User manual

DEFINITY ECS Release 8.2 Maintenance for R8.2csi 555-233-119 Issue 1
April 2000
Maintenance Commands
2-159monitor bcms
2
The following example shows the output from the
monitor bcms split 1
command.
Field descriptions
AVG ABAND TIME
The average time abandoned calls waited in queue before
abandoning during the current period. The calculation is Total
Abandon Time/Total Calls Abandoned. This field is measurement
data and includes only those calls that have completed
(terminated).
# ACD
The number of Automatic Call Distribution (ACD) calls handled
by this split during the current period. This includes calls that
intraflow into the split. This field is measurement data.
AVG TALK
The average talk time for Automatic Call Distribution (ACD) calls
handled by this split during the current period. This does not
include ring time at the agents’ voice terminal. The calculation is
Total ACD Talk Time/Number of ACD Calls. This field is
measurement data and includes only those calls that have
completed (terminated).
AVG AFTER CALL
The average After Call Work (ACW) time for Automatic Call
Distribution (ACD) calls handled by this split during the current
period. ACD calls with no ACW time are included in the average.
Time spent on direct incoming or outgoing calls while in ACW will
not be included in the average. The calculation is (Total ACW
Time - Total ACW Incoming Time - Total ACW Outgoing
Time)/Total ACD Calls. This field is measurement data and
includes only those calls that have completed (terminated).
Split:
The number of the split requested. This field is translation data.
Split Name:
The name of the split requested. If no name exists the split
extension is displayed in the form “EXT xxxxx”. This field is
translation data.
monitor bcms split 1 Page 1 of 1 SPE A
BCMS SPLIT (AGENT) STATUS
Split: 1
Split Name: hunt group 1 Date: 9:02 TUE OCT 22 1991
Calls Waiting: 0
Oldest Call: 0:00
0=Staffed 0=Avail 0=ACD 0=ACW 0=AUX 0=Extn 0=OtherSplit
AGENT EXT STATE TIME ACD EXTN IN EXTN OUT
CALLS CALLS CALLS