BCMS calculations...

[mnapier]

I'm trying to figure out the calculation that the list bcms split command uses to return 'avg aband time'. I pasted an example of the report for a quick reference. Anyone know this?


AVG AVG AVG TOTAL TOTAL % IN
ACD SPEED ABAND ABAND TALK AFTER FLOW FLOW AUX/ AVG SERV
TIME CALLS ANS CALLS TIME TIME CALL IN OUT OTHER STAFF LEVL

6:00- 7:00 34 0:11 0 0:00 0:39 43:25 0 0 1:47 2.0 88
7:00- 8:00 41 0:17 3 0:09 0:46 42:44 0 0 28:50 2.4 73
8:00- 9:00 81 0:10 1 0:03 1:00 85:39 0 0 47:05 4.5 89
9:00-10:00 43 0:16 3 0:08 1:04 120:59 0 1 58:55 5.0 77
10:00-11:00 30 0:16 0 0:00 1:16 93:25 0 0 36:36 3.9 83
11:00-12:00 26 0:18 0 0:00 1:01 115:45 0 3 39:40 4.5 76
----------- ----- ----- ---- ----- ----- ------- ---- ---- ------- ----- ---
SUMMARY 255 0:14 7 0:08 0:58 501:57 0 4 212:53 3.7 82

 

[marcell55]

TIME
The average time before an ACD call abandons. This value does not
include any time spent in another split queue before flowing into this split.
The calculation is:
This value does not include time listening to a forced first announcement
or calls that abandon while listening to a forced first announcement.
Calculation:
Total Abandon Time/Total Number of Abandoned Calls
------------------------------------------------------------------------------------------

 

[mnapier]

I think this is what I've been trying but maybe I'm looking at it wrong. But if thats the calculation then for the example report I posted it would be Total Abandon Time = 20 / 7. Which doesn't equal 8...

am I thinking wrong when I look at it as there was 3 abandoned calls which total to 9 seconds of abandoned time for the 7:00-8:00 time range?

 

[marcell55]

No, the nine seconds is an average. That means that there were three calls that waited about 9 seconds to abandon. If I were trying to calculate on my own I would probably have to add it like this

(9*3) + 3 + (8*3) = 64

64/7 = 9 (approx.)

Also remember, that we're taking averages of an average, but the PBX uses each actual instance to get the total, so there total will always be a little more accurate.