User`s guide

Sub-Group Report
Press [F4] (labeled “Sub-Grp Report”) on the Print Reports Menu screen to
select the Print Sub-Group Report screen, shown below.
PRINT SUB-GROUP REPORT
REPT CMS1.0 10:04a 04/20
F1 Print Daily Sub. Group Report
F2 Print Cumulative Sub-Group Report by Day
F3 Print Cumulative Sub-Group Report by Hour
F8 Return to Print Reports Menu
PRINT SUB-GROUP REPORT:
F1O
- Help
F Daily
F Cumltive F Cumltive
F Reports
l Report 2 Day Rep 3 Hour Rep
8 Menu
You can request either a daily or cumulative Sub-Group Report from this
screen.
DAILY SUB-GROUP
The Daily Sub-Group Report allows you to generate a report by sub-group on
REPORT
all line sub-groups.
Similar to the Daily Line Group Report, this report gives
you hour-by-hour data for all lines within a line sub-group. For example, Bon
Voyage Travel has a line group called BUSNS (the Business Line Group)
whose lines are divided into two sub-groups, one sub-group containing four
WATS lines and another sub-group containing two local lines. The firm uses
the Daily Sub-Group Report to find out how each of the two sub-groups is
doing. As with the Daily Line Group Report, you can detect the following
situations which may occur:
• A high number of abandoned calls, indicating that there are too few
agents to handle calls to the line group.
• Frequent periods when all the lines in this sub-group are busy, indicating
that you should consider adding more lines.
• Frequent periods when there is light call traffic, indicating you may want
to consider eliminating lines.
For hours that CMS was in Night Service mode, the Daily Sub-Group Report
shows the number of calls offered (calls that rang) per line (in the sub-group)
per hour, the average and total holding times, and data on “other” calls. (All
calls during Night Service are reported as “Othr”.)
Types of CMS Reports 7-23