Avaya Basic Call Management System (BCMS) Manual de usuario Pagina 132
- Pagina / 160
- Tabla de contenidos
- MARCADORES
Valorado. / 5. Basado en revisión del cliente
Using reports for ACD planning
132 BCMS Operations
90 952 963 973 989 1001 1018 1029 1043 1050
100 1067 1078 1089 1106 1119 1137 1148 1162 1170
125 1354 1368 1381 1401 1415 1434 1447 1461 1470
150 1643 1659 1675 1696 1712 1733 1746 1761 1769
175 1934 1952 1969 1992 2009 2031 2045 2060 2069
200 2225 2245 2264 2289 2307 2330 2344 2360 2369
225 2518 2539 2559 2586 2605 2629 2643 2660 2669
250 2811 2834 2855 2884 2904 2928 2943 2959 2969
275 3104 3129 3152 3182 3202 3227 3242 3259 3268
300 3398 3425 3449 3480 3501 3527 3542 3559 3568
350 3987 4017 4043 4076 4098 4125 4141 4159 4168
400 4578 4610 4638 4674 4697 4724 4741 4758 4768
450 5170 5204 5234 5271 5295 5324 5340 5358 5368
500 5762 5799 5830 5869 5894 5923 5940 5958 5968
550 6355 6394 6427 6467 6492 6522 6539 6558 6568
600 6948 6990 7024 7065 7091 7122 7139 7158 7168
650 7543 7586 7621 7664 7690 7721 7739 7757 7767
700 8137 8182 8219 8262 8290 8321 8338 8357 8367
750 8732 8779 8816 8861 8889 8920 8938 8957 8967
800 9327 9376 9414 9460 9488 9520 9538 9557 9567
850 9923 9973 10012 10059 10087 10120 10138 10157 10167
900 10518 10570 10610 10658 10687 10719 10738 10757 10767
950 11114 11167 11209 11257 11286 11319 11337 11357 11367
1000 11711 11765 11807 11856 11886 11919 11937 11957 11967
300 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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