Specifications

CHAPTER 8 NDA-24213
Page 148
Issue 3.0
MIS Menu Commands
Reports Menu
6.3.4 Split Staffing Report
Figure 8-58 Split Staffing Report
The Split Staffing Report lists the amount of time the agents in the split spent in specific states (such
as Ready, Ring, Talk, Hold, Work and Break).
The
TOTAL
line at the end of the report gives the sum of the time amounts, and a second line,
TOTAL (%)
, provides the percentages of each total in relation to the total time available. An
explanation of the procedures used for calculating these percentages is in Chapter 12, “MIS Statistical
Definitions and Methods.”
This report can be generated for a single split or for all available splits.