Avaya Basic Call Management System (BCMS) Manual de usuario Pagina 5
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Valorado. / 5. Basado en revisión del cliente
Contents
Issue 5.0 May 2005 5
Header definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Trunk group report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Sample reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Header definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Trunk group summary report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Sample reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Header definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
VDN report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Sample reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Header definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
VDN summary report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Sample reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Header definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
System printer and Report Scheduler . . . . . . . . . . . . . . . . . . . . . . . . . . 91
System printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
System printer administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
System printer data link operation and maintenance . . . . . . . . . . . . . . . . . . 93
Report Scheduler. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Print intervals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Adding a report to Report Scheduler . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Printing reports on the system printer. . . . . . . . . . . . . . . . . . . . . . . . . . 96
Listing scheduled reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Changing scheduled reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Removing scheduled reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Using reports for ACD planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Planning/engineering objectives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
System status report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Split status report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
VDN status report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Trunk group report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Agent report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Split report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
VDN report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Engineering ACD applications with report data . . . . . . . . . . . . . . . . . . . . . . 106
About interpolation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Agent engineering/optimizing guidelines . . . . . . . . . . . . . . . . . . . . . . . . 107
Agent engineering examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Average service time engineering tables . . . . . . . . . . . . . . . . . . . . . . . . 112
- 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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