monitor bcms split 30 Page 1 of 1
BCMS SPLIT (AGENT) STATUS
Split: 30 Date: 14:25 FRI OCT 26 2001
Split Name: HNT-61
Calls Waiting: 5 Acceptable Service Level: 20
Oldest Call: 1:39 % Within Service Level:
Staffed: 7 Avail: 1 ACD: 1 ACW: 2 AUX: 2 Extn Calls: 2 Other: 1 ACD EXT IN EXT OUT AGENT NAME LOGIN ID EXT STATE TIME CALLS CALLS CALLS
Agent 1 32191 12345 Avail 12:00 0 0 0
Agent 2 32192 12346 ACD 12:04 1 0 0
Agent 3 32193 12347 ACW 12:12 3 0 0
Agent 4 32194 12348 AUX 11:30 0 0 0
Agent 5 32195 12349 Ext In 12:08 1 2 0
Agent 6 32196 12350 Ext Out 12:10 0 0 1
Agent 7 32197 12351 Other 11:58 0 0 0
$ 32198 12352 INIT 00:00 0 0 0
Split status report
Header Definition
Split The split number specified with the command line.
Split Name The administered name of the split. This name usually describes the purpose or service of the split (for example, sales, service, or help line). If no name exists, BCMS displays the split extension (for example,
EXT 65222).
The split name is limited to a maximum of 11 characters. If you enter more than 11 characters, the additional characters are not printed on the system printer.
Calls Waiting The number of calls currently queued and calls ringing at an agent telephone. If any of the calls in the queue are Direct Agent calls, an asterisk displays before the value in this field.
Real-time reports
Oldest Call The number of minutes and seconds that the oldest call in queue has been waiting to be answered. This includes calls ringing at an agent telephone.
Acceptable
Service Level The desired time for an agent to answer a call for a given hunt group or VDN. Timing for a call begins when the call enters the hunt group queue.
% Within
Service Level The percentage of calls answered within the administered service level.
This field is blank if no calls have been recorded for this time interval or if there is no Acceptable Service Level administered on the Hunt Group screen.
Staffed The number of agents currently logged into the split. Staffed equals available agents, agents on ACD calls and agents in ACW, AUX, and Other.
Avail The number of agents in this split currently available to receive an ACD call. In order to be counted as being available, agents must be in either Auto-In (AI) or Manual-In (MI) work mode. If the agent is on another split call or is performing After Call Work for another split, the agent is not considered available and is not recorded here. If a call is ringing at the agent telephone or a call is on hold, the agent is not considered available unless Multiple Call Handling is active and the agent selects AI/MI with a call on hold.
ACD The number of agents who are currently on an ACD call for this split. This value also includes Direct Agent calls and those agents who are currently on ACD calls that flowed in from another split.
ACW The number of agents in this split who are currently in ACW mode for this split. If an agent is in ACW mode for another split, the agent is included in the Other state count for this split. ACW includes agents who are on extension-in and extension-out calls while in ACW.
AUX The number of agents in this split who are currently in the AUX work mode for this split. If an agent is answering a call from another split or is in ACW work mode for another split, that agent is not considered in AUX work mode for this split and is not included in this number. The agent is included in the Other state count. AUX includes agents who are on extension-in and extension-out calls while in AUX, Auto-In, and Manual-In.
Extn Calls The number of agents in this split who are currently on non-ACD calls.
These non-ACD calls may be either incoming (direct to the extension) or outgoing (direct from the extension). Those agents receiving or making extension calls while available, or while in the ACW or AUX work modes are recorded as being on extension calls.
Split status report (continued)
Header Definition
Report reference
Other The number of agents in this split who:
● Are on a call from another split
● Are in ACW work mode for another split
● Have placed a call on HOLD and made no other state selections
● Have a call ringing at their telephones
● Are dialing a number (to place a call or activate a feature) All of the agents in the Other state are unavailable for ACD calls.
AGENT
NAME The name of the agent. Generally, this is the first or last name of the agent. However, if no name is administered on the telephone display, this field is left blank. When the field is blank, the data can be identified by the extension.
LOGIN ID The BCMS login IDs (taken from the BCMS/VuStats Login ID screen or EAS Login screen) for which you requested the report. This column is empty if BCMS login IDs are not optioned.
EXT The extension number for the agent.
STATE The current work state for the agent. Possible work states are Avail, ACD, ACW, AUX, Extn, and Other. Unstaffed agents do not display on the report. When the system time is changed, agents are in the INIT state. Each agent remains in the INIT state until that agent takes a call or pushes a work mode button.
TIME The 24-hour clock time at which the agent entered this work state.
ACD CALLS The number of ACD calls that the agent has completed since the
beginning of the current interval. This value includes any calls that flowed in from other splits. (Calls in process are not counted until they are completed.)
EXT IN
CALLS The number of non-ACD calls that the agent has received (incoming) since the beginning of the current interval. (Calls in process are not counted until they are completed.) The maximum value is 255.
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. The duration of such calls is counted as AUX/OTHER time.
EXT OUT
CALLS The number of non-ACD calls that the agent has made (outgoing) since the beginning of the current interval. (Calls in process are not counted until they are completed.) The maximum value is 255.
Split status report (continued)
Header Definition
Real-time reports