User`s guide

To print the Cumulative Agent Split Summary Report:
1
2
3
Press [F2] (labeled “Cumltive Report”) on the Print Agent Summary
screen.
The following prompt appears:
PRINT CUMULATIVE REPORT BY DAY:
If the dates next to “Starting” and
Starting:___/___/___ Ending: ___/___/___
"Ending" are correct, press [F8] (labeled
“Enter Data”).
If you want to use a different starting and/or ending date than the ones
shown in the prompt, enter the desired date(s) and press [F8] (labeled
“Enter Data”).
A sample Cumulative Agent Split Summary Report is shown below.
CUMULATIVE AGENT SPLIT SUMMARY
SPLIT 1: PUBLC
Period of: 04/20/88 - 04/24/88
❘ ---------ACD CALLS--------- ❘ ❘ OTHER CALLS ❘
Num
ACD
Calls
Avg
Talk
Time
Avg
After
Call
Avg
Work
Time
Num
Other
Calls
Avg
Talk
Other
%
ACD
Time
Total
Time
Staffed
Agent
---------------------------------------------------------------------------------------------
Fenton
Kesselring
Leonard
Mack
Masson
Ong
Seiler
Stickler
Walsh
Woll
Yang
Scott
Ana
Mike
Joel
Bill
Ien
Linda
Craig
Jenny
Harvey
CJ
48
118
53
17
65
64
31
51
70
103
92
2:25
2:09
2:22
2:17
2:20
2:51
2:31
4:40
2:26
2:05
2:30
16:16
2:08
5:22
3:34
13:09
12:31
14:02
4:10
3:17
3:57
4:36
18:41
4:17
7:44
5:51
15:29
15:22
16:33
8:49
5:43
6:02
7:06
42
33
22
8
67
96
43
19
165
78
48
1:35
1:00
0:48
1:56
1:06
1:28
1:27
0:46
1:12
0:52
0:51
59%
33%
40%
45%
58%
56%
52%
45%
26%
37%
43%
25.4hr
25.4hr
17.0hr
3.7hr
29.0hr
29.2hr
16.3hr
16.8hr
25.3hr
28.2hr
25.4hr
--------------------------------------------------------------------------------------------------------------
Split 1 Totals
712
2:32
6:39
9:11
621
1:11 45%
241.6hr
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 totals if agents have been
moved between splits within an hour.
CALL MANAGEMENT SYSTEM FOR THE SYSTEM 25 PBX
Date Printed: 4/25/88 Time Printed: 9:31am
7-8 Types of CMS Reports