This section includes the following topics:
● Commandon page 74
● Descriptionon page 74
● Sample reportson page 75
● Header definitionson page 76
Command
list bcms trunk (group number) [time] [start time] [stop time]
[print/schedule]
list bcms trunk (group number) [day] [start day] [stop day]
[print/schedule]
Description
The BCMS trunk group report gives statistical information for all BCMS measured trunk groups. The BCMS trunk group report may be used by the ACD administrator and/or
% IN SERV
LEVL The percentage of calls answered within the administered service level.
where:
● accepted is calls answered when the queue time for that call was less than or equal to the administered service level for the split
● dequeued is a call that encountered the split queue, but that was NOT answered, abandoned, or outflowed. This occurs with multiple split queuing.
An asterisk next to a value in this field indicates that the acceptable service level changed during the time period.
SUMMARY For those columns that specify averages, the summary is an average for the entire reporting interval. For the ACD CALLS, ABAND CALLS, TOTAL AFTER CALL, FLOW IN, FLOW OUT, AUX TIME, and TOTAL HOLD TIME columns, the summary is the sum of individual time intervals or specified days.
Split summary report (continued)
Header Definition
accepted * 100
ACDcalls + abandons + outflows + dequeued
---Historical reports
for the trunk group. 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.
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.
● Asterisks in a field indicate that the maximum for that field has been exceeded.
● A single asterisk at the end of a time or date field indicates that during the interval, trunk group administration that changed the number of trunks occurred.
Sample reports
Time interval report
list bcms trunk 1 time 8:00 11:00
BCMS TRUNK GROUP REPORT
Switch Name: Lab Model Date: 12:59 pm THU APR 20, 1995
Group: 1
Group Name: TG 1 Number of Trunks: 11
| INCOMING | OUTGOING |%ALL %TIME
TIME |CALLS ABAND TIME CCS | CALLS COMP TIME CCS|BUSY MAINT
8:00- 9:00* 23 2 2:15 31.02 1 1 1:36 .96 0 0
9:00-10:00 35 2 1:48 35.74 4 4 1:42 4.08 0 0
10:00-11:00 24 1 1:40 22.93 0 0 :00 .00 0 0
--- --- ---- --- --- --- ---- --- --- ---
---SUMMARY 82 5 1:54 29.89 5 5 1:39 2.52 0 0
Report reference
Daily report
Header definitions
list bcms trunk 1 day 4/17
BCMS TRUNK GROUP REPORT
Switch Name: Lab Model Date: 12:59 pm THU APR 20, 1995 Group: 1
Group Name: TG 1 Number of Trunks: 11
| INCOMING | OUTGOING |%ALL %TIME
DAY |CALLS ABAND TIME CCS | CALLS COMP TIME CCS|BUSY MAINT
4/17/95* 82 5 1:54 29.89 5 5 1:39 2.52 0 0
--- --- ---- --- --- --- ---- --- --- ---
SUMMARY 82 5 1:54 29.89 5 5 1:39 2.52 0 0
Trunk group report
Header Definition
Group The trunk group number specified with the command line.
Group Name The name that is administered for this trunk group. If no name is administered, this field is displayed as blank.
Number of
Trunks The number of individual trunks in the trunk group at the end of the first interval being reported.
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 six days and data accrued through the most recently completed interval (hour or half-hour).
If switch administration causes the number of trunks in a
BCMS-measured trunk group to change during a day or a time interval, an asterisk displays in the DAY/TIME field.
INCOMING
CALLS The total number of incoming calls carried by this trunk group.
Historical reports
INCOMING
ABAND The number of incoming calls that queued to ACD splits, then abandoned without being answered by a staffed agent within this split during the reporting interval. This value also includes calls with a talk time that is less than the value administered for the BCMS/VuStats Abandon Call Timer. Calls that cannot queue (for example, queue full, or calls that receive a busy signal from the Central Office because there are no available trunks) are not included in the INCOMING ABAND number.
Included are calls directly to staffed ACD agents that are unanswered.
INCOMING
TIME The average holding time for incoming calls to this trunk group during the specified reporting interval. Holding time is defined as the length of time in minutes and seconds that a facility is used during a call. The
calculation for incoming time is:
INCOMING
CCS The total holding time (usage) for incoming calls to the trunk group during the specified reporting interval. The units are expressed in hundred call seconds (CCS).
OUTGOING
CALLS The total number of outgoing calls for this trunk group during the specified reporting interval.
OUTGOING
COMP The total number of outgoing calls that were placed over this trunk group and answered during the specified reporting interval.
Completion is determined by whichever occurs first:
● return of network answer supervision, or
● a call that lasts longer than the answer supervision time-out parameter.
OUTGOING
TIME The average holding time for outgoing calls during the specified reporting interval. The calculation is:
OUTGOING
CCS The total holding time (usage) for outgoing calls from this trunk group.
The units are expressed in CCS.
Trunk group report (continued)
Header Definition