Daily Split Report; Time; Acd Calls - AT&T Call Management System Supervizor's Manual

Generating Reports

Daily Split Report

The Daily Split Report (Figure 7-3) shows the statistics for a particular split by
hour and summarized for
recorded. During Night Service, only data on "other" calls are recorded in
the Daily Split Report. You can use this report to:
.
Compare the performance of splits that answer similar calls.
Pinpoint peak calling hours for each split and staff the splits accord-
ingly.
Determine whether or not the splits are reaching your target service
level.
The information on the following pages is keyed (with callouts) to each
column in the report.

Time

Time. The beginning of the day for which data were collected,
Reports are updated on an hourly basis.
For instance, the data on the 10:00 a.m. line were collected between
10:00 a.m. and 10:59 a.m. Hours in which no agents were handling
calls in the split are omitted.

ACD Calls

Avg Speed Ans. The average speed of answer for all ACD calls
answered by the agents in this split during a given hour.
Num Calls Aband. The number of calls abandoned (that is, the caller
hung up before an agent answered) during a given hour. If an agent
services a call in less time than the abandoned call threshold (see
page 4-6), the call will be counted as an abandoned call.
Num ACD Calls. The total number of completed ACD calls (calls
completed by an agent) during a given hour. The number excludes
abandoned calls.
7-10 Types of CMS Reports
hours. Time spent in Iogout state is not
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