Avaya Basic Call Management System (BCMS) Manual de usuario Pagina 52
- Pagina / 160
- Tabla de contenidos
- MARCADORES
Valorado. / 5. Basado en revisión del cliente
Report reference
52 BCMS Operations
OLDEST
CALL
The time the oldest call currently waiting has waited in the VDN. Timing
starts when the call enters the VDN.
ACD CALLS The number of completed ACD calls answered in a BCMS-measured
split. The split may have been reached via the queue-to-main, check
backup, route-to, messaging split, or adjunct routing commands.
Includes Direct Agent calls (EAS only).
AVG SPEED
ANS
The average speed of answer for ACD and connect calls (see CONN
CALLS below) that have completed for this VDN during the current
period. This includes the time in vector processing, in a split queue, and
time ringing. The calculation is:
Answer time for a call is recorded when the call ends. For example, if a
call originates in interval x, is answered in interval y, and ends in interval
z, the associated answer and talk times are recorded in interval z.
ABAND
CALLS
The number of calls to this VDN that have abandoned before being
answered during the current period. This includes VDN calls that were
routed to an attendant, telephone, or announcement, and abandoned
before being answered.
AVG ABAND
TIME
The average time abandoned calls waited before abandoning during the
current period. The calculation is:
AVG TALK/
HOLD
The average talk time for ACD calls completed by this VDN during the
current period. This does not include ring time, but it does include any
time the caller spent on hold. Split talk time appears less than the VDN
talk time in the reports. This is because AVG TALK/HOLD time by VDN
includes the time spent on hold while the split/agent AVG TALK does not.
Also, VDN talk time does not include talk time for a call that becomes
part of a conference while split/agent talk time does. This situation will
show a greater talk time for the split.
The calculation is:
CONN CALLS The number of completed calls that were routed to a telephone,
attendant, announcement, messaging split, or call pickup and were
answered there.
FLOW OUT The number of calls that were routed to another VDN or to a trunk,
including successful look-ahead attempts.
VDN status report (continued)
Header Definition
Total Answer Time
Total ACD Calls + Total CONNect CALLS
--------------------------------------------------------------------------------------------------------------
Total Abandon Time
Total Calls Abandoned
------------------------------------------------------------
Total Talk Time
ACD Calls
-----------------------------------------
- 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
Relacionado con productos y manuales para Software Avaya Basic Call Management System (BCMS)
Software Avaya R4.3 Manual de usuario
(368 paginas)
(368 paginas)
Software Avaya Read Me First: Router Software 11.02 and Site Manager 5.02 Manual de usuario
(10 paginas)
(10 paginas)
Software Avaya Attendant Console Guía de usuario
(96 paginas)
(96 paginas)
Software Avaya B5800 Manual de usuario
(70 paginas)
(70 paginas)
Software Avaya BCM 5.0 - Contact Center - Intelligent Contact Center Manual de usuario
(258 paginas)
(258 paginas)
Software Avaya BCM-IVR 2.1 Guía de usuario
(103 paginas)
(103 paginas)
Software Avaya Bay Command Console Manual de usuario
(130 paginas)
(130 paginas)
© 2020, manymanuals.es. Todos los derechos reservados | 0.119 s |
Manymanuals.com
Manymanuals.de
Manymanuals.fr
Manymanuals.it
Manymanuals.pl
Manymanuals.cz
Manymanuals.es
Manymanuals-pt.com
Comentarios a estos manuales