ATT System 25 Call Management System Manual

WARNING
Several types of changes that you can make could affect the historical
data for a line group, agent, or split. These changes include:



or moving a line from one line group to another

or moving a line from one sub-group to another


Administer Line Groups screen

Administer Line Groups or the Admin Queued Transfer screen

Configure Splits screen
To keep your historical data accurate, print any outstanding
historical reports and delete the old historical data files before
making any of the...

Types of CMS Reports
The CMS reports are described individually in this order:





The first four reports give you the option of selecting either a Daily Report or
a Cumulative Report. You can choose to print all daily or all cumulative
reports at the same time by using the Print All Reports option described in
this section.
Daily reports cover one day‘s activities from 12:00 
A.M. through 11:59 P.M.
Many of the report statistics are based on activities completed during one
particular hour. If an...

How to Generate Reports
You can select and print MIS reports whenever you are not administering
CMS and are not using CMS to manage calls. (If you need to automatically
distribute calls when you are generating reports, follow the directions in
“Managing Calls When CMS is Not Running” in Section 9 of this manual.)
To generate a report, go to the CMS Menu and follow these steps:
1 Press [F5] (labeled Print Reports).
The Print Reports Menu screen, shown below, appears.
PRINT REPORTS MENUREPT CMS1.0 10:04a...

3 Press the function key for the type of report(s) you want to print.
– [F1] Print Agent Split Summary for all splits active.
– [F2] Print Split Report for all splits active.
– [F3] Print Line Group Report for all line groups active.
– [F4] Print Sub-Group Report for all line groups.
– [F5] Print All Reports (Fl, F2, F3, and F4) for all active line groups
and splits.
– [F7] Print Events Log Report.
If you select the Events Log Report, the error line reads:
Generating Events Log Report
and printing begins...

Agent Split Summary
DAILY AGENT SPLIT
SUMMARY REPORT
Press [F1] (labeled “Agent Summary”) on the Print Reports Menu screen to
reach the Print Agent Summary screen, shown below.
PRINT AGENT SUMMARYREPT CMS1.0 10:04a 04/20
F1 Print Daily Agent Split Summary
F2 Print Cumulative Agent Split Summary
F8 Return to Print Reports Menu
PRINT AGENT SPLIT SUMMARY REPORT:F10 -HelpF DailyF CumltiveF Reports
1 Report 2 Report8 Menu
You can request either a daily or a cumulative Agent Split Summary Report
from this...

To print the Daily Agent Split Summary Report:
1 Press [F1] (labeled “Daily Report”) on the Print Agent Summary screen.
The following prompt appears:
PRINT DAILY AGENT SUMMARY: Select Report Date: ___/___/___
2 If the date next to “Select Report Date” is correct, press [F8] (labeled
“Enter Data”).
If you want to select a different date than the one shown in the prompt,
enter the new date and press [F8] (labeled “Enter Data”).
A sample Daily Agent Split Summary is shown below.
DAILY AGENT SPLIT...

To print the Cumulative Agent Split Summary Report:
1
2
3Press [F2] (labeled “Cumltive Report”) on the Print Agent Summary
screen.
The following prompt appears:
PRINT CUMULATIVE REPORT BY DAY:
If the dates next to “Starting” and
Starting:___/___/___Ending: ___/___/___
Ending are correct, press [F8] (labeled
“Enter Data”).
If you want to use a different starting and/or ending date than the ones
shown in the prompt, enter the desired date(s) and press [F8] (labeled
“Enter Data”).
A sample Cumulative Agent...

Key to Agent Split Summary Data
The numbers in the following list correspond to the circled numbers in the
sample Agent Split Summary screen above.
NOTE: Activities in progress at the end of an hour are included in the
statistics for the hour in which the activities were completed.
AGENT
ACD CALLS
1 AgentThe agent’s last name (up to 12 characters) and
first name (up to 8 characters), as it appears in the
Agent Directory.
2 Num ACD
The number of completed ACD calls each agent
Callsserviced while logged...

OTHER CALLS
ADDITIONAL DATA
4 Avg After
Call
5 Avg Work
Time
6 Num Other
Calls
7 Avg Talk
Other
8 % ACD
Time
9 Total Time
Staffed
10 Split X
Totals
The average amount of time (in minutes and
seconds) the agent spent in each ACW state
period. It is calculated by adding up the amount
of time the agent spent in the ACW state (that is,
the time the light next to the agent’s ACW button
was lit and the agent station was on-hook),
divided by the number of ACD calls the agent
completed. If the agent did not...

Split Report
Press [F2] (labeled “Split Report”) on the Print Reports Menu screen to reach
the following Print Split Report screen.
PRINT SPLIT REPORTREPT CMS1.0 10:04a 04/20
F1 Print Daily Split Report
F2 Print Cumulative Split Report by Day
F3 Print Cumulative Split Report by Hour
F8 Return to Print Reports Menu
PRINT SPLIT REPORT:F1O - Help
F DailyF Cumltive F CumltiveF Reports
1 Report 2 Day Rep 3 Hour Rep8 Menu
You can request either a daily or cumulative Split Report from this screen.
DAILY SPLIT...