AT&T Merlin II Feature Module 2 System Manual page 217

Cumulative Agent Split Summary
Daily Split Report
This report provides summary data on each agent in a given split over a
specified period, from 2 to 93 consecutive days. The start and end date
specified will be on the report.
The column headings in this report are the same as for the daily report; the
totals under the headings will reflect the cumulative period of time specified.
Also the Cumulative Agent Split Summary differs from the Daily Agent Split
Summary as follows:
Days for which no CMS data exists will not be included. A separate page
at the completion of the
CMS data exists.
Hours for which a CMS
This report shows data for a particular split on an hourly basis. The column
headings for the report table are explained below.
Time The start time of each data collection hour. Hours
in which no agents were logged into the split are
not shown on the report.
The average speed of answering for all calls
ACD CALLS
Avg Speed Ans answered by agents in the split during a given
hour. The ASA is determined by dividing the
wait time for all completed calls in the split (initial
ringing plus CMS hold time plus transfer ringing)
by the number of completed calls.
ACD CALLS The number of ACD calls which were
Num Calls disconnected before reaching the abandoned call
Aband threshold determined by the administrator.
ACD CALLS The total number of completed calls to agents
during a given hour. Calls still in progress at the
Num ACD
end of the hour are included in the next hour's
Calls
data. The Num ACD Calls should be identical to
that shown in the Daily Agent Split Summary.
ACD CALLS The total number of completed calls intraflowed
Flow In from another split into this split during a given
hour. Intraflowed calls still in progress at the end
of the hour are included in the next hour's data.
report will contain a list of dates for which no
agent did not work will not be included.
CMS Reports G-17