Avaya Basic Call Management System (BCMS) Bedienungsanleitung Seite 45
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Real-time reports
Issue 5.0 May 2005 45
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
telephone.
Acceptable
Service Level
The desired time for an agent to answer a call 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 the administered service level.
This field is blank if no calls have been recorded for this time interval or if
there is no Acceptable Service Level administered on the Hunt Group
screen.
Staffed The number of agents currently logged into the split. Staffed equals
available agents, agents on ACD calls and agents in ACW, AUX, and
Other.
Avail The number of agents in this split currently available to receive an ACD
call. In order to be counted as being available, agents must be in either
Auto-In (AI) or Manual-In (MI) work mode. If the agent is on another split
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 telephone 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 The number 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. If an agent is in ACW mode for another split, the agent is included in
the Other state count for this split. ACW includes agents who are on
extension-in and extension-out calls while in ACW.
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 the Other state count. AUX includes agents who are on
extension-in and extension-out calls while in AUX, Auto-In, and
Manual-In.
Extn Calls 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 available, or while in the ACW or AUX work modes
are recorded as being on extension calls.
Split status report (continued)
Header Definition
- 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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