Avaya Basic Call Management System (BCMS) Manual de usuario descargar pdf (Pagina 104)

Using reports for ACD planning

104 BCMS Operations

● The average length of time a call waited before abandoning during the current period

● The average length of talk time for calls to the VDN completed during the current period

● The percent of calls being answered in the VDN within the acceptable service level

during the current period

Trunk group report

You can use the trunk group report (list bcms trunk) to determine:

● The number of incoming and outgoing calls.

● The average amount of time for incoming calls.

● The average amount of time for outgoing calls.

● The number of incoming calls that abandoned. This may be an indication that there are

not enough staffed agent positions rather than not enough trunks.

● The number of outgoing calls that were placed over this trunk group and answered

during the specified reporting period.

● The CCS traffic load for incoming calls.

● The CCS traffic load for outgoing calls.

● The percent of time that one or more trunks were busied-out for maintenance.

● The percent of time that all trunks within this group were busy. This field should serve as

an indication of whether additional trunks are needed.

If the designated trunk group serves a split that provides a revenue-producing function, it

will generally be desirable for the trunk group to contain enough trunks to accommodate

the peak level of traffic. After identifying when peak traffic occurs, schedule a trunk report

for that time of day. The information from this report and other reports may be used with the

Trunk Engineering Guidelines

on page 135 to determine the correct number of trunks for

the trunk group.

Agent report

You can use the agent report (list bcms agent) to determine exactly how the specified

agent uses his or her time. Subsequently, and depending on the specifics of the data, you

may find that certain changes are in order. For example, if the TOTAL AVAIL TIME field

shows a high number, you may find it desirable to:

● Change the work schedule for the agent.

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Avaya Basic Call Management System (BCMS) Manual de usuario Pagina 104