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Glossary
ACD CALLS,
Cnct After
SrvLv
OTHER CALLS,
Num Other
Calls
OTHER CALLS,
Avg Talk Other
Avg Num Pos
% ACD Time
GL-26 CMS Reports
The number of calls that waited longer than the
specified service level before being answered by an
agent in this split.
The number of calls not related to CMS that are
completed by agents in the split during a given
hour. The total includes data from both Day and
Night service. (The figure in the totals line under
this column should be identical to the Num Other
Calls total in the Daily Agent Split Summary.)
The average amount of time (in minutes and
seconds) spent on calls not related to CMS work by
agents in the split during a given hour. The total
includes data from both Day and Night service.
(The figure in the totals line under this column
should be identical to the Avg Talk Other total in the
Daily Agent Split Summary.)
The average number of agent positions (to the
nearest "tenth of an agent" staffed during a given
hour. The average is determined by dividing the
total amount of time all agents in the split are
logged in by 60 minutes.
The percentage of time agents spent on ACD-
related work (on CMS calls and in the after-call-work
state). The figure in the totals line under this column
should be identical to the % ACD Time total
Daily Agent Split Summary.
in the
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