Additional Data; Cumulative Agent Split Summary - AT&T Call Management System Supervizor's Manual

Generating Reports

Additional Data

% ACD Time. The percentage of time the agent spent on CMS-related
work, that is, on ACD calls and in the after-call-work state.
Total Time Staffed. The total amount of time the agent's telephone
was off-hook in a given split for a given day, and under a given ID
(rounded to the nearest tenth hour). This includes time spent making
and receiving calls while in the logged out state.
NOTE:
Activities in progress at the end of the day are included in the statistics for
the day in which the activities were completed. This includes the total
amount of time the agent spent on CMS calls, on Other calls, in the Available
state, and in the ACW state.

Cumulative Agent Split Summary

A Cumulative Agent Split Summary report (Figure 7-2) can be generated for
any past consecutive period from 2 to 93 days. The information for ACD and
other calls as well as additional data reflects the entire consecutive period
specified.
The column headings are the same as that for the Agents Splits Daily report;
the data items are summarized or averaged over the entire period specified
when the report was generated.
7-8 Types of CMS Reports