Daily Acd Calls - AT&T Call Management System Supervizor's Manual

Generating Reports
SPLIT 1: PERS
Date: 03/11/91
Agent
Bakerson
Tom
Weiss Debra
Claren Cliffor
Patrick Bob
Peters Norman
Mailer Sam
Chanleys Diane
Pantilly
Ernie
Piers Benjami
Price Sherman
O'Rourke Walter
Split 1 Totals
Not es
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 THE MERLIN LEGEND(TM) CS
Date Printed: 03/15/91
Figure 7-1. Daily Agent Split Summary
The information on the following pages is keyed (with callouts) to each column in
the report.

Daily ACD Calls

Num ACD Calls. The number of calls each agent handled while
logged into that split. The number includes intraflowed calls and
excludes abandoned calls. The number
total number of ACD calls handled by all
7-6 Types of CMS Reports
Bon Voyage Travel
DAILY AGENT SPLIT SUMMARY
ACD CALLS
Num Avg Avg
ACD
Talk After
Calls Time Call
981 0:07 0:08 0:15
998 0:10 0:08 0:18
975 0:07 0:08 0:15
989 0:10 0:08 0:18
957 0:07 0:08 0:15 21%
949 0:07 0:08 0:15 21%
957 0:07 0:08 0:15 21%
938 0:07 0:08 0:15 20%
5 0:07 41:39 41:46 0%
1036 0:07 0:09 0:16
947 0:10 0:08
9732 0:08 0:09 0:17
Time Printed:
OTHER CALLS
Avg % Num
Work Talk
Rfusd Other Talk ACD
Time Time
Call Call Other Time Staffed
2
16%
19% o
16% 2
19% o
2
2
2
3
1
13% o
0:18
18% o
16% 14
2:46p
on the summary Iine is the
agents in the split.
Num
Avg % Total
Time
0 0:00 33% 12.2hr
0 0:00 33% 15.Ohr
12.2hr
0 0:00 33%
0
0:00 34% 15.0hr
0 0:00 46%
8.9hr
0 0:00 46%
8.9hr
0 0:00
46% 8.9hr
0 0:00 45%
8.9hr
2 9h 28% 12.3hr
0 0:00 30%
15.Ohr
0 0:00 32%
15.Ohr
2 9h 36% -