Cms Reports - AT&T Merlin II Feature Module 2 System Manual

You can use this report to review the following possible problem areas:
Split staffing or configuration problems
By monitoring the abandoned-call, average-speed-of-answer and oldest-
call-waiting exceptions, you can see if you need to add more agents or
activate intraflow during peak hours.
Exception thresholds that are set too low
For instance, if you receive many exception messages for talk time, agent
logout, or after-call-work time, the exception thresholds you are using may
not be realistic.
Line problems
For instance, frequent minimum holding time exceptions for a particular
line may indicate the line is faulty. Frequent all-lines-busy exceptions may
indicate that you need more lines or that agents should handle calls faster.
You can also use this report to see how effectively dynamic reconfiguration
was used during each shift. If many exceptions are listed for a single shift,
the exception thresholds may be set too low or the information from the
status screens may not have been used effectively.
Types of CMS Reports 7-15