User`s guide

Overview
In addition to real-time status screens, CMS provides a wealth of
Management Information System (MIS) data through historical reports.
They can help you manage your resources efficiently and cost effectively.
For instance, you can use reports to forecast staffing needs and to see if
line groups need more or fewer lines.
The reports are generated from historical data stored on the hard disk.
You can print reports whenever CMS is not managing calls.
This section, “Generating CMS Reports” is organized as follows:
How to Generate Reports describes how to select and print reports.
Types of CMS Reports describes the MIS reports:
• Agent Split Summary
• Split Report
• Line Group Report
• Sub-Group Report
• Events Log Report
Also included in this section is a description of the Print All Reports option.
You can also copy historical data onto floppy disks so that you will always
have the data available should you want to generate or regenerate reports at
any time in the future. For more information, see Section 8, “Archiving
Data.“
Overview 7-1