AT&T Call Management System Supervizor's Manual page 204

Generating Reports
SPLIT 1: PERS
02/15/91 - 03/15/91
Period :
Agent
Bakerson Tom
Claren Cliffor 12204
Norman
Peters
Mailer Sam
Chanleys Diane
Pantilly Ernie
Piers Benjami 13579
William
Fielding
Weiss
Debra
Patrick Bob
Price Sherman
Walter
O'Rourke
Split 1 Totals
Notes
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 7-2. Cumulative Agent Split Summary
Bon Voyage Travel
CUMULATIVE AGENT SPLIT SUMMARY
ACD CALLS
N u m Avg Avg
ACD Talk After
Calls Time Call
18224 0:07 0:07 0:14 25%
0:07 0:07 0:14
22962 0:07 0:11
17016 0:07 0:05 0:12 27%
17596 0:07 0:11
9573 0:07 0:08 0:15 22%
0:07 0:13 0:20
4 0:08 23:47 23:56 1%
5824 0:10 0:08 0:18 27%
5793 0:10 0:08 0:18 27%
6002 0:07 0:09 0:16
5563 0:10 0:08 0:18 25%
134340 0:07 0:09 0:16 23%
Time Printed:
OTHER CALLS,
Num
Avg %
Work Talk Rfusd Other Talk ACD
Time Time Call Call Other Time Staffed
9
23% 8
0:18 23% 5
5
0:18 22% 6
5
18% 6
1
1
o
19% o
o
46
2:22p
Types of CMS Reports 7-9
Num Avg %
Total
Time
12 0:07 49% 145.Ohr
7 0:07 47% 102.6hr
5 0:15 59% 193.6hr
8 0:09 47% 123.2hr
16 0:35 56% 159.8hr
1 0:08 46% 86.1hr
15 78:35 51% 144.4hr
19 0:32 88%
1.8hr
16 0:34 47% 62.1hr
4 0:13 48% 61.9hr
2 0:06 43% 61.9hr
2 0:09 46% 61.9hr
107 11:20 50% -