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

Generating Reports
Avg Talk Time. The average amount of time an agent spent on each
ACD call. Average talk time includes intraflowed calls and excludes
abandoned calls. In the summary line, the average talk time is the
average time per call, not per agent.
Avg After Call. The average amount of time each agent spent in the
after-call-work state (ACW). To calculate this average, the cumulative
amount of time the agent spent in the after-call-work state is divided by
the number of ACD calls answered by that agent. (If no calls were
handled, the average ACW time is set equal to the cumulative ACW
time.) In the summary line, the average after call value is the average
ACW time per call, not per agent.
Avg Work Time. The amount of time spent on CMS-related work. The
average work time equals the sum of average talk time and average
after call time.
% Talk Time. The percentage of time the agent spent talking on ACD
calls, excluding the After Call Work.
Num Rfusd Calls. The number of ACD calls refused by each agent in
a given split.

Other Daily Calls

(These include all calls, not related to ACD work, lasting more than 5
seconds, and CMS calls transferred from one agent to another.)
Num Other Calls. The number of "other" calls handled by each agent.
Other calls are recorded regardless of the agent's work state.
Avg Talk Other. The average amount of time an agent spent on each
call designated as other. The summary line shows the average
amount of time spent per call, not per agent.
NOTE:
Agents should be instructed to hang up within 4 seconds when a CMS call is
completed. If they do not, the Split Reports may count the off-hook time as
time spent on "Other" (non-CMS) calls.
Types of CMS Reports 7-7