Avaya Basic Call Management System (BCMS) Manual de usuario descargar pdf (Pagina 16)

BCMS description

16 BCMS Operations

Reports

The BCMS feature provides the following reports:

● Real-time reports that present data on:

- All splits, on a system basis, that are administered for internal measurement or for

both internal and external measurement

- Individual splits and the agents staffing them that have been administered for

internal measurement or for both internal and external measurement

- VDNs that are administered for internal measurement or for both internal and

external measurement.

● Historical reports that present historical information and can be printed immediately or

scheduled for subsequent printing. These reports present data on:

- Individual agents or a group of agents, based on the time of day

- Individual agents or a group of agents, based on the day of the week

- Individual splits or a group of splits, based on the time of day

- Individual splits or a group of splits, based on the day of the week

- Individual trunk groups or a group of trunk groups, based on the time of day

- Individual trunk groups or a group of trunk groups, based on the day of the week

- Individual Vector Directory Numbers (VDNs) based on the time of day

- Individual VDNs based on the day of the week

Note:

Note: Agents can be measured by their physical extension (that is, the extension

number they use), or by their Login IDs when either EAS or BCMS/VuStats

Report reference

on page 41 describes each BCMS report in detail while Using reports for

ACD planning on page 101 describes how to plan and maintain an ACD based on the

information provided by these reports.

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Avaya Basic Call Management System (BCMS) Manual de usuario Pagina 16