Avaya Basic Call Management System (BCMS) Bedienungsanleitung Seite 138
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Using reports for ACD planning
138 BCMS Operations
80 52.68 54.07 56.07 57.75 59.60 62.35 64.71 67.31 71.08
90 60.92 62.42 64.60 66.42 68.42 71.40 73.94 76.74 80.76
100 69.26 70.87 73.21 75.17 77.31 80.51 83.22 86.21 90.48
125 90.47 92.35 95.07 97.33 99.82 103.5 106.6 110.1 114.9
150 112.1 114.2 117.3 119.8 122.6 126.8 130.3 134.1 139.4
175 134.0 136.3 139.7 142.5 145.6 150.2 154.0 158.2 163.9
200 156.2 158.7 162.4 165.5 168.8 173.8 177.9 182.4 188.6
225 178.5 181.3 185.2 188.5 192.1 197.5 201.9 206.7 213.3
250 201.0 203.9 208.2 211.7 215.6 221.3 226.0 231.1 238.0
275 223.7 226.8 231.3 235.0 239.1 245.1 250.2 255.5 262.7
300 246.4 249.7 254.4 258.4 262.7 269.1 274.4 280.0 287.5
400 338.4 342.3 347.9 352.6 357.8 365.3 371.6 378.2 386.7
500 431.4 435.9 442.3 447.7 453.6 462.2 469.3 476.7 486.2
600 525.1 530.1 537.3 543.4 549.9 559.5 567.3 575.5 585.7
700 619.4 624.9 632.8 639.4 646.6 657.1 665.6 674.5 685.4
800 714.2 720.1 728.7 735.8 743.6 754.9 764.1 773.5 785.1
900 809.3 815.7 824.9 832.5 840.8 852.9 862.7 872.7 884.8
1000 904.7 911.5 921.3 929.4 938.2 951.1 961.5 972.0 984.6
1100 1000 1008 1018 1026 1036 1049 1060 1071 1084
1200 1096 1104 1115 1124 1134 1148 1159 1171 1184
1300 1192 1200 1212 1221 1231 1246 1258 1270 1284
1400 1289 1297 1309 1319 1329 1345 1357 1370 1384
1500 1385 1394 1406 1416 1427 1444 1456 1469 1484
1600 1482 1490 1503 1514 1526 1542 1556 1569 1584
1700 1578 1587 1601 1612 1624 1641 1655 1668 1684
ACD trunk engineering table (continued)
Number
of
trunks
Blocking probability
0.01% 0.02% 0.05% 0.10% 0.20% 0.50% 1.00% 2.00% 5.00%
- Avaya Communication Manager 1
- Call Center Software 1
- Contents 3
- 6 BCMS Operations 6
- Issue 5.0 May 2005 7 7
- Intended users 8
- Overview 8
- Conventions and terminology 9
- Reasons for reissue 9
- Related documentation 10
- Administration documents 11
- Hardware documents 11
- Call Center documents 11
- Avaya CMS upgrade documents 12
- Documentation Web sites 13
- 14 BCMS Operations 14
- BCMS description 15
- 16 BCMS Operations 16
- Printing and storing reports 17
- Acceptable Service Level 18
- System capacities 19
- Interactions 20
- System access 21
- BCMS login ID 22
- Logging in 22
- Logging off 23
- 24 BCMS Operations 24
- Generating reports 25
- Displaying real-time reports 26
- Printing real-time reports 26
- Issue 5.0 May 2005 27 27
- 28 BCMS Operations 28
- Displaying historical reports 29
- 30 BCMS Operations 30
- Issue 5.0 May 2005 31 31
- Printing historical reports 32
- Issue 5.0 May 2005 33 33
- 34 BCMS Operations 34
- Scheduling historical reports 35
- 36 BCMS Operations 36
- Issue 5.0 May 2005 37 37
- 38 BCMS Operations 38
- Issue 5.0 May 2005 39 39
- 40 BCMS Operations 40
- Report reference 41
- 42 BCMS Operations 42
- Real-time reports 43
- Sample report 44
- Header definitions 44
- Issue 5.0 May 2005 45 45
- 46 BCMS Operations 46
- Issue 5.0 May 2005 49 49
- Description 51
- 52 BCMS Operations 52
- Issue 5.0 May 2005 53 53
- Historical reports 54
- Sample reports 56
- Total Ext Time 58
- Total Number of Ext Calls 58
- Agent summary report 59
- 66 BCMS Operations 66
- Issue 5.0 May 2005 67 67
- Split summary report 68
- 72 BCMS Operations 72
- Total Staff Time 73
- Time Interval 73
- Issue 5.0 May 2005 77 77
- Trunk group summary report 78
- Issue 5.0 May 2005 81 81
- Header definition 84
- Issue 5.0 May 2005 85 85
- VDN summary report 86
- Issue 5.0 May 2005 89 89
- 90 BCMS Operations 90
- System printer 91
- System printer administration 92
- Issue 5.0 May 2005 93 93
- Report Scheduler 94
- Issue 5.0 May 2005 95 95
- 96 BCMS Operations 96
- Listing scheduled reports 97
- Changing scheduled reports 98
- Issue 5.0 May 2005 99 99
- Removing scheduled reports 100
- Issue 5.0 May 2005 101 101
- System status report 102
- Split status report 103
- VDN status report 103
- Agent report 104
- Trunk group report 104
- Split report 105
- VDN report 105
- About interpolation 106
- Issue 5.0 May 2005 107 107
- Agent engineering examples 108
- Example 2 109
- Example 3 110
- Issue 5.0 May 2005 111 111
- 112 BCMS Operations 112
- Issue 5.0 May 2005 113 113
- 114 BCMS Operations 114
- Issue 5.0 May 2005 115 115
- 116 BCMS Operations 116
- Issue 5.0 May 2005 117 117
- 118 BCMS Operations 118
- Issue 5.0 May 2005 119 119
- 120 BCMS Operations 120
- Issue 5.0 May 2005 121 121
- 122 BCMS Operations 122
- Issue 5.0 May 2005 123 123
- 124 BCMS Operations 124
- Issue 5.0 May 2005 125 125
- 126 BCMS Operations 126
- Issue 5.0 May 2005 127 127
- 128 BCMS Operations 128
- Issue 5.0 May 2005 129 129
- 130 BCMS Operations 130
- Issue 5.0 May 2005 131 131
- 132 BCMS Operations 132
- Issue 5.0 May 2005 133 133
- 134 BCMS Operations 134
- Trunk Engineering Guidelines 135
- 136 BCMS Operations 136
- Issue 5.0 May 2005 137 137
- 138 BCMS Operations 138
- Summary of differences 139
- 140 BCMS Operations 140
- Issue 5.0 May 2005 141 141
- 142 BCMS Operations 142
- Issue 5.0 May 2005 143 143
- 144 BCMS Operations 144
- Issue 5.0 May 2005 145 145
- 146 BCMS Operations 146
- Issue 5.0 May 2005 147 147
- 148 BCMS Operations 148
- Issue 5.0 May 2005 149 149
- 150 BCMS Operations 150
- Glossary 151
- Auto-In Work mode 152
- 152 BCMS Operations 152
- Issue 5.0 May 2005 153 153
- 154 BCMS Operations 154
- Issue 5.0 May 2005 155 155
- 156 BCMS Operations 156
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