User`s guide

To print the Daily Agent Split Summary Report:
1 Press [F1] (labeled “Daily Report”) on the Print Agent Summary screen.
The following prompt appears:
PRINT DAILY AGENT SUMMARY: Select Report Date: ___/___/___
2 If the date next to “Select Report Date” is correct, press [F8] (labeled
“Enter Data”).
If you want to select a different date than the one shown in the prompt,
enter the new date and press [F8] (labeled “Enter Data”).
A sample Daily Agent Split Summary is shown below.
DAILY AGENT SPLIT SUMMARY
SPLIT 1: PUBLC
Date: 04/20/88
❘ ---------ACD CALLS--------- ❘ ❘ OTHER CALLS ❘
Num
ACD
Calls
Avg
Talk
Time
Avg
After
Call
Avg
Work
Time
Num
Other
Calls
Avg
Talk
Other
Total
Time
Staffed
Agent
---------------------------------------------------------------------------------
Fenton
Kesselring
Mack
Masson
Ong
Seiler
Stickler
Walsh
Woll
Yang
Scott
Ana
Joel
Bill
Ien
Linda
Craig
Jenny
Harvey
CJ
20
13
6
26
25
7
39
21
41
35
2:40
2:38
3:15
6:00
2:41
3:25
2:56
2:12
2:13
1:57
13:44
7:21
66:49
4:30
3:23
19:27
2:10
8:29
2:20
2:41
16:25
9:59
70:04
10:30
6:04
22:52
5:06
10:41
4:33
4:41
22
1
31
8
64
10
17
22
10
32
0:46
1:51
0:54
0:44
1:02
3:22
1:00
1:17
1:17
0:50
8.5hr
4.1hr
8.5hr
8.4hr
8.5hr
4.3hr
8.5hr
8.5hr
8.5hr
8.5hr
--------------------------------------------------------------------------------------------------------------
Split 1 Totals
233
2:54 6:42
9:36
217
1:05
76.3hr
Note
1. Call statistics are counted in the hour and day in which they complete.
2. Split totals may not be the sum of the agent total if agents have been
moved between splits within an hour.
CALL MANAGEMENT SYSTEM FOR THE SYSTEM 25 PBX
Date Printed: 2/21/88 Time Printed: 9:30am
CUMULATIVE AGENT
SPLIT SUMMARY REPORT
The Cumulative Agent Split Summary Report is identical in format to the
Daily Agent Split Summary Report except for the following:
•
•
•
The start and end dates are shown on the report instead of the single
report date.
The word “Cumulative” replaces the word "Daily" in the report title.
Days for which there are no CMS data do not appear in the report; these
dates are listed in the "Note" section at the bottom of the report.
Types of CMS Reports 7-7