Daily Line Group Report - AT&T Call Management System Supervizor's Manual

Glossary
Serv Levi
Cumulative Split
Report (By Day or Hour)
This report provides summary data on a given split over a specified period,
from 2 to 93 consecutive days. Statistics can be generated for a Cumulative
Split Report to reflect cumulative days or cumulative hours.
Most of the column headings in this report are the same as for the daily
report; the "Time" column heading can either be "Day" or "Hour" depending
on which report has been selected.
Also the Cumulative Split Report differs from the Daily Split Report as follows:
Night Service hours are not included in the Cumulative Split Report by
Hour. (A message to this effect appears on the report.)
Each line of data for a Cumulative Split Report by Day is a daily sum-
mary; the date being summarized is in the first column of the report.
Days and hours for which no CMS data exists are not included. A
separate page at the completion of the report contains a list of dates or
hours for which no CMS data exists.

Daily Line Group Report

This report provides hour-by-hour data for a given line group. The report
shows entries for each hour that the CMS is in either Day or Night Service
mode during the 24-hour period the report covers.
The percentage of completed
netted to an agent in the split
Level Limit. (The default value for the Service Level
Limit is 20 seconds, but can be changed by the
system manager. to a value from 0-99 seconds.)
calls that were con-
within the Service
CMS Reports GL-27