User`s guide

Key to Daily Split Report Data
TIME
ACD CALLS
The numbers in the following list correspond to the numbers circled in the
sample Daily Split Report above.
1 Time The start time of each data collection hour. Hours
in which no agents were logged into the split
during Day Service mode, or no calls were placed
or received at an agent station during Night
Service mode, are not shown on the report.
2 Avg Speed The average speed of answering for ACD calls
Ans
answered by agents in the split during a given
hour. This is determined by dividing the wait time
for all completed calls in the split (the time from
when the call first reaches System 25 until it is
answered by an agent) by the number of
completed calls. Abandoned calls are not counted.
The waiting time for intraflowed calls is reflected
in the average speed of answer for both the main
and secondary splits; that is, the waiting time is
divided proportionally based on the amount of
time the call waited in each split.
7-14 Types of CMS Reports