This section includes the following topics: ● Commandon page 55
● Descriptionon page 55 ● Sample reportson page 56 ● Header definitionson page 57
Command
list bcms agent extension/loginID [time] [staffed] [start time] [stop time][print/schedule]
list bcms agent extension/loginID [day] [staffed] [start day] [stop day] [print/schedule]
Description
The BCMS agent report provides traffic information for the specified agent. Depending on specifics from the command line, the information may be displayed as either a time interval or a daily summary. If neither time nor day is specified, time is the default. In this case, the report displays data accrued for the previous 24 time intervals (hour or half-hour), including data from the most recently completed time interval. To get information on the current time interval, you must use a monitor bcms command.
When analyzing this report, keep the following in mind: ● All averages are for completed calls only.
● A completed call may span more than one time interval. ACD calls that are in process (have not terminated) are counted in the time interval in which they terminate. For example, if an ACD call begins in the 10:00 to 11:00 time interval, but terminates in the 11:00 to 12:00 time interval, the data for this call is counted in the 11:00 to 12:00 time interval.
Report reference
Sample reports
Hourly report
Daily report
list bcms agent 4222 8:00 BCMS AGENT REPORTSwitch Name: Lab Model Date: 11:05 am MON MAY 15, 1995
Agent: 4222 Agent Name: s-jones
AVG TOTAL TOTAL TOTAL AVG TOTAL TOTAL ACD TALK AFTER AVAIL AUX/ EXTN EXTN TIME HOLD
TIME CALLS TIME CALL TIME OTHER CALLS TIME STAFFED TIME
8:00- 9:00 10 1:15 7:30 25:00 10:40 1 4:00 60:00 :20
9:00-10:00 18 1:40 18:00 4:20 :00 2 3:20 60:00 1:00
10:00-11:00 10 1:20 8:20 16:10 :00 0 :00 38:00 :10
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SUMMARY 38 1:28 33:50 45:30 10:40 3 3:33 158:00 1:30
list bcms agent 4222 day 5/13
BCMS AGENT REPORT
Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995
Agent: 4222 Agent Name: s-jones
AVG TOTAL TOTAL TOTAL AVG TOTAL TOTAL ACD TALK AFTER AVAIL AUX/ EXTN EXTN TIME HOLD
DAY CALLS TIME CALL TIME OTHER CALLS TIME STAFFED TIME
5/14/95 200 1:30 100:00 35:00 80:00 10 2:00 540:00 5:00
5/13/95 38 1:28 34:12 45:30 10:40 3 3:33 158:00 1:30
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Historical reports
Header definitions
Agent report
Header Definition
Agent The extension or login ID of the agent.
Agent Name The name of the agent. If no name is administered, this field displays EXT ## where ## is the agent extension.
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 oldest time interval is the default. A stop time requires an associated start time. If no stop time is given, the last completed time interval (hour or half-hour) is the default. If no start time or stop time is given, the report displays data accrued for the previous 24 time intervals. If you specify day in the command and do not include a start day or stop day, the report displays data accrued for the previous 6 days and data accrued through the most recently completed interval (hour or half-hour) for the current day.
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
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Report reference
TOTAL AVAIL
TIME The sum of the time that the agent was available to receive ACD calls during the reporting 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 this 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
Agent report (continued)
Header Definition