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DEFINITY Enterprise Communications Server Release 5
Maintenance and Test for R5vs/si
555-230-123
Issue 1
April 1997
Maintenance Commands and Trouble-Clearing Aids
Page 8-243monitor bcms
8
The following display was produced by entering the "monitor bcms system"
command.
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.
# ABAND The number of calls that have abandoned during the current
period. 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).
# 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.
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).
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).
monitor bcms system Page 1 of 1
BCMS SYSTEM STATUS
Date: 14:02 THU OCT 17 1991
AVG AVG AVG
CALLS OLDEST ANSW AVAIL # ABAND # AVG AFTER
SPLIT WAIT CALL SPEED AGENT ABAND TIME ACD TALK CALL
Service 3 1:03 :45 0 3 :30 20 2:30 1:25
Sales 5 :33 :15 0 11 :45 36 1:32 :35