Avaya DEFINITY Server CSI Maintenance Manual page 351

monitor bcms
The number of Automatic Call Distribution (ACD) calls handled by this
# ACD
split during the current period. This includes calls that intraflow into the
split. This field is measurement data.
The average talk time for Automatic Call Distribution (ACD) calls
AVG TALK
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).
The average After Call Work (ACW) time for Automatic Call Distribution
AVG AFTER
CALL
(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).
The following example shows the output from monitor bcms split 1.
monitor bcms split 1
Split: 1
Split Name: hunt group 1
Calls Waiting:
Oldest Call: 0:00
0=Staffed 0=Avail
AGENT EXT
Field descriptions
The number of the split requested. This field is translation data.
Split
The name of the split requested. If no name exists the split extension is
Split
Name
displayed in the form "EXT xxxxx". This field is translation data.
The current date and time, updated every 30 seconds or when the
Date
UPDATE key is pressed.
The number of calls currently waiting in this split's queue. If any of these
Calls
Waiting
calls are Direct Agent Calls, the field will be preceded by an asterisk. This
field is real-time data.
The time in minutes:seconds that the current oldest call has waited in this
Oldest
Call
split's queue, in real-time data.
The number of agents currently logged into this split, in real-time data.
Staffed
555-233-119
BCMS SPLIT (AGENT) STATUS
0
0=ACD 0=ACW
STATE TIME
Page
Date: 9:02 TUE OCT 22 1991
0=AUX 0=Extn
ACD EXTN IN EXTN OUT
CALLS CALLS CALLS
Issue 5 October 2002
1 of 1 SPE A
0=OtherSplit
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