User`s guide

Agent Split Summary
DAILY AGENT SPLIT
SUMMARY REPORT
Press [F1] (labeled “Agent Summary”) on the Print Reports Menu screen to
reach the Print Agent Summary screen, shown below.
PRINT AGENT SUMMARY
REPT CMS1.0 10:04a 04/20
F1 Print Daily Agent Split Summary
F2 Print Cumulative Agent Split Summary
F8 Return to Print Reports Menu
PRINT AGENT SPLIT SUMMARY REPORT:
F10 -
Help
F Daily
F Cumltive
F Reports
1 Report 2 Report 8 Menu
You can request either a daily or a cumulative Agent Split Summary Report
from this screen.
The Daily Agent Split Report provides daily summary data for each agent in a
given split. There is a different Daily Agent Split Summary page for each
split.
This report can help you:
• Understand the skills of your top performers and transfer those skills to
other agents.
• Implement incentive programs by providing objective data about agent
activity.
During Night Service, only data on “other” calls are recorded in the Daily
Agent Split Summary Report. Time spent in the Logged Out or Night states
is not counted as time staffed in this report.
NOTE: If an agent serves in two different splits during the same hour,
it is a good idea to assign the agent a different agent ID for each split.
This keeps the report data separate. Otherwise, all data for that hour
will be shown as if the agent had been in the second split for the
whole hour.
7-6 Types of CMS Reports