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Glossary
Agent
ACD CALLS,
Num ACD Calls
ACD CALLS,
Avg Talk Time
ACD CALLS,
Avg After Call
ACD CALLS,
Avg Work Time
% Talk Time
ACD CALLS,
Num Rfusd
Calls
GL-22 CMS Reports
The agent's name: last name (up to 12 characters)
and first name (up to 8 characters).
The number of completed calls the agent serviced
while logged into this split. The total includes
intraflowed calls serviced by the agent. The Num
ACD Calls should be identical to that shown in the
Daily Split Report.
The average amount of time (in minutes and
seconds) the agent spent on each ACD call. The
total includes intraflowed calls serviced by the
agent. (The figure in the totals line under this
column should be identical to the Avg Talk Time
total in the Daily Split Report.)
The average amount of time (in minutes and
seconds) the agenl spent in the after-call-work
state. The average does not include any time spent
on the phone during an after-call-work state. (The
figure in the totals line under this column should be
identical to the Avg After Call total in the Daily Split
Report.)
The average amount of time spent on ACD-related
work (the sum of Avg Talk Time and Avg After Call
time).
The percentage of time the agent spent on ACD-
related work within the current hour.
The number of ACD calls refused by an agent.
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