Avaya Basic Call Management System (BCMS) Bedienungsanleitung PDF herunterladen (Seite 105)

Planning/engineering objectives

Issue 5.0 May 2005 105

● Place the agent into multiple splits via an administration change. You can identify those

splits that may be in need of additional agents by analyzing the individual BCMS Split

Reports.

If the AVG TALK TIME field shows high numbers, this may indicate that the agent needs

additional instruction and training.

Split report

You can use the split report (list bcms split) to identify the time of day and days of

the week when the split is most and least busy. Actions you take based on report data

depend on the business function provided by the split. (For example, consider whether the

split provides a revenue-producing function, such as sales, or a revenue-draining function,

such as warranty service.) If the split is revenue-producing, it may be desirable to identify

the time and day when peak traffic occurs and provide enough trunks and agents to keep

the number of blocked calls low and the service level high. On the converse, this report will

also assist you to determine low-traffic periods when you can reduce the number of agents

in a split.

VDN report

You can use the VDN report (list bcms vdn) to determine if your calls are being

handled in a timely manner. For example, the AVG ABAND TIME indicates how long

callers will wait for an agent before hanging up. If the AVG ABAND TIME is less than the

AVG SPEED ANS, you may assume that callers are not being serviced fast enough by an

agent. As a result, this VDN may need more staffing.

If the percentage in service level (% IN SERV LEVL) is not high enough, you may need

more agents, or it may be appropriate to provide “backup” splits when the primary split is

under heavy load.

The FLOW OUT and CALLS BUSY/DISC values help you determine the performance of

your vectors. A high FLOW OUT value indicates that the VDN cannot handle the calls within

an acceptable period of time. A high CALLS BUSY/DISC value may indicate that your

vectors are written incorrectly.

You should use the Agent engineering/optimizing guidelines

on page 107 to determine the

correct number of agents for each ACD split.

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Avaya Basic Call Management System (BCMS) Bedienungsanleitung Seite 105