Daily Agent Split Summary - AT&T Call Management System Supervizor's Manual

Generating Reports

Daily Agent Split Summary

The Daily Agent Split Summary (Figure 7-1 ) provides summary data on each
agent in a given split. CMS provides an Agent Split Summary for each split.
This report can help you:
Understand the skills of your top performers and transfer those skills to
other agents.
Implement incentive programs by providing objective data about agent
activity.
Many of the same statistics appear in this report and the Split Reports. Dur-
ing Night Service, only data on Day Service calls in progress when Night Ser-
vice began appear in this report, Time spent in the logged out or night states
is not counted on these reports.
NOTE:
If an agent serves in two different splits during the same hour, assign the
agent a different agent ID for each split. This keeps the report data separate.
Otherwise, all data for that hour is shown as if the agent had been in the
second split for the whole hour.
Types of CMS Reports 7-5