Avaya Basic Call Management System (BCMS) Manual de usuario Pagina 128
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- Tabla de contenidos
- MARCADORES
Valorado. / 5. Basado en revisión del cliente
Using reports for ACD planning
128 BCMS Operations
90 1612 1635 1656 1684 1703 1728 1743 1759 1769
100 1804 1829 1852 1882 1902 1927 1942 1959 1968
125 2289 2318 2343 2377 2399 2425 2441 2459 2468
150 2776 2809 2837 2873 2896 2924 2940 2958 2968
175 3264 3301 3331 3369 3394 3423 3440 3458 3468
200 3755 3794 3826 3867 3892 3922 3939 3958 3968
225 4246 4288 4322 4365 4391 4421 4439 4458 4468
250 4738 4783 4819 4863 4890 4921 4938 4957 4967
275 5231 5278 5316 5361 5388 5420 5438 5457 5467
300 5724 5774 5813 5859 5887 5920 5938 5957 5967
350 6713 6766 6808 6857 6886 6919 6937 6957 6967
400 7703 7760 7804 7854 7885 7918 7937 7957 7967
450 8694 8754 8800 8853 8883 8918 8937 8957 8967
500 9686 9750 9797 9851 9882 9917 9936 9956 9967
550 10680 10745 10795 10850 10882 10917 10936 10956 10967
600 11673 11742 11792 11848 11881 11917 11936 11956 11967
650 12668 12738 12790 12847 12880 12916 12936 12956 12967
700 13662 13735 13788 13846 13880 13916 13936 13956 13967
750 14657 14732 14786 14845 14879 14916 14935 14956 14967
800 15653 15730 15785 15845 15879 15916 15935 15956 15967
850 16649 16727 16783 16844 16878 16915 16935 16956 16967
900 17645 17725 17782 17843 17878 17915 17935 17956 17967
950 18641 18723 18780 18842 18877 18915 18935 18956 18966
1000 19638 19721 19779 19842 19877 19915 19935 19956 19966
180 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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