User`s guide

Key to Agent Split Summary Data

The numbers in the following list correspond to the circled numbers in the

sample Agent Split Summary screen above.

NOTE:

Activities in progress at the end of an hour are included in the

statistics for the hour in which the activities were completed.

AGENT

ACD CALLS

1 Agent

The agent’s last name (up to 12 characters) and

first name (up to 8 characters), as it appears in the

Agent Directory.

Num ACD

The number of completed ACD calls each agent

Calls

serviced while logged into this split. The total

includes intraflowed calls serviced by the agent.

Abandoned calls are not included.

Avg Talk

The average amount of time (in minutes and

Time

seconds) the agent spent on each ACD call. The

total includes intraflowed calls serviced by the

agent. Abandoned calls are not included.

Types of CMS Reports

7-9