AT&T 555-230-520 manual

BCMS/CMS Tracking in a Call Vectoring Environment

2.How many ACD calls did ‘‘my’’ split answer that were ‘‘mine?’’ (And, by implication, how many did I answer that were not ‘‘mine?’’)

3.How many of ‘‘my’’ ACDcalls did ‘‘my’’ split not answer?

4.How many ACD calls that I didn’t answer weren’t ‘‘mine?’’

The following sections present the answers to these questions from the perspective of R3 CMS, BCMS, and R2 CMS.

R3 CMS Standard. The following answers reflect the use of R3 CMS:

1.The number of calls offered to ‘‘my’’ (primary) split that were ‘‘mine’’ can be determined via examination of the CMS Split Summary Report. The algorithm is as follows: CALLSOFFERRED - INFLOWCALLS - DEQUEUECALLS (that is, the total number of calls offered minus the number of calls not ‘‘mine’’ that I answered minus the number of calls not ‘‘mine’’ that I didn’t answer.)

2.The number of calls that my split answered that were ‘‘mine’’ can be determined via examination of the CMS Split Summary Report. The algorithm is as follows: ACDCALLS - INFLOWCALLS (that is, the total number of calls I answered minus the number of calls not ‘‘mine’’ that I answered.)

3.The number of ‘‘my’’ calls that ‘‘my’’split didn’t answer can be determined via examination of the CMS VDN Report. The algorithm is as follows: ABNCALLS + BUSYCALLS + DISCCALLS + OUTFLOWCALLS (that is, the number of abandoned calls plus the number of busy calls plus the number of disconnected calls plus the number of calls outflowed from ‘‘my’’split tagged as a primary split).

4.The number of calls not ‘‘mine’’that ‘‘my’’split didn’t answer is DEQUEUECALLS, which is indicated in the CMS Split Summary Report.

BCMS Standard. The following answers reflect the use of BCMS:

1.The number of calls offered to ‘‘my’’ split that were ‘‘mine’’can be determined via examination of the BCMS Split Report. The algorithm is as follows: ACDCALLS + ABNCALLS + OUTFLOWCALLS - INFLOWCALLS (that is, the total number of calls answered plus the total number of calls abandoned from ‘‘my’’ split tagged as primary split plus the number of calls that outflowed ‘‘my’’ split tagged as a primary split minus the number of calls answered that were not directed to ‘‘my’’ split tagged as primary split).

2.The number of calls that ‘‘my’’ split answered thatwere ‘‘mine’’ can be determined via examination of the BCMS Split Report. The algorithm is as follows: ACDCALLS - INFLOWCALLS (that is, the total number of calls I answered minus the number of calls not ‘‘mine’’ that I answered).

The other two questions cannot be answered because BCMS does not have a dequeue tracking item.

Issue 4 September 1995 F-13