Lucent Technologies Release 7 User Manual
DEFINITY Enterprise Communications Server Release 7
Maintenance for R7r
Maintenance for R7r
555-230-126
Issue 4
June 1999
Maintenance Commands
8-155
monitor bcms
8
Output for the System Option
Date
The current date and time which is updated every 30 seconds or when
the UPDATE key is pressed.
the UPDATE key is pressed.
SPLIT
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 split extension is displayed in the form “EXTxxxxx”. Splits are
displayed in split number order. This field is translation data.
CALLS WAIT
The number of calls currently waiting in this split’s queue. If any of these
calls are Direct Agent Calls, the field will be preceded by an asterisk.
This field is real-time status data.
calls are Direct Agent Calls, the field will be preceded by an asterisk.
This field is real-time status data.
OLDEST CALL
The amount of time that the oldest call has waited in queue. This field is
real-time status data.
real-time status data.
AVG ANSW
SPEED
The average time required for an answer in this split during the current
period, including time in queue and time ringing at the agent’s voice
terminal. Intraflow calls (those that overflow from one ACD split to
another split) will not have queue time from previous splits included 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 completed.
period, including time in queue and time ringing at the agent’s voice
terminal. Intraflow calls (those that overflow from one ACD split to
another split) will not have queue time from previous splits included 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 completed.
AVAIL AGENT
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.
Automatic Call Distribution (ACD) call from this split. This field is
real-time status data.
# ABAND
The number of calls that have abandoned during the current period.
This field is measurement data.
This field is measurement data.
AVG ABAND
TIME
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).
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).
# ACD
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.
split during the current period. This includes calls that intraflow into the
split. This field is measurement data.
AVG TALK
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).
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).
AVG AFTER
CALL
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 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 calls that have completed
(terminated).
(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 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 calls that have completed
(terminated).