AT&T Merlin II Feature Module 2 System Manual page 216

G-16 CMS Reports
The average amount of time (in minutes and
ACD CALLS
Avg After Call seconds) the agent 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
ACD CALLS
Avg Work work {the sum of Avg Talk Time and Avg After
Time Call time).
The number of ACD calls transferred by an agent.
ACD CALLS
Num Xfr Calls
The number of ACD calls refused by an agent.
ACD CALLS
Num Rfusd
Calls
OTHER Num The number of calls not related to CMS that are
handled by the agent in the data collection period,
Other Calls
The figure 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 Split Report.)
OTHER Avg The average amount of time the agent spent on
Talk Other each calls not related to CMS work. The figure
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 Split Report.)
% ACD Time The percentage of time the agent 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 in the Daily Split Report.
Total Time
The amount of time (to the nearest tenth of an
hour) the agent was logged into a given split (and
Staffed
under a given ID) performing ACD-related work.