User`s guide

ADDITIONAL DATA
11 Avg Num The average number of agent stations (to the
Pos nearest “tenth of an agent”) staffed during a given
hour. The average is determined by dividing the
total number of minutes all agents in the split are
logged in during the hour by 60.
12 % ACD
The percentage of time agents spent on CMS-
Time related work (on ACD calls and in the ACW
state). It is calculated by taking the sum of the
time spent on ACD calls plus the time spent in the
ACW state and multiplying by 100% and then
dividing by the cumulative time the agents were
logged into the split during the hour.
13 Serv Levl
The percentage of completed calls that were
connected to an agent in the split within the
Service Level Limit. The value of the Service
Level Limit is set on the Set Options screen.
7-16 Types of CMS Reports