Avaya Basic Call Management System (BCMS) Manual do Utilizador descarregar pdf (Página 103)

Planning/engineering objectives

Issue 5.0 May 2005 103

● An excessive number of calls that have abandoned the queue

● A large number of agents that are available to receive ACD calls

● If only a small number of ACD calls have been answered, but the split is staffed with a

large number of agents

● An excessive amount of time is spent in ACW mode, AUX work, or station-to-station

calls.

Split status report

You can use the split status report (monitor bcms split) to determine:

● Whether there are enough staffed agents for the current level of incoming calls.

- If after monitoring the Avail field for several minutes and no agents are indicated

as being available to receive calls, you will probably want to staff some of the

unstaffed positions, especially if this loss of business represents a loss in revenue.

- If all agent positions are staffed, it may be appropriate to add more agents to the

split.

- If an excessive amount of time is being spent answering ACD calls for another split,

it may be appropriate to determine the reason and possibly to assign more agents to

the other split.

● Whether any particular agent or agents are spending too much time on

station-to-station, not ACD calls. If an agent is suspected of spending too much time on

these types of calls, the BCMS agent report should be used to investigate further.

● Whether, based on a comparison of agents within this split, any particular agent is taking

more time to handle calls than is appropriate. More specifically, this would be referred to

as excessive ACD talk time. The BCMS agent report should be used to investigate

further.

VDN status report

You can use the VDN status report (monitor bcms vdn) to determine how one or more

internally-measured VDNs and vectors are functioning. This report can help you to

determine whether you need to change a VDN instead of move agents between splits

when ACD traffic changes. Specifically, some information this report indicates is:

● How many calls have encountered a VDN but have not been answered

● The time the oldest call has been waiting in the VDN

● The average length of time for a call to be completed in the VDN during the current

period

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Avaya Basic Call Management System (BCMS) Manual do Utilizador Página 103