Avaya Definity SI Maintenance Manual page 473

monitor bcms
Field descriptions
Date
SPLIT
CALLS WAIT
OLDEST
CALL
AVG ANSW
SPEED
AVAIL
AGENT
# ABAND
AVG ABAND
TIME
# ACD
AVG TALK
AVG AFTER
CALL
The second example shows the output from the monitor bcms split 1 command.
555-233-123
The current date and time which is updated every 30 seconds or when
the UPDATE key is pressed.
The name of the split being reported, if no name is administered then
the split extension is displayed in the form "EXTxxxxx". Splits are
displayed in split number order. This field is translation data.
The number of calls currently waiting in this split's queue. If any of
these calls are Direct Agent Calls, the field is preceded by an asterisk.
This field is real-time status data.
The amount of time that the oldest call has waited in queue. This field
is real-time status data.
The average speed of answer for this split during the current period.
This includes time in queue and time ringing at the agent's voice
terminal. Calls that intraflow (calls that overflow from one ACD split to
another split) d not have queue time from previous splits included in
the average. The calculation is Total Answer Time/Total Automatic
Call Distribution (ACD) Calls. This field is measurement data and
includes only those calls that have completed (terminated).
The number of agents in this split currently available to receive an
Automatic Call Distribution (ACD) call from this split. This field is
real-time status data.
The number of calls that have abandoned during the current period.
This field is measurement data.
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).
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.
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).
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 are not 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).
Issue 4 May 2002 8-223