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

Generating Reports
Flow In. The total number of ACD calls
ing a given hour. The number excludes
Flow Out. The total number of calls intraflowed out of this split and
answered by agents in another split. The number excludes aban-
doned calls.
Avg Talk Time. The average amount of time agents spent connected
to each ACD call. The summary line displays the average amount of
time per call, not per agent.
Avg After Call. The average amount of time agents spent in the
after-call-work state per call.
Cnct Aftr SrvLv.
specified service

Other Calls

These include outgoing calls, incoming calls not associated with ACD work,
extension calls, and transferred calls from other stations. If agents do not
hang up within
count the off-hook time as time spent on "Other" (non-CMS) calls.
Num Other Calls. The total number of other than ACD calls com-
pleted by all agents in the split during a given hour,
Avg Talk Other. The average amount of time spent on other calls.
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.
7-12 Types of CMS Reports
The number of calls that waited longer than the
level before being answered by an agent in this split.
seconds after a caller disconnects, the Split Reports may
4
intraflowed into this split dur-
abandoned calls.