Command
list bcms summary vdn extension [time] [start time] [stop time]
[print/schedule]
list bcms summary vdn extension [day] [start day] [stop day]
[print/schedule]
Description
This report is similar to the VDN report except that it provides one line of data for each VDN included in the report, and the one line includes all data for the specified times. If no data exists for a VDN, the VDN does not appear on the report.
Sample reports
Hourly summary report
Daily summary report
list bcms summary vdn 12345, 13443-13448 time 8:00-12:00 BCMS VECTOR DIRECTORY NUMBER SUMMARY REPORT
Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995 Time: 8:00-12:00
AVG AVG AVG CALLS % IN CALLS ACD SPEED ABAND ABAND TALK/ CONN FLOW BUSY/ SERV VDN NAME OFFERED CALLS ANSW CALLS TIME HOLD CALLS OUT DISC LEVL EXT 13443 0 0 :00 0 :00 :00 0 0 0 EXT 13444 0 0 :00 0 :00 :00 0 0 0 EXT 13445 0 0 :00 0 :00 :00 0 0 0 EXT 13446 0 0 :00 0 :00 :00 0 0 0 EXT 13447 0 0 :00 0 :00 :00 0 0 0 EXT 13448 0 0 :00 0 :00 :00 0 0 0 Ginsu Knive 79 50 :39 5 :45 2:30 0 0 24 85*
--- --- --- --- ---- --- --- --- ---- ---- ---SUMMARY 79 50 :39 5 :45 2:30 0 0 24 85
list bcms summary vdn 12345 day 5/14
BCMS VECTOR DIRECTORY NUMBER SUMMARY REPORT
Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995 Day: 5/14/95
AVG AVG AVG CALLS % IN CALLS ACD SPEED ABAND ABAND TALK/ CONN FLOW BUSY/ SERV VDN NAME OFFERED CALLS ANSW CALLS TIME HOLD CALLS OUT DISC LEVL Ginsu Knives 79 50 :39 5 :45 2:30 0 0 24 85*
-- -- -- -- - -- -- -- - - ---SUMMARY 79 50 :39 5 :45 2:30 0 0 24 85
Header definitions
VDN 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 top of the time interval (either hour or half-hour). If no start time is given, the report displays data accrued for the previous 24 time intervals. 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).
VDN NAME The name that is administered for this VDN. If no name exists, the VDN extension (for example, EXT 64532) is displayed.
CALLS OFFERED
The total number of completed calls that accessed the VDN during the current interval. This calculation is:
ACD CALLS + FLOW OUT + OTHER CALLS + ABAND CALLS
ACD CALLS The total number of calls to the VDN that ended in the specified interval and were answered by an agent as a result of a queue-to-main or check-backup split step.
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.
Total Answer Time
Total ACD Calls + Total CONNect CALLS
---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. 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.
CALLS BUSY/DISC
The total number of calls that were forced busy or forced disconnect during the current interval. This value includes:
● calls that encountered a busy or disconnect vector step
● calls disconnected by a stop vector step
● calls forwarded to a split with a full queue
● calls forwarded to a split with no available agents and no queue.
This value does not include abandoned calls.
VDN summary report (continued)
Header Definition
Total VDN Abandon Time
Total Number of Abandoned VDN Calls
---Total VDN Talk/Hold Time NUM ANS
---% IN SERV LEVL
The percentage of calls that were answered with the administered service level for this VDN. Calculate as the following:
where:
● accepted is the number of answered calls whose answer time was less than or equal to the administered service level for the VDN.
● calls offered is the total number of completed calls that accessed the VDN and completed during the current interval.
An asterisk next to a value in this field indicates that the acceptable service level changed during the time period.
Note:
Not available with Offer Category B products.
SUMMARY For those columns that specify averages, the summary is also an
average for the entire reporting interval. For the TOTAL ATTEMPTS, ACD CALLS, ABAND CALLS, FLOW OUT, and OTHER CALLS columns, the summary is the sum of individual time intervals or specified days.
VDN summary report (continued)
Header Definition
accepted * 100
calls offered
---Overview
The Report Scheduler is enabled on the System-Parameters Features screen. Only an authorized representative can access and make changes to the System-Parameters Customer-Options screen. The parameters of the system printer, which are used by the Report Scheduler feature, are administered on the Feature-Related System Parameters screen. If the parameters for the system printer are not administered, scheduled reports cannot be printed. The system administrator may access this screen by entering the change system-parameters features command. This command and the requirements for using the Feature-Related System Parameters screen to set up the Report Scheduler are covered in this chapter.