Avaya Basic Call Management System (BCMS) Manual de usuario descargar pdf (Pagina 18)

BCMS description

18 BCMS Operations

Acceptable Service Level

Before using BCMS, you should understand the concept of Acceptable Service Level and

set the acceptable service level field on various screens.

Acceptable Service Level is the desired time for an agent to answer a call for a given VDN

or hunt group. Timing for a call begins when the call encounters a VDN or enters a hunt

group queue. If the number of seconds to answer the call is equal to or less than the

administered acceptable service level for the VDN or hunt group, the call is recorded as

acceptable.

This section includes the following topics:

● Percent within service level on page 18

● Acceptable Service Level administration on page 19

Percent within service level

A service level can be administered for each hunt group or VDN if the BCMS/VuStats

Service Level customer option has been enabled and if the hunt group or VDN is

measured by BCMS.

To calculate the percentage of calls within the acceptable service level, BCMS divides the

number of acceptable calls by the calls offered.

For hunt groups, BCMS calculates the Percent Within Service Level as follows:

where:

● accepted - Is the number of calls answered for which the queue time was less than or

equal to the administered service level for the split.

● dequeued - Is the number of calls that encountered the split queue, but were NOT

answered, abandoned, or outflowed. This occurs with multiple split queuing.

For VDNs, BCMS calculates the Percent Within Service Level as follows:

where:

● accepted - Is the number of answered calls (num ans) for which the time to answer was

less than or equal to the administered service level for the VDN. num ans here refers to

the data item on the screen.

% IN SERV LEVL

accepted * 100

ACDcalls + abandons + outflows + dequeued

------------------------------------------------------------------------------------------------------------------------=

% IN SERV LEVL

accepted * 100

calls offered

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Avaya Basic Call Management System (BCMS) Manual de usuario Pagina 18