DIBUJO DESCRIPTIVO Y RESUMEN DE ALTERNATIVAS

This section includes the following topics:

● Commandon page 59

● Descriptionon page 59

● Sample reportson page 60

● Header definitionson page 61

Command

list bcms summary agent extension|loginID [time] [staffed]

[start time] [stop time][print/schedule]

list bcms summary agent extension|loginID [day] [staffed]

[start day] [stop day] [print/schedule]

Description

This report is similar to the BCMS agent report except that this report provides one line of data for each agent. You can specify one or more agents by entering agent IDs or

extensions. Data for an agent does not appear on the report if there is no data for that agent. If you specify that you want the report to include more than one time period, and the data exists for one or more, but not all of the specified times, the system uses the available data to calculate and display the one-line summary; the system does not identify which times are not included in the calculations.

TOTAL TIME

STAFFED The total time that the agent spent logged into at least one split during the reporting interval. Staff time is clocked for an agent who is in multiple splits as long as the agent is logged into any split. Concurrent times for each split are not totaled.

TOTAL

HOLD TIME The total time that the agent placed ACD calls on hold. This time is the caller hold time and is independent of the state of the agent. TOTAL HOLD TIME does not include the hold time for non-ACD calls.

SUMMARY The total of each of the columns that do not contain averages. Columns that do contain averages are the total time divided by the total number of calls.

Agent report (continued)

Header Definition

Report reference

Sample reports

Hourly summary

Daily summary

list bcms summary agent 4222-4224 4869 time 8:00-12:00 BCMS AGENT SUMMARY REPORT

Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995

Time: 8:00-12:00

AVG TOTAL TOTAL TOTAL AVG TOTAL TOTAL

ACD TALK AFTER AVAIL AUX/ EXTN EXTN TIME HOLD AGENT NAME CALLS TIME CALL TIME OTHER CALLS TIME STAFFED TIME s-jones 10 1:15 7:30 25:00 10:40 1 4:00 60:00 :20 t-anderson 18 1:40 18:00 4:20 :00 2 3:20 60:00 1:00 j-jacobsen 10 1:20 8:20 16:10 :00 0 :0 38:00 :10 --- --- - - - --- --- -- ---SUMMARY 38 1:28 33:50 45:30 10:40 3 3:33 158:00 1:30

list bcms sum agent 4222-4223 4869 day 5/14

BCMS AGENT SUMMARY REPORT

Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995 Day: 5/14

AVG TOTAL TOTAL TOTAL AVG TOTAL TOTAL ACD TALK AFTER AVAIL AUX/ EXTN EXTN TIME HOLD AGENT NAME CALLS TIME CALL TIME OTHER CALLS TIME STAFFED TIME s-jones 10 1:15 7:30 25:00 10:40 1 4:00 60:00 :20 t-anderson 18 1:40 18:00 4:20 :00 2 3:20 60:00 1:00 j-jacobsen 10 1:20 8:20 16:10 :00 0 :0 38:00 :10 --- --- - - - --- --- -- ---SUMMARY 38 1:28 33:50 45:30 10:40 3 3:33 158:00 1:30

Historical reports

Header definitions

Agent summary report

Header Definition

Time/Day The time or day interval specified in the command line.

Time is always expressed in 24-hour format. Start and stop times are optional. Reports always start at the earliest time interval (either hour or half-hour). If no start time is given, the most recent time interval is the default. A stop time requires an associated start time. If no stop time is given, only the start interval/day is used. If no start time or stop time is given, the most current interval/day is used. If you specify day in the command and do not include a start day or stop day, the report displays data for the current day accrued through the most recently completed interval (hour or half-hour).

AGENT

NAME The name of the agent. If no name is administered, this field displays EXT ## where ## is the agent extension.

ACD CALLS The number of ACD calls answered by this agent for all splits during the reporting interval. This value includes calls that flowed in from other splits and Direct Agent calls.

AVG TALK

TIME The average duration of ACD calls for all splits the agent was logged into. This value includes time spent talking but does not include the amount of time the agent was holding an ACD call or ring time at the 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:

TOTAL

AFTER CALL The total amount of time that the agent spent in call-related or non-call-related ACW work states for all splits during the reporting interval. This includes time agents spent on extension-in and

extension-out calls while in the ACW work mode. If an agent entered ACW in one interval, but ended ACW in another interval, the appropriate amount of ACW time is credited to each of the intervals.

Total ACD Talk Time

Total Number of ACD Calls Answered

---Report reference

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.

---Historical reports