AT&T Merlin II Feature Module 2 System Manual page 152

TIME
ACD CALLS
7-6 Types of CMS Reports
A typical Daily Split Report appears below.
SPLIT 2: CHART
Period: 06/10/88
Avg Num Num
Speed Calls ACD
Time Ans Aband Calls
9:00a 8s 0 19
11s 1 24
10: 00a
17s 4 39
11: 00a
10:00p
11:00p
9s 5 82
Note
1. Call statistics are counted in the hour and day in which they complete.
CALL MANAGEMENT SYSTEM FOR MERLIN(r) II CS
Date Printed: 06/10/88 Time Printed: 6:13p
The the following list corresponds to the report above.
Time. The beginning of the day for which data were collected. Reports
are updated on an hourly basis.
For instance, the data on the 10:00 a.m. line were collected between 10:00
a.m. and 10:59 a.m. Hours in which no agents were handling calls in the
split are omitted.
Avg Speed Ans. The average speed of answer for all ACD calls answered
by the agents in this split during a given hour.
Num Calls Aband. The number of calls abandoned (that is, the caller
hung up before an agent answered) during a given hour.
Num ACD Calls. The total number of completed ACD calls (calIs
connected to an agent) during a given hour. The number excludes
abandoned calls.
Flow In. The total number of ACD calls intraflowed into this split during
a given hour. The number excludes abandoned calls.
Flow Out. The total number of calls intraflowed out of this split and
answered by agents in another split. The number excludes abandoned
calls.
Bon Voyage Travel
DAILY SPLIT REPORT
ACD CALLS
Avg Avg Num Num
Flow Flow Talk After Xfr
Time Call Calls Calls
In Out
0 0 2:09 0:56 0
0 0 1:57 1:19 3
0 3 1:34 0:59 3
0 3 1:26 7:02 18
OTHER CALLS
Avg
Avg %
Talk Num ACD Serv
Other
Other Pos Time Levl
0 0:00 2.0 49% 100%
1 3:56 2.0 65% 100%
5 4:01 3.0 55% 85%
1:27 2.3 27% 51%
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