Events Log Report - AT&T Call Management System Supervizor's Manual

Generating Reports

Events Log Report

The Events Log Report (Figure 7-9) lists the 50 most recent exceptions and
system messages, along with the date and time they occurred. Depending
on how often exceptions and system messages occur in your system, this
report may span several days or part of one day.
You can use this report to review the following possible problem areas:
Split staffing or configuration problems
By monitoring the abandoned-call, average-speed-of-answer and
oldest-call-waiting exceptions, you can see if you need to add more
agents or activate intraflow during peak hours.
Exception thresholds that are set too low
For instance, if you receive many exception messages for talk time,
agent logout, or after-call-work time, the exception thresholds you are
using may not be realistic,
Line problems
For instance, frequent minimum holding time exceptions for a particu-
lar line may indicate the line is faulty. Frequent all-lines-busy excep-
tions may indicate that you need more lines or that agents should han-
dle calls faster.
You can also use this report to see how effectively dynamic reconfiguration
was used during each shift. If many exceptions are listed for a single shift,
the exception thresholds may be set too low or the information from the status
screens may not have been used effectively.
7-26 Types of CMS Reports