AT&T Merlin II Feature Module 2 System Manual page 149

Agent Split Summary
DAILY AGENT SPLIT
S U M M A R Y
This report provides summary data on each agent in a given split. CMS
provides an Agent Split Summary for each split.
This report can help you:
Understand the skills of your top performers and transfer those skills to
other agents.
Implement incentive programs by providing objective data about agent
activity.
Many of the same statistics appear in this report and the Split Report. During
Night Service, only data on Day Service calls in progress when Night Service
began appear in this report. Time spent in the logged out or night states is
not counted on these reports.
NOTE: If an agent seines in two different splits during the same hour,
assign the agent a different agent ID for each split. This keeps the
report data separate. Otherwise, all data for that hour will be shown
as if the agent had been in the second split for the whole hour.
A typical Daily Agent Split Summary appears below.
SPLIT 2: CHART
06/10/88
Date:
- - - - - - - - - - - -
Num
ACD
Agent Calls
bakerson tom 27
clifford
claren 42
weiss debra 2
Split 2 Totals 71 1:43 0:00 1:43
Notes
1. Call statistics are counted in the hour and day in which they complete.
2. Split totals may not be the sum of the agent totals if agents have been
moved between splits within an hour.
CALL MANAGEMENT SYSTEM FOR MERLIN(r) II CS
Date Printed: 06/10/88 Time Printed:
The following list corresponds to the report above.
Bon Voyage Travel
DAILY AGENT SPLIT SUMMARY
ACD CALLS
- - - - - - - - - - -
Avg Avg Avg Num Num
Talk After Work Xfr Rfusd
Time Calls Calls
Time Call
2:06 0:00 2:06 1
1:32 0:00 1:32 7 1
0:35 0:00 0:35 1 2
9
6:09p
OTHER CALLS
Num Avg % Total
Other Talk ACD Time
Calls Other Time Staffed
0 21 3:06 16% 6.0hr
38 2:12 18% 5.9hr
25 2:53 1% 1.5hr
3 84 2:53 15%
Types of CMS Reports 7-3