 31.02 1 1 1:36 .96 0 0 9:00-10:00 35 2 1:48 35.74 4 4 1:42 4.08 0 0

10:00-11:00 24 1 1:40 22.93 0 0 :00 .00 0 0

----------- ----- ---- ------ -------- ----- ---- ------ ------ --- --SUMMARY 82 5 1:54 29.89 5 5 1:39 2.52 0 0

BCMS TRUNK GROUP REPORT

Screen 4-28. BCMS Trunk Group Time Interval Report

NOTE:

Xs are used to show field size and are not dis played as p art of the form.

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BCMS Report Generati on

list bcms trunk 1 day 4/17

Switch Name: Lab Model Date: 12:59 pm THU APR 20, 1995

Group: 1

Group Name: TG 1 Number of Trunks: 11

| INCOMING | OUTGOING |%ALL %TIME

DAY |CALLS ABAND TIME CCS | CALLS COMP TIME CCS|BUSY MAINT

4/17/95* 82 5 1:54 29.89 5 5 1:39 2.52 0 0

----------- ----- ---- ------ -------- ----- ---- ------ ------ --- -- SUMMARY 82 5 1:54 29.89 5 5 1:39 2.52 0 0

BCMS TRUNK GROUP REPORT

Screen 4-29. BCMS Trunk Group Daily Report

Report Headers, Abbreviations, and Their Definitions

This report presents header infor m ation at the top of each page. This information includes the comman d entered to generate the report, the page number of the report, the title of the report, and the time and date the report was generated. If this is a time inter val report and there are more than 11 time intervals, this report is displayed on multiple pages. A daily summary report is displayed on one page.

Trunk Group — The trunk group number specified with the command line. Trunk Group Name — The name that is administered for this trunk group. If no

name is administered, then this field is displayed as blank. Number of Trunks — The number of individual trunks in the trunk group at the

end of the first interval being reported. TIME/DAY — The ti me or day i nterval specified i n the command line. Time is always expressed in 24-hour format. Start and stop times are optional.

Reports always start at the top of the time interval (either hour or half-hour). If no start time is given, the report displays data a ccrued for the previous 24 time intervals. A stop time requires an associated start time. If no stop time is given, the last completed tim e i nt er val (hour or half-hour) is the default. If no start time or stop time is given, the report displays data ac crued for the previous 24 time intervals. If you specify stop day, the report displays data accrued for the previous six days and data accrued through the most recently completed interval (hour or half-hour).

4-62 Issue 4 September 1995

day

in the command and do not include a start day or

BCMS Trunk Group Report

If switch administration causes the number of trunks in a BCMS-measured trunk group to change during a day or a time interval, an asterisk appears in the

DAY/TIME

INCOMING CALLS — The total number of inc oming calls carried by this trunk group.

INCOMING ABAND — The number of i ncoming calls that queued to ACD splits, then abandoned (without being answered by a staffed agent within this split) during the reporting interval. Calls that cannot queue (for example, queue full, or calls that receive a busy signal from the Central Office b e cause there aren’t any available trunks) are not included in the INCOMING ABAND number. Also included are calls directly to staffed ACD agents that are un answered.

INCOMING TIME — The average holding time for incoming calls to this trunk group during the specified reporting interval. Holding time is defined as the length of time in minutes and seconds that a facility is used during a call. The calculation for incoming time is:

INCOMING TIME =

field.

Total Holding Time for all Incoming Calls

_ ___________________________________

Total Number o f Incoming Calls

INCOMING CCS — The total holding time (usage) for incoming calls to the trunk group during the specified reporting interval. T he units are expressed in h undred call seconds (CCS). Refer to the Glossary for a description of the term CCS.

OUTGOING CALLS — Th e total number of outgoing calls for this trunk group during the specified reporting interval.

OUTGOING COMP — The total number of outgoing calls that were placed over this trunk group and answered during the specified reporting interval.

NOTE:

Completi on i s deter min ed by either return of network answer superv is io n, o r a call that lasts longer than the answer supervision t ime-out parameter; whichever occurs first.

OUTGOING TIME — The average holding time for outgoing calls during the specified reporting interval. The calculation is:

Total Holding Time for Outgoing Calls

OUTGOING TIME =

OUTGOING CCS — The total holding time for outgoing calls from this trunk group. The units are expressed in CCS.

_ _________________________________

Total Number o f Outgoing Calls

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BCMS Report Generati on

% ALL BUSY — The percentage of time that all the trunks in this trunk group were busy . T his value includes trunks that are maintenance busy. The calculation is:

% ALL BUSY =

where Busy Times is expressed in minutes and is the sum of all times when all trunks were simultaneously busy.

% TIME MAINT — The percentage of time that one or more trunks have been busied-out for maintenance purposes. The calculation is:

% TIME MAINT =

where:

■ Total Maintenance Busy Time is the sum of Maintenance Busy Time (in

minutes) for all trunks (individually) in this trunk group during this interval

Total o f all Busy Times

_ _____________________

Time Interval

Total Maintenance Busy Time × 100

_ _____________________________________

× ( 100 )

Time Interval × Number o f Trunks in Group

■ Time Interval is expressed in minutes (for example,

interval,

if using a one-hour interval, and

NOTE:

For reporting purposes, call data is stored during the time interval (hour or half-hour) that the trunk goes idle, not when the station releases. Also, changing the number of trunks in a trunk group can cause unexpected results for that interval.

Displaying the BCMS Trunk Group Report

BCMS allows you to collect data in either hourly/half-hourly intervals or daily intervals and display the report on your terminal.

Displaying an Hourly/Half-Hourly Interval Report

To display th is report, perfor m the following steps:

1. Enter list bcms trunk ## time xx:xx xx:xx (where ## is a valid BCMS measured trunk group). If the trunk group is only one digit (for example, trunk 5), just enter the single digit. The first specified time is referred to as the start time, while the second time is referred to as the stop time. Time must be disp l ayed in 24-hour format; however, the hours may be indicated as either a 1- or 2-digit number. Minutes are always expressed as two digits. If no start time is given, the report displays data accrued for the previous 24 time intervals (hour or half-hour).

if using a half-hour

1440

if using a daily summar y)

4-64 Issue 4 September 1995

BCMS Trunk Group Report

NOTE:

Whether the system collects the data in hourly or half- hourly intervals depends on t h e M e asurement Interval setting in the Feature-Related System Parameters screen.

2. Press

RETURN.

— The BCMS Trunk Grou p Report appears on your screen.

3. If the report consists of more than one page, press the display subsequent pages and the pages.

Displaying a Daily Report

To display this report, perform the following st eps:

1. Enter list bcms trunk ## day xx/xx xx/xx (where ## is a valid BCMS measured trunk group). If the trunk group is only one digit (for example, trunk 5), just enter the single digit. The first specified day is referred to as the start day, while the second day is referred to as the stop day. If no start day is given, the report displays data accrued for the previous six days and data accrue d through the most rece ntly completed interval (hour or half-hour).

2. Press

3. If the report consists of more than one page, press the

RETURN.

— The BCMS Trunk Grou p Report appears on your screen.

display subsequent pages and the pages.

NEXTPAGE key to

PREVPAGE key to display previous

NEXTPAGE key to

PREVPAGE key to display previous

Printing the BCMS Trunk Group Report

Printing an Hourly/Half-Hourly Interval Report

To print this report, perform the following steps:

1. Enter list bcms trunk ## time xx:xx xx:xx print (where ## is a valid BCMS measured trunk group). If the trunk g rou p i s o n ly one digit (for example, trunk 5), just enter the single digit. The firs t s pecified time is referred to as the start time, while the second time is referred to as the stop ti me. Time must be displayed in 24-hour format; however, the hours

Issue 4 September 1995

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BCMS Report Generati on

NOTE:

may be indicated as either a 1- or 2-digit number. Minutes are always expressed as two digits. If no start time is given, the report displays data accrued for the previous 24 time intervals (hour or half-hour).

Whether the system collects the data in hourly or half- hourly intervals depends on t h e M e asurement Interval setting in the Feature-Related System Parameters screen.

2. Press

RETURN.

— The BCMS Trunk Group Report prints at the printer attached to your

terminal.

Printing a Daily Report

To print this report, perform the following steps:

1. Enter list bcms trunk ## day xx/xx xx/xx print (where ## is a valid BCMS measured trunk group). If the trunk group is only one digit (fo r example, trunk 5), just enter the single digit. The first specified day is referred to as the start day, whi l e the second day is referred to as the stop day. If no start day is given, the report displays data accrued for the previous six days and data accrue d through the most rece ntly completed interval (hour or half-hour).

2. Press

RETURN.

— The BCMS Trunk Group Report prints at the printer attached to your

terminal.

Scheduling the BCMS Trunk Group Report to Print

The Report Scheduler allows you to schedule the day or days for the system to print the report. If you do not have a printer directly connected to your terminal, you may use the Report Scheduler feature to print the report immediately to the system printer. The data for this report can be collected in hourly/half-hourly intervals or daily i nterval s.

Scheduling an Hourly/Half-Hourly Interval Report to Print

To schedule this report, perform the following steps:

1. Enter list bcms trunk ## time xx:xx xx:xx schedule (where ## is a valid BCMS measured trunk group). If the trunk group is only one digit (for example, trunk 5), just enter the single digit. The first specified time is referred to as the start time, while the second time is referred to a s the stop time. Time must be displayed in 24-hour format; however, the hours may be indicated as either a 1- or 2-digit number. Minutes are

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BCMS Trunk Group Report

NOTE:

always expressed as two digits. If no start time is given, the report displays data accrued for the previous 24 time intervals (hour or half-hour).

Whether the system collects the data in hourly or half- hourly intervals depends on t h e M e asurement Interval setting in the Feature-Related System Parameters screen.

2. Press

RETURN.

— Th e R eport Scheduler form appears on your sc reen. The cursor is

located in the Print Interval: field.

list bcms trunk ## time xx:xx xx:xx Page 1

Date: 11:00 pm MON APR 23, 1990

Job Id: 1 Job Status: none

Command: list bcms trunk ## time xx:xx xx:xx schedule

Print Interval: immediate

Screen 4-30. Report Scheduler Form

NOTE:

If you do not have a printer direc t ly connected to your terminal, you can immediately print the report to the system printer by pressing

ENTER.

REPORT SCHEDULER

3. Enter schedule and press — T he Pr i n t T ime: fi e l d appears beneath the Print Interval: field, and

fields for each day of the week appear at the bottom of the form. The cursor is located in the Print Time: field.

RETURN.

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list bcms trunk ## time xx:xx xx:xx Page 1

Date: 11:00 pm MON APR 23, 1990

Job Id: 1 Job Status: none

Command: list bcms trunk ## time xx:xx xx:xx schedule

Print Interval: scheduled

Print Time: xx:xx

Sun: n Mon: n Tue: n Wed: n Thu: n Fri: n Sat: n

REPORT SCHEDULER

Screen 4-31. Report Scheduler Form with the Print Interval Set to

4. Enter the time you want the report printed and press RETURN. — The cursor moves to the Sun: field.

5. Enter y for the day(s) you wa nt th e report prin ted. Us e

cursor to the next field.

6. When you are finished, press

ENTER.

— The report has been scheduled, and the system presents the enter

command: prompt.

Scheduling a Daily Report to Print

To schedule this report, perform the following steps:

1. Enter list bcms trunk ## day xx/xx xx/xx schedule (where ##

is a valid BCMS measured trunk group). If the trunk group is only one digit (for example, trunk 5), just enter the single digit. Th e fi r s t specified day is referred to as the start day, whi l e the second day is referred to as the stop day. If no start day is given, the report displays data accrued for the previous six days and data accrue d through the most rece ntly completed interval (hour or half-hour).

2. Press

RETURN.

scheduled

RETURN to move the

— Th e R eport Scheduler form appears on your scre en. The cursor is

located in the Print Interval: field.

4-68 Issue 4 September 1995

BCMS Trunk Group Report

list bcms trunk ## day xx/xx xx/xx Page 1

Date: 11:00 pm MON APR 23, 1990

Job Id: 1 Job Status: none

Command: list bcms trunk ## day xx/xx xx/xx schedule

Print Interval: immediate

Screen 4-32. Report Scheduler Form

NOTE:

If you do not have a printer direc t ly connected to your terminal, you can immediately print the report to the system printer by pressing

ENTER.

REPORT SCHEDULER

3. Enter schedule and press

RETURN.

— T he Pr i n t T ime: fi e l d appears beneath the Print Interval: field, and

fields for each day of the week appear at the bottom of the form. The cursor is located in the Print Time: field.

list bcms trunk ## day xx/xx xx/xx Page 1

Date: 11:00 pm MON APR 23, 1990

Job Id: 1 Job Status: none

Command: list bcms trunk ## day xx/xx xx/xx schedule

Print Interval: scheduled

Print Time: xx:xx

Sun: n Mon: n Tue: n Wed: n Thu: n Fri: n Sat: n

REPORT SCHEDULER

Screen 4-33. Report Scheduler Form with the Print Interval Set to

scheduled

4. Enter the time you want the report printed and press RETURN. — The cursor moves to the Sun: field.

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BCMS Report Generati on

5. Enter y for the day(s) you want the report printed. Use R ETURN to move the cursor to the next field.

6. When you are finished, press

ENTER.

— The report has been scheduled, and the system presents the enter

command: prompt.

BCMS Trunk Group Summary Report

The BCMS Trunk Group Summary Report provides information about BCMS-measured trunk groups. You can sp ecify the trunk groups you want included in the report. The BCMS Trunk Group Report can be used by the ACD administrator and/or manager to monitor use of one or more trunk groups and to determine the optimal number of trunks for the trunk groups. Note that this applies only to trunk groups measured by BCMS.

Th is report is sim ila r to th e BCMS Tr unk Group Report except that the information for a trunk appears on separate lines of the report, with totals of activity for all trunks in the trunk group f o r th e specified time. You can print the report for a certain time period spec ified in either hours or days (up to 7 days).

The report displays only the information that exists and does not identify absent data. If data does not exist for a specified trunk group, the trunk group does not appear on the report. Also, if information does not exist for a portion of the specified time period, the report displays all existing information but does not identify where there is no data. Screen 4-34 shows the BCMS Trunk Group Summary Report for an interval of hours, and Screen 4-35 shows the BCMS Trunk Group Summary Report for a daily interval.

NOTE:

When analyzing this report, keep the following things in mind:

■ All averages are for completed cal ls only.

■ Asterisks in a field indicate that the maximum for that field is

exceeded .

■ A single asterisk at the end of a time or date field indicates that

during the interval, trunk group administration occurred which changed the number of trunks.

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BCMS Trunk Group Summary Report

list bcms trunk sum 23-25 time 8:00

BCMS TRUNK GROUP SUMMARY REPORT

Switch Name: Lab Model Date: 12:59 pm THU APR 20, 1995

GROUP NAME |CALLS ABAND TIME CCS | CALLS COMP TIME CCS|BUSY MAINT

IN-800 23 2 2:15 31.02 1 1 1:36 0.96 0 0 OUT-WATTS* 35 2 1:48 35.74 4 4 1:42 4.08 0 0 TIE-GROUP 24 1 1:40 22.93 0 0 :00 0.00 0 0

----------- ----- ---- ------ -------- ----- ----- ------ ------ --- --SUMMARY 82 5 1:54 29.89 5 5 1:39 2.52 0 0

Time: 8:00-13:00

| INCOMING | OUTGOING |%ALL %TIME

Screen 4-34. BCMS Trunk Group Summary Report — Hourly

list bcms trunk sum 23 day 5/17/92

BCMS TRUNK GROUP SUMMARY REPORT

Switch Name: Lab Model Date: 12:59 pm THU APR 20, 1995

GROUP NAME |CALLS ABAND TIME CCS | CALLS COMP TIME CCS|BUSY MAINT

IN-800* 82 5 1:54 29.89 5 5 1:39 2.52 0 0

----------- ----- ---- ------ -------- ----- ----- ------ ------ --- --SUMMARY 82 5 1:54 29.89 5 5 1:39 2.52 0 0

Day: 5/17/95

| INCOMING | OUTGOING |%ALL %TIME

Screen 4-35. BCMS Trunk Group Summary Report — Daily

Report Headers, Abbreviations, and Their Definitions

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 top of the time interval (either hour or half-hour). If no start time is given, the report displays data accrued for the p revious 24 time intervals. A stop time requires an associa ted start t ime. If no stop time is given, the last

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BCMS Report Generati on

completed time interval (hour or half-hour) is the default. If no start time or stop time is given, the report displays data accrued for t he previous 24 time intervals. If you specify report displays data accrued for the previous six days and data accrued thro ugh the most recently co m pleted interval (hour or half-hour).

If switch administration causes the number of trunks in a BCMS-measured trunk group to change during a day or a time int erval, an asterisk appears in the

DAY/TIME

NAME — The name that is administered for this trunk group. If no name is administered, this field is displayed as blank.

INCOMING CALLS — The total number of in coming ca lls carried by this trunk group.

INCOMING ABAND — The number of i ncoming calls that queued to ACD splits, then abandoned (without being answered by a staffed agent within this split) during the reporting interval. Calls that cannot queue (for example, queue full, or calls that receive a busy signal from the centra l office because there are no available trunks) are not included in the INCOMING ABAND number. Also included are calls directly to staffed ACD agents that are unanswered.

field.

day

in the command and do not i nclude a start day or stop day, the

Total Holding Time for all Incoming Calls

INCOMING TIME =

INCOMING CCS — The total holding time (usage) for incoming calls to the trunk group during the specified reporting interval. The units are expressed i n hu ndred call seconds (CCS). Refer to the Glossary for a description of the term CCS.

OUTGOING CALLS — The total number of outgoing c alls for this trunk group during the specified reporting interval.

OUTGOING COMP — The total number of outgoing calls that were placed over this trunk group and answered during the specified reporting interval.

NOTE:

Completi on i s deter min ed by either return of network answer superv is io n, o r a call that lasts longer than the answer supervision time-out parameter; whichever occurs first.

OUTGOING TIME — The average ho lding time for outgoing calls during the specified reporting interval. The cal culation is:

_ ___________________________________

Total Number o f Incoming Calls

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BCMS Trunk Group Summary Report

OUTGOING TIME =

OUTGOING CCS — The total holding time for outgoing calls from this trunk group. The units are expressed in CCS.

% ALL BUSY — The percentage of time t hat all the trunks in this trunk group were busy . T his value includes trunks that are maintenance busy. The calculation is:

% ALL BUSY =

where Busy Times is expressed in minutes and is the sum of all tim es when all trunks

were simultaneously busy. % TIME MAINT — The percentage of time that one or more trunks have been

busied-out for maintenance purposes. The calculation is:

Total Holding Time for Outgoing Calls

_ _________________________________

Total Number o f Outgoing Calls

Total o f all Busy Times

_ _____________________

Time Interval

× ( 100 )

Total Maintenance Busy Time × 100

% TIME MAINT =

_ _____________________________________

Time Interval × Number o f Trunks in Group

where

■ Total Maintenance Busy Time is the sum of Maintenance Busy Time (in

minutes) for all trunks (individually) in this trunk group during this interval

■ Time Interval is expressed in minutes (for example,

interval,

if using a one-hour interval, and

NOTE:

For reporting p urp oses, call data is stored during the time interval (hour or half-hour) that the trunk goes idle, not when the station releases. Also, changing the number of trunks in a trunk group can cause unexpected results for that interval.

Displaying the BCMS Trunk Group Summary Report

BCMS allows you to collect data in either hourly/half-hourly intervals or daily intervals an d display the report on your terminal.

if using a half-hour

1440

if using a daily summar y)

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BCMS Report Generati on

Displaying an Hourly/Half-Hourly Interval Report

To display this report, perform the following steps:

1. Enter list bcms summary trunk ## time xx:xx xx:xx (where ## is a valid BCMS measured trunk group). If the trunk group is only one digit (for example, trunk 5), just enter the single digit. The firs t s pecified time is referred to as the start time, while the second time is referred to as the stop time. Time must be disp l ayed in 24-hour format; however, the hours may be indicated as either a 1- or 2-digit number. Minutes are always expressed as two digits. If no start time is given then the last interval of data will be used to calculate the one-line display for each trunk group.

NOTE:

Whether the system collects the data in hourly or half- hourly intervals depends on t h e M e asurement Interval setting in the Feature-Related System Parameters screen.

2. Press

RETURN.

— The BCMS Trunk Group Summary Report appears on your screen.

3. If the report consists of more than one page, press the display subsequent pages and the pages.

Displaying a Daily Report

To display this report, perform the following steps:

1. Enter list bcms summary trunk ## day xx/xx xx/xx (where ## is a valid BCMS measured trunk group). If the trunk group is only one digit (for example, trunk 5), just enter the single digit. Th e fi r s t specified day is referred to as the start day, whi l e the second day is referred to as the stop day. If no start day is given then the last day of data will be used to calculate the one-line di splay for each trunk g roup.

2. Press

3. If the report consists of more than one page, press the

RETURN.

— The BCMS Trunk Group Summary Report appears on your screen.

display subsequent pages and the pages.

NEXTPAGE key to

PREVPAGE key to display previous

NEXTPAGE key to

PREVPAGE key to display previous

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BCMS Trunk Group Summary Report

Printing the BCMS Trunk Group Summary Report

Printing an Hourly/Half-Hourly Interval Report

To print this report, perform the following steps:

1. Enter list bcms summary trunk ## time xx:xx xx:xx print (where ## is a valid BCMS measured trunk group). If the trunk group is only one digit (for example, trunk 5), just enter the single digit. The first specified time is referred to as the start time, while the second time is referred to as the stop time. Time must be displayed in 24-hour format; however, the hours may be indicated as either a 1- or 2-digit number. Minutes are always expressed as two digits. If no start time is given then the last interval of data will be used to calculate the one-line display for each trunk group.

NOTE:

Whether the system collects the data in hourly or half- hourly intervals depends on t h e M e asurement Interval setting in the Feature-Related System Parameters screen.

2. Press

RETURN.

— The BCMS Trunk Group Summary Report prints at the printer

attach e d to your terminal.

Printing a Daily Report

To print this report, perform the following steps:

1. Enter list bcms summary trunk ## day xx/xx xx/xx print (where ## is a valid BCMS measured trunk group). If the trunk group is only one digit (for example, trunk 5), just enter the single digit. The first specified day is referred to as the start day, while the second day is referred to as t he st op day. If no s tart day is given then the last day of data will be used to calculate the one-line display for each trunk group.

2. Press

RETURN.

— The BCMS Trunk Group Summary Report prints at the printer

attach e d to your terminal.

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4-75

AT&T Definity G3 BCMS - Operations

Specifications and Main Features

Frequently Asked Questions

User Manual

Table of Contents i

Introduction

Overview

Organization

Conventions Used in This Document

BCMS Description and Applic ations

Overview

BCMS Reports

Feature Capacity Limits (Maximums)

Hardware Configuration

BCMS Applications

Interactions With External CMS

Interactions with VuStats

System Access

Logging In and Logging Off

BCMS Login

Logging In

Logging In from a Local Terminal

Logging In from a Remote Terminal

Logging Off

How to Change the BCMS Password

BCMS Report Generation

Overview

Acceptable Service Level

Percent within Service Level

Acceptable Service Level Administration

BCMS Commands

Real-Time Reports

Online Help

Monitor Command

BCMS Split Status Report

Displaying the BCMS Split Status Report

Printing the BCMS Split Status Report

BCMS System Status Report

Displaying the BCMS System Status Report

Printing the BCMS System Status Report

BCMS VDN Status Report

Displaying the BCMS VDN Status Report

Printing the BCMS VDN Status Report

Historical Reports

List Commands

BCMS Agent Report

Displaying the BCMS Agent Report

Displaying an Hourly/Half-Hourly Interval Report

Displaying a Daily Report

Printing the BCMS Agent Report

Printing an Hourly/Half-Hourly Interval Report

Printing a Daily Report

Scheduling the BCMS Agent Report to Print

Scheduling a Daily Report to Print

BCMS Agent Summary Report

Displaying the BCMS Agent Summary Report

Displaying an Hourly/Half-Hourly Interval Report

Displaying a Daily Report

Printing the BCMS Agent Summary Report

Printing an Hourly/Half-Hourly Interval Report

Printing a Daily Report

Scheduling the BCMS Agent Summary Report to Print

Scheduling a Daily Report to Print

BCMS Split Report

Displaying the BCMS Split Report

Displaying an Hourly/Half-Hourly Interval Report

Displaying a Daily Report

Printing the BCMS Split Report

Printing an Hourly/Half-Hourly Interval Report

Printing a Daily Report

Scheduling the BCMS Split Report to Print

Scheduling a Daily Report to Print

BCMS Split Summary Report

Displaying the BCMS Split Summary Report

Displaying an Hourly/Half-Hourly Interval Report

Displaying a Daily Report

Printing the BCMS Split Summary Report

Printing an Hourly/Half-Hourly Interval Report

Printing a Daily Report

Scheduling the BCMS Split Summary Report to Print