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BCMS/CMS Tracking in a Call Vectoring Environment
Issue 4 September 1995
F-13
2. How many ACD calls did ‘‘my’’ split answer that were ‘‘mine?’’ (And, by
implication, how many did I answer that were not ‘‘mine?’’)
3. How many of ‘‘my’’ ACD calls did ‘‘my’’ split not answer?
4. How many ACD calls that I didn’t answer weren’t ‘‘mine?’’
The following sections present the answers to these questions from the
perspective of R3 CMS, BCMS, and R2 CMS.
R3 CMS Standard. The following answers reflect the use of R3 CMS:
1. The number of calls offered to ‘‘my’’ (primary) split that were ‘‘mine’’ can
be determined via examination of the CMS Split Summary Report. The
algorithm is as follows: CALLSOFFERRED - INFLOWCALLS -
DEQUEUECALLS (that is, the total number of calls offered
minus
the
number of calls not ‘‘mine’’ that I answered
minus
the number of calls not
‘‘mine’’ that I didn’t answer.)
2. The number of calls that my split answered that were ‘‘mine’’ can be
determined via examination of the CMS Split Summary Report. The
algorithm is as follows: ACDCALLS - INFLOWCALLS (that is, the total
number of calls I answered
minus
the number of calls not ‘‘mine’’ that I
answered.)
3. The number of ‘‘my’’ calls that ‘‘my’’ split didn’t answer can be determined
via examination of the CMS VDN Report. The algorithm is as follows:
ABNCALLS + BUSYCALLS + DISCCALLS + OUTFLOWCALLS (that is, the
number of abandoned calls
plus
the number of busy calls
plus
the number
of disconnected calls
plus
the number of calls outflowed from ‘‘my’’ split
tagged as a primary split).
4. The number of calls not ‘‘mine’’ that ‘‘my’’ split didn’t answer is
DEQUEUECALLS, which is indicated in the CMS Split Summary Report.
BCMS Standard. The following answers reflect the use of BCMS:
1. The number of calls offered to ‘‘my’’ split that were ‘‘mine’’ can be
determined via examination of the BCMS Split Report. The algorithm is as
follows: ACDCALLS + ABNCALLS + OUTFLOWCALLS - INFLOWCALLS
(that is, the total number of calls answered
plus
the total number of calls
abandoned from ‘‘my’’ split tagged as a primary split
plus
the number of
calls that outflowed ‘‘my’’ split tagged as a primary split
minus
the number
of calls answered that were not directed to ‘‘my’’ split tagged as a primary
split).
2. The number of calls that ‘‘my’’ split answered that were ‘‘mine’’ can be
determined via examination of the BCMS Split Report. The algorithm is as
follows: ACDCALLS - INFLOWCALLS (that is, the total number of calls I
answered
minus
the number of calls not ‘‘mine’’ that I answered).
The other two questions cannot be answered because BCMS does not have a
dequeue
tracking item.