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Historical reports
Issue 5.0 May 2005 89
AVG SPEED
ANSW
The average speed of answer for answered ACD and CONNect calls that
have ended for this VDN during the current period. This includes time in
vector processing, time in a split queue, and time ringing. This calculation
is:
A completed call can span more than one time period. ACD calls that are
in process (have not terminated) are counted in the time period in which
they terminate. For example, if an ACD call begins in the 10:00 to 11:00
time period, but terminates in the 11:00 to 12:00 time period, the data for
this call is counted in the 11:00 to 12:00 time period.
ABAND
CALLS
The total number of calls that have abandoned from the VDN before
being answered or outflowed to another position during the current
interval. This value includes calls that abandoned while in vector
processing or while ringing an agent. Calls that abandoned immediately
after the agent answered are recorded as ACD CALLS.
AVG ABAND
TIME
The average time calls spent waiting in this VDN before being abandoned
by the caller during the current interval. The calculation is:
AVG TALK/
HOLD
The average duration of calls (from answer to disconnect) for this VDN
during the current interval. This includes time spent talking and on hold.
The calculation does not include ring time at an agent telephone. 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 total number of completed calls that were routed to another VDN or
to a trunk.
FLOW OUT does not include calls that encounter a goto vector command
or calls that forward to another extension (which are tracked as CONN
CALLS).
Once a call outflows, the system does not take further measurements on
the call for this VDN. As a result, if an outflowed call later abandons, it is
not recorded in ABAND CALLS for this VDN.
VDN summary report (continued)
Header Definition
Total Answer Time
Total ACD Calls + Total CONNect CALLS
--------------------------------------------------------------------------------------------------------------
Total VDN Abandon Time
Total Number of Abandoned VDN Calls
--------------------------------------------------------------------------------------------------------
Total VDN Talk/Hold Time
NUM ANS
---------------------------------------------------------------------
- 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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