Avaya Basic Call Management System (BCMS) Manual de usuario Pagina 62
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Report reference
62 BCMS Operations
TOTAL AVAIL
TIME
The sum of the time that the agent was available to receive ACD calls
during the current interval. During this time, the agent:
● Was in Auto-In or Manual-In work mode for at least one split
● Was not in ACW in any split
● Was not on any call or placing any call (unless Multiple Call Handling
[MCH] is active)
● Did not have ringing calls
TOTAL AUX/
OTHER
The total time that each agent was unavailable to receive calls in any
split during the reporting interval.
A split totals AUX TIME whenever any agent is logged into the split and:
● Receives an EXTN call while in AUX or AVAIL state
● Makes an EXTN call while in AUX or AVAIL state
● Presses his or her AUX button
Note that if the agent was in Other for all logged-in splits, that time is
reflected here. For example, ringing calls can cause several seconds of
AUX/OTHER time to accrue.
For the agent report, any non-ACD call time is also totaled in the AVG
EXTN TIME column. Two points of contrast are:
● The measurement TOTAL AUX/OTHER is time-interval based, rather
than call-related. For example, assuming that the previously
identified stipulations are met, if the agent is in AUX from 9:55
to 10:05, 5 minutes is recorded in the 9:00 to 10:00 time interval
and 5 minutes is recorded in the 10:00 to 11:00 time interval.
● The measurement AVG EXTN TIME is call related. For example, if an
agent is on a non-ACD call from 9:55 to 10:05, the call and 10
minutes of EXTN time is recorded in the 10:00 to 11:00 time interval.
Because the agent report includes some call-related items, the sum of
all items for a given hour may not exactly equal 60 minutes.
EXTN CALLS The total number of non-ACD incoming and outgoing calls for this agent
during the reporting interval. Only those non-ACD calls that are
originated and/or received while the agent is logged into at least one
split are counted.
If an extension-in call is active for less than the time set for the Abandon
Call Timer, the call will not be counted in this field.
AVG EXTN
TIME
The average amount of time that the agent spent on non-ACD calls
while logged into at least one split during the reporting interval. This
average does not include time when the agent was holding the EXTN
call. The calculation is:
If an extension-in call is active for less than the time set for the Abandon
Call Timer, the call will not be counted and the duration of the call will be
counted as AUX/OTHER time.
Agent summary report (continued)
Header Definition
Total Ext Time
Total Number of Ext 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
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