User`s guide

OTHER CALLS
3 Num Calls
Aband
4 Num ACD
Calls
5 Flow In
6 Flow Out
7 Avg Talk
Time
8 Avg After
Call
9 Num Other
Calls
10 Avg Talk
Other
The number of ACD calls which were
disconnected before reaching the Abandoned vs.
Incoming Call Threshold set by the CMS
Supervisor on the Set Options screen.
The total number of completed ACD calls to
agents during a given hour. Abandoned calls are
not counted. Calls still in progress at the end of
the hour are included in the next hour’s data.
The total number of completed calls intraflowed
from another split into this split during a given
hour. Abandoned calls are not included.
Intraflowed calls still in progress at the end of the
hour are included in the next hour’s data.
The total number of completed calls intraflowed
out of this split and answered by agents in
another split during a given hour. Abandoned
calls are not included.
The average amount of time (in minutes and
seconds) agents in the split spent on an ACD call.
The average includes time a call may have been
placed on hold by an agent. Calls still in progress
at the end of the hour are included in the next
hour’s data. Abandoned calls are not included.
The average amount of time (in minutes and
seconds) the agent spent in each After-Call-Work
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 number of non-ACD calls (incoming or
outgoing) completed by agents in the split during
a given hour. This includes calls transferred to a
specific agent by another agent, even if the calls
were originally ACD calls. The total includes data
from both Day and Night service.
The average amount of time (in minutes and
seconds) spent on non-ACD calls by agents in the
split during a given hour. The total includes data
from both Day and Night Service.
Types of CMS Reports 7-15