DEFINITY Enterprise Communications Server Release 7
Maintenance for R7r
555-230-126 Issue 4
June 1999
Maintenance Commands
8-155monitor bcms
8
Output for the System Option
Date The current date and time which is updated every 30 sec onds or when
the UPDATE key is pressed.
SPLIT The name of the split being rep orted, if no name is administered then
the split extension is disp layed in the form “EXTxxxxx”. Splits are
displayed in sp lit number order. This field is translatio n data.
CALLS WAIT The number of calls currently waiting in this split’s queue. If any of these
calls are Direct Agent Cal ls, the field will be prec eded by an aster isk.
This field is real-time status data.
OLDEST CALL The amount of time that the oldest call has waited in queu e. This field is
real-time status data.
AVG ANSW
SPEED The average time required for an answer in this split during the c urrent
period, includ ing time in queue and ti me ringing at the agent’s vo ice
terminal. Intraflow calls (those that overflow from one ACD sp lit to
another split) will not have queue time fro m previous splits includ ed in
the average. The calculation is Total Answer Time/Total Automatic Call
Distribution (ACD) Calls. This is measurement data and includes only
those calls that have comp leted.
AVAIL AGENT The number of agents in this split c urrently available to receive an
Automatic Call Distribution (ACD) c all from this split. This field is
real-time status data.
# ABAND The number of calls that have aband oned during the c urrent period.
This field is measurement data.
AVG ABAND
TIME The average time abandoned calls waited in queue b efore abandoning
during the current period. The calculation is Total Abandon Time/Total
Calls Abandoned. This field is measurement data and inc ludes only
those calls that have comp leted (terminated).
# ACD The number of Automatic Call Distribution (ACD ) calls handled b y this
split during the c urrent period. This includes calls that intraflow into the
split. This field is measurement data.
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 inc lude
ring time at the agents’ voic e 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 (termina ted).
AVG AFTER
CALL The average After Call Work (ACW) time for Automatic Call Distribution
(ACD) calls handled b y this split during the current period. ACD calls
with no ACW time are included in the averag e. Time spent on direct
incoming or outgoing calls while in ACW will not be inc luded in the
average. The calculation is (Total ACW Time - Total ACW Incoming
Time - To tal A CW Out goin g Tim e)/Tot al AC D Call s. Thi s fiel d is
measurement data and incl udes only those calls that have c ompleted
(terminated).