Additional Data For Daily Calls - AT&T Call Management System Supervizor's Manual

Generating Reports

Additional Data for Daily Calls

Avg Num Pos. The average number of agent positions staffed during
the hour.
% ACD Time. The percentage of time agents spent on CMS-related
work (that is, their talk time on ACD calls and their after-call-work time).
Serv Levl. The percentage of ACD calls that were connected to
agents within the service level limit. For instance, if the service level
limit is set at 20 and this report entry reads 85%, then it means 85% of
the calls were answered within 20 seconds.
NOTE:
Calls in progress at the end of an hour are included in the statistics for the
hour in which the calls were completed.
Types of CMS Reports 7-13