User`s guide

OTHER CALLS
ADDITIONAL DATA
4 Avg After
Call
5 Avg Work
Time
6 Num Other
Calls
7 Avg Talk
Other
8 % ACD
Time
9 Total Time
Staffed
10 Split X
Totals
The average amount of time (in minutes and
seconds) the agent spent in each ACW state
period. It is calculated by adding up the amount
of time the agent spent in the ACW state (that is,
the time the light next to the agent’s ACW button
was lit and the agent station was on-hook),
divided by the number of ACD calls the agent
completed. If the agent did not complete any
ACD calls, the cumulative, instead of the average,
ACW time is shown.
The average amount of time (in minutes and
seconds) spent on CMS-related work (the sum of
the ACD Avg Talk Time and the ACD Avg After
Call time).
The number of non-ACD calls completed by the
agent during the data collection period. The
figure includes data from both Day and Night
Service. Both incoming and outgoing calls are
included.
The average amount of time the agent spent on
each non-ACD call. The figure includes data from
both Day and Night Service.
The percentage of time the agent spent on CMS-
related work (on ACD calls and in the After-Call-
Work state). It is calculated as follows: 100%
multiplied by the Avg Work Time multiplied by
the Num ACD Calls divided by the Total Time
Staffed.
The total amount of time (rounded to the nearest
tenth of an hour) the agent was logged into a
given split on a particular day (and under a given
ID).
Totals and averages for split number X in each of
the above categories.
7-10 Types of CMS Reports