User`s guide
Events Log Report
The Events Log Report lists the 200 most recent exceptions and system
messages, along with the date and time they occurred. Depending on how
often exceptions and system messages occur in your system, this report may
span several days or part of one day. Below is a portion of a sample Events
Log Report.
EVENTS LOG REPORT
Page 1
Time Date
Event
8:11a
9:15a
9:27a
10:03a
10:21a
11:20a
11:32a
11:54a
12:04p
12:33p
1:15p
1:17p
1:24p
1:56p
2:12p
2:16p
2:19p
2:25p
2:56p
05/19
05/19
05/19
05/19
05/19
05/19
05/19
05/19
05/19
05/19
05/19
05/19
05/19
05/19
05/19
05/19
05/19
05/19
05/19
Day
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Service
Group C
Split 1
Group A
Split 3
Split 2
Split 1
Split 1
Group A
Split 3
Split 2
Split 1
Split 3
Split 1
Split 1
Split 1
Split 2
Split 1
Split 1
Now
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In Effect
All Lines Busy > = 240 seconds
Agent JOEL - Refused Calls
Line L3071 - Hold Time > = 8 minutes
Agent DON - Talk Time > = 480 seconds
# Abandoned Calls > = 3
Oldest Call Waiting > = 45 seconds
Agent JENNY - Refused Calls
Line L3072 - Hold Time > = 8 minutes
Oldest Call Waiting > = 30 seconds
Agent BERNE - Refused Calls
# Abandoned Calls > = 4
Agent ALLAN - Talk Time > =480 seconds
Agent SCOTT - Refused Calls
Oldest Call Waiting > =45 seconds
Agent BILL - Refused Calls
# Calls Waiting > = 2
# Abandoned Calls > = 4
Agent Scott = Refused Calls
You can use information on the Events Log Report to spot problems such as
these:
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•
•
Split staffing or configuration problems
By monitoring the Abandoned Call, Average Speed of Answer and Oldest
Call Waiting exceptions, you can determine if you need to add more
agents or activate intraflow during peak hours.
Exception thresholds that are set too low
For instance, if you receive many exception messages for Talk Time, Agent
Logout ACW, or time spent in the ACW state, exception thresholds you
are using may not be realistic.
Line problems
For instance, frequent minimum holding time exceptions for a particular
line may indicate the line is faulty. Frequent All Lines Busy exceptions
may indicate that you need more lines
or
that agents need to handle calls
faster.
You can also use this report to see how effectively dynamic reconfiguration
was used during each shift. If many exceptions are listed for a single shift,
the exception thresholds may be set too low or the information from the
status screens may not have been used effectively.
Types of CMS Reports
7-31