Specifications

CHAPTER 8 NDA-24213
Page 144
Issue 3.0
MIS Menu Commands
Reports Menu
6.3 Split Reports
Figure 8-54 Split Reports Menu
The Split Reports show split activity with respect to the following parameters (defined in Chapter 12, “MIS
Statistical Definitions and Methods”):
The
All
option on the submenu calls up all the individual the Split Reports listed above it.
• Total Calls Received • Average Delay Time Abandoned
• Total Calls Answered • Average Delay Time Overflowed
• Total Calls Abandoned • Total Staff Time
• Total Calls Overflowed • Total Ready Time
• Percentage of Calls Abandoned • Total Ring Time
• Average Speed of Answer • Total Talk Time
• Longest Waiting Call • Average Talk Time
• Grade of Service • Total Hold Time
• Total ACD Calls Received • Total Work Time
• Total ACD Calls Answered • Total Break Time
• Total ACD Calls Abandoned • Time in Each Break Mode
• Total ACD Calls Overflowed • Answer Delay Time
• Total ACD Calls Transferred • Abandon Delay Time
• Average ACD Talk Time