BCMS VDN DIRECTORY NUMBER REPORT

[glynnd]

There are calls offered for the vdn.When ever there is an abandon call there is usually an average abandon time list in the report under" average abandon time." My question is:

How does the VDN track the average speed answer time and the abandon calls time listed in the vdn bcms report? the example is listed below: this is a vector example

01. collect 1 digits after announcement 38511
02. route-to number 75460 with cov n if digit = 1
03. route-to number 9918177823750 with cov n if dits= 2
04. route-to number 75461 with cov n if digits = 3
05. route-to number 75410 with cov y if digits = 4
06. wait-time 10 secs hearing music
07. goto step 1 if unconditionally
08. stop

option 1 & option 3 route to an off site help desk.
option 2 routes to fort worth texas number
option 4 goes to an onsite voice-mail box.

 

[mikeydidit]

BCMS guide search Avaya site for this #
07-300061 Page 112 starts showing you how everything is setup.

Agent engineering/optimizing guidelines
The Average service time engineering tables on page 112 list the number of ACD agents
required to handle a given incoming call load. The top rows on each of these tables show
the possible delay times for a given incoming call load (calls per hour or busy hour calls),
and the Number of agents columns list the agents required to handle the incoming call
load so that 90 percent the incoming calls will be answered by the agents before the
specified delay has occurred.
Note:
Note: The entries in these tables are in busy-hour calls, which are the number of
calls received by the ACD during peak levels of caller activity.
To determine how many agents will be required to handle the incoming call load of an ACD
split:
1. Use the BCMS split report (list bcms split) to determine the average talk time
(the time an agent spends processing a call, or talking to a caller). The Average
service time engineering tables on page 112 contain data that describe 7, 15, 30, 45,
60, 90, 120, 180, 240, 300, and 600 second service times. Choose the appropriate
table for the average talk time of the ACD split.
Note:
Note: Within this document the term average talk time is equivalent to the term
average service time.
2. At the top of the table, choose the closest possible average speed of answer in
seconds. Average speed of answer is actually a delay time that is defined as the
elapsed time from when a call is routed to the ACD split until it is answered by an
agent. The delay criterion states that 90 percent of the incoming calls will be answered
by the agents before the specified delay has occurred.
3. If the calling volume, otherwise referred to as the busy-hour calls, is known, use the
number indicated on the report. Otherwise, you must estimate this number. The value
for busy-hour calls denotes the number of calls received by the ACD during peak
levels of caller


"A people that values its privileges above its principles soon loses both."
- Dwight D. Eisenhower (1890-1969), Inaugural Address, January 20, 1953

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