Conclusiones

VDN status report

This section includes the following topics: ● Commandon page 51

AVG TALK

TIME The average duration of ACD calls for each split. This calculation includes the time each agent spent talking but 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:

AVG AFTER

CALL The average ACW time for call-related ACW time completed by agents in this split during this time interval. Call-related ACW is the time that occurs immediately after an ACD call (that is, when an agent was in Manual mode and an ACD call ended, or when the agent presses the ACW button during an ACD call). AVG AFTER CALL does not include time spent on direct incoming or outgoing calls while in ACW or time that immediately follows an EXTN call. The calculation is:

The average is for ACW sessions, which may not correspond to the number of ACD calls, either because some ACD calls did not have ACW time or because the call was recorded in another interval.

% IN SERV

LEVL The percentage of calls answered within the administered service level for this split. Calculation is based on the following

where:

● accepted is calls answered whose queue time was less than or equal to the administered service level for the split.

● dequeued is a call that encountered the split queue, but which was

not answered, abandoned, or outflowed. This occurs with multiple

split queuing.

System status report (continued)

Header Definition

Total ACD Talk Time

Total Number of ACD Calls Answered

---

Total Call-Related ACW Time

Number of Call-Related ACW Sessions

---

accepted * 100

ACDcalls + abandons + outflows + dequeued

---

Real-time reports

● Sample reporton page 51 ● Header definitionson page 51

Command

monitor bcms vdn extension [print]

Description

The VDN status report gives real-time status information for internally measured VDNs. You must specify the extensions of the VDNs you want the system to monitor. You can specify the extensions in a list or in a range format.

For example, monitor bcms vdn 123456 123467 123530-123539.

Sample report

Header definitions

monitor bcms vdn 12345-12349 BCMS VECTOR DIRECTORY NUMBER STATUS

Date: 15:30 Mon May 15, 1995

AVG AVG AVG CALLS % IN

CALLS OLDEST ACD SPEED ABAND ABAND TALK/ CONN FLOW BUSY/ SERV

VDN NAME WAIT CALL CALLS ANS CALLS TIME HOLD CALLS OUT DISC LEVL

knives 5 :25 50 :39 5 :45 2:30 0 0 24 91

EXT 12346* 0 :00 0 :00 0 :00 :00 0 0 0 0

VDN status report

Header Definition

Date The current date and time (updated every 30 seconds or when Update is pressed).

VDN NAME The name of the VDN being reported. If the VDN does not have a name administered, this field displays EXT ## where ## is the VDN extension. CALLS WAIT The number of calls that encountered this VDN and have not been

answered, abandoned, outflowed, or forced busy/disc. Includes calls in queues, in vector processing, and ringing at an agent telephone.

Report reference

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