User`s guide

Types of CMS Reports
The CMS reports are described individually in this order:
• Agent Split Summary
• Split Report
• Line Group Report
• Sub-Group Report
• Events Log Report
The first four reports give you the option of selecting either a Daily Report or
a Cumulative Report. You can choose to print all daily or all cumulative
reports at the same time by using the Print All Reports option described in
this section.
Daily reports cover one day‘s activities from 12:00
A.M. through 11:59 P.M.
Many of the report statistics are based on activities completed during one
particular hour. If an activity is still in progress at the end of an hour, its
data are not included in that hour’s statistics. Instead, those data are
included in the statistics for the hour in which the activity is completed.
For instance, one line of a daily report might show data collected from 3:00
P.M. through 3:59 P.M. The next line would show data collected from 4:00
through 4:59. If a call was answered at 3:50 and ended at 4:05, that call
would be included in the statistics on the 4:00 line. This makes it possible for
some statistics, such as the holding time of a line, to show more than 60
minutes of activity within a single hour.
In the reports, the term ACD (Automatic Call Distributor) calls refers to
incoming calls on CMS or transfer-queue lines that were handled by CMS
agents.
Cumulative reports cover activities that span anywhere from 2 to 93 days,
inclusive, thus allowing you to generate quarterly reports. The Split, Line
Group, and Sub-Group Reports break this down even further by allowing
you to select cumulative reports that cover activities by the hour or by the
day.
The Events Log Report lists the 200 most recent exceptions and system
messages. Depending on how often exceptions and system messages occur in
your system, this report may span several days or part of one day.
Types of CMS Reports 7-3