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 b efore
abandoning d uring the current period . The calculation is Total
Abandon Time/Total Calls Abandoned . This field is measurement
data and includ es only those calls that have comp leted
(terminated).
# ACD The number of Automatic Call Distribution (A CD) calls handled
by this split during the current period. This includes calls that
intraflow into the split. This field is measurement d ata.
AVG TALK The average talk time for Automatic Call Distrib ution (ACD) calls
handled by this sp lit during the curr ent period. This does not
include ring time at the agents’ voice terminal. The calc ulation is
Total ACD Talk Time/Number of ACD Calls. This field is
measurement data and inc ludes only those calls that have
completed (terminated ).
AVG AFTER CALL The average After Call Work (ACW) time for Automatic Call
Distribution (ACD) calls hand led by this split d uring the current
period. ACD calls with no ACW time are included in the a verage.
Time spent on direct incomi ng or outgoing c alls 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 cal ls 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