Cumulative Agent Split Summary - AT&T Call Management System Supervizor's Manual

Glossary

Cumulative Agent Split Summary

This report provides summary data on each agent in a given split over a
specified period, from 2 to 93 consecutive days. The start and end date
specified are on the report.
The column headings in this report are the same as for the daily report; the
totals under the headings reflect the cumulative period of time specified. Also
the Cumulative Agent Split Summary differs from the Daily Agent Split Sum-
mary as follows:
Days for which no CMS data exists are included. A separate page, at
the end of the report, contains a list of dates for which no CMS data
exists.
Hours for which a CMS agent did not work are not included.
Daily Split Report
This report shows data for a particular split on an hourly basis. The column
headings for the report table are explained below.
Time
ACD CALLS,
Avg Speed Ans
ACD CALLS,
Num Calls
Aband
GL-24 CMS Reports
The start time of each data collection hour. Hours in
which no agents were logged into the split are not
shown on the report.
The average speed of answering for all ACD calls
answered by agents in the split during a given hour.
The ASA is determined by dividing the wait time for
all completed calls in the split (initial ringing plus
CMS hold time plus transfer ringing) by the number
of completed calls.
The number of ACD calls which were disconnected
before reaching the abandoned call threshold deter-
mined by the supervisor.