Avaya Basic Call Management System (BCMS) Manual de usuario Pagina 114
- Pagina / 160
- Tabla de contenidos
- MARCADORES
Valorado. / 5. Basado en revisión del cliente
Using reports for ACD planning
114 BCMS Operations
80 40451 40624 40782 40875 40963 41007 41052 41074 41097
90 45591 45765 45924 46018 46105 46150 46195 46217 46240
100 50731 50906 51066 51160 51248 51292 51337 51360 51383
125 63582 63760 63922 64016 64105 64149 64194 64217 64240
150 76435 76615 76778 76873 76961 77006 77051 77074 77097
175 89289 89471 89634 89730 89818 89863 89909 89931 89954
200 102144 102326 102491 102586 102675 102720 102766 102788 102811
225 114999 115182 115347 115443 115532 115577 115623 115646 115668
250 127854 128038 128204 128300 128389 128435 128480 128503 128526
275 140710 140895 141061 141157 141246 141292 141337 141360 141383
300 153565 153751 153917 154014 154104 154149 154194 154217 154240
350 179277 179464 179631 179728 179818 179863 179908 179931 179954
400 204990 205177 205345 205442 205532 205577 205623 205645 205668
450 230702 230891 231059 231156 231246 231291 231337 231360 231383
500 256415 256604 256773 256870 256960 257006 257051 257074 257097
550 282128 282318 282487 282584 282674 282720 282765 282788 282811
600 307842 308032 308201 308298 308389 308434 308480 308503 308525
650 333555 333745 333915 334013 334103 334148 334194 334217 334240
700 359268 359459 359629 359727 359817 359863 359908 359931 359954
750 384982 385173 385343 385441 385531 385577 385623 385645 385668
800 410696 410887 411057 411155 411246 411291 411337 411360 411383
850 436409 436601 436771 436869 436960 437005 437051 437074 437097
900 462123 462315 462485 462583 462674 462720 462765 462788 462811
950 487837 488029 488199 488298 488388 488434 488480 488503 488525
1000 513551 513743 513914 514012 514103 514148 514194 514217 514240
7 seconds average service time (continued)
Number
of
agents
Average speed of answer
11 15 22 30 45 60 90 120 180
- 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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