AT&T 555-230-520 manual Evaluating Split Performance

Interactions Between Call Vectoring/EAS and

BCMS/CMS

3. Call is queued to split 4.

Here’s the tracking table for this scenario:

Table F-8.	Tracking for Call Answered after Route to Split
				Split Tracking
		1	2		3	4
R3 CMS		outflow	dequeue		dequeue	answer
BCMS		outflow				answer
R2 CMS		outflow	outflow		outflow	inflow
						answer

Comments:

■R3 CMS: Outflow is tracked in split 1 because this split is the original primary split, the call is dequeued from this split via a route-to digits (or messaging split) step, and the call is answered in split 4, which becomes the new primary split. Dequeue is tracked in splits 2 and 3 because the call is dequeued from each of these splits without being answered in any one of them.

■BCMS: Follows the same scheme as R3 CMS except for the dequeue tracking.

■R2 CMS: Outflow is tracked in splits 1, 2, and 3 because the call is dequeued from these splits without being answered in any of them. Inflow is tracked in split 4 because this split is the first one to which the call is requeued after the route-to digits (or messaging split) command is executed.

Evaluating Split Performance

By using the information presented to this point, along with the information from various reports (as discussed in the next section), the split supervisor can answer one or more questions concerning split performance and then make adjustments, if necessary. Here are some of the questions the supervisor can answer:

1.How many ACD calls offered to my split were ‘‘mine’’ (that is, were offered to this split as the primary split)?

NOTE:

Split ‘‘ACD calls’’ include Direct Agent Calls for BCMS and for R2 CMS, but not for R3 CMS, which tracks Direct Agent Calls separately.

F-12Issue 4 September 1995