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Using BCMS/CMS Reports to Evaluate Call Vectoring
Activity
Issue 4 September 1995
F-15
■ Vector Report summarizes vector activities. Among other information,
the report provides the number of Vector Flow Ins/Outs, calls forced busy,
and calls forced disconnect.
Vector Flow In
pertains to calls that flow into
a vector from another vector via a
route-to
or
goto vector
command.
Vector Flow Out
pertains to calls that successfully flow out of a vector via a
route-to
or
goto vector
command.
BCMS Reports
BCMS has a real-time split report, split historical reports, real-time VDN reports,
and VDN historical reports. The following list identifies and describes several
BCMS reports that summarize Call Vectoring activity. For more information on
these and other related reports, refer to
DEFINITY Communications System
Generic 3 Basic Call Management System (BCMS) Operations
manual 555-230-
704.
■ BCMS Split Report summarizes the call activity for an entire split. The
information can be requested either daily or by the administered time
period. Among other information, the report provides the total number of
flow ins (inflows) and flow outs (outflows). The report also provides the
average speed of answer time for calls handled by the split during the
indicated time period.
■ VDN Summary Report summarizes statistical information for all internally-
measured VDNs. The information can be requested by the administered
time interval or daily. The "list bcms vdn" report gives multiple time
periods or days for a single VDN. The "list bcms summary vdn" report
gives a one-line summary per vdn (with data from the specified times or
days), but can give the data for numerous vdns.
The report also indicates the total number of flow outs, specifically, the
number of calls that are advanced to another position via a successful
route-to
or
messaging split
command. This includes adjunct routing, calls
forwarded, calls routed to a VDN, and calls picked up by an agent who is
not in the split to which the call is queued by the VDN. Calls that are
answered by an attendant (via a
route-to
command) are also tracked as
outflow. However, calls that encounter a
goto vector
command are not
shown as outflows. No further measurements are taken on the calls once
the calls have outflowed. If an outflowed call later abandons, this is not
indicated in the report.
Among other information, the VDN report provides a total for offered calls,
answered calls, abandoned calls, and also one for calls that were either
‘‘forced busy’’ or ‘‘forced disconnect.’’
■ VDN Real-Time Report provides statistical information including the
number of calls currently waiting and the oldest call waiting. The VDN
real-time report has the same characteristics as other real-time BCMS
reports.