AT&T Merlin II Feature Module 2 System Manual page 151

CUMULATIVE AGENT
SPLIT SUMMARY
Split Report
DAILY SPLIT SUMMARY
A Cumulative Agent Split Summary report can be generated for any past
consecutive period from 2 to 93 days. The information for ACD and other
calls as well as additional data will reflect the entire consecutive period
specified.
The column headings are the same as that for the Agents Splits Daily report;
the data items are summarized or averaged over the entire period specified
when the report was generated. A typical Cumulative Agent Split Summary
appears below:
CUMULATIVE AGENT SPLIT SUMMARY
SPLIT 2: CHART
Period: 06/10/88 - 06/13/88
- - - - - - - - - - - - -
Num
ACD
Agent
Calls
bakerson tom
243
clifford
claren
376
weiss
debra
18
Split 2 Totals
637
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: 06/13/88 Time Printed:
This report shows the statistics for a particular split by hour and summarized
for 24 hours. Time spent in logout state is not recorded. During Night"
Service, only data on ''other" calls are recorded in the Daily Split Report.
You can use this report to:
Compare the performance of splits that answer similar calls.
Pinpoint peak calling hours for each split and staff the splits accordingly.
See if the splits are reaching your target service level.
Bon Voyage Travel
ACD CALLS
- - - - - - - - - - -
Avg Avg Avg Num Num
Talk After Work Xfr Rfusd
Time Call Time Calls Calls
2:06 0:00 2:06 3 0
1:32 0:00 1:32 21 3
0:35 0:00 0:35 3 6
1:43 0:00 1:43 27 9
6:09p
OTHER CALLS
Num Avg % Total
Other Talk ACD Time
Calls Other Time Staffed
21
3:06 16% 76.0hr
38
2:12 18% 75.9hr
25 2:53
1% 31.5hr
84
2:53 15%
Types of CMS Reports 7-5