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BCMS/CMS Tracking in a Call Vectoring Environment
Issue 4 September 1995
F-3
For split/skill statistics, the calculation is ACD calls answered within the service
level divided by calls queued to the split/skill (answered calls, abandoned calls,
calls that flow out, calls that dequeue). In most cases the VDN percentage will
be higher then the split percentage since calls dequeued from a split/skill are
counted as answered, abandoned, or outflows for the VDN.
Changes made to a vector or to staffing will typically impact the VDN call profile.
Even the wording of an announcement can impact the abandon profile. It is
worthwhile to review the VDN’s call profile before and after any change to
determine if the change had a positive impact.
Busies and Disconnects
Busy calls and forced disconnects reported on CMS indicate how many calls this
VDN/vector turned away. If forced disconnect is used out of business hours, this
item would indicate how many customers expected you to be operating during a
specific time interval. If busies are given when the queues are full or waiting
times are long, the number of busies in an interval might suggest a staffing
change is needed. If disconnect is used to deny a lookahead interflow attempt, a
large number of denials would indicate a busy time at multiple sites.
VDN Inflows and Outflows
The following section discusses the specific VDN flows vis-a-vis R3 CMS and
BCMS.