ATT System 25 Call Management System Manual

The following is a sample Daily Split Report.
Time
DAILY SPLIT REPORT
SPLIT 1: PUBLC
Date: 04/20/88
x ----------ACD CALLS--------- x  x -OTHER CALLS- x  AvgSpeedAns
NumCalls
AbandNumACDCallsFlowInFlowOut
AvgTalkTime
AvgAfterCall
NumOtherCalls
AvgTalkOther
AvgNum
Pos%ACDTimeServ
Levl
-------------------------------------------------------------------------------------------------------------------------------------------------------
7:00a
8:00a
9:00a
10:00a
11:00a
12:00p
1:00p
2:00p
3:00p
4:00p
12s
8s
8s...

To print the Cumulative Split Report:
1 Press the function key that corresponds to the desired cumulative report,
either [F2] (labeled “Cumltive Day Rep”) or [F3] (labeled “Cumltive Hour
Rep”).
One of the following prompts appears:
PRINT CUMULATIVE REPORT BY DAY: Starting: ___/___/___Ending: ___/___/___
or
PRINT CUMULATIVE REPORT BY HOUR: Starting: ___/___/___Ending: ___/___/___
2 If the dates next to “Starting” and “Ending” are correct, press [F8] (labeled
“Enter Data”).
If you want to select a...

Key to Daily Split Report Data
TIME
ACD CALLS
The numbers in the following list correspond to the numbers circled in the
sample Daily Split Report above.
1 TimeThe start time of each data collection hour. Hours
in which no agents were logged into the split
during Day Service mode, or no calls were placed
or received at an agent station during Night
Service mode, are not shown on the report.
2 Avg SpeedThe average speed of answering for ACD calls
Ans
answered by agents in the split during a given
hour....

OTHER CALLS
3 Num Calls
Aband
4 Num ACD
Calls
5 Flow In
6 Flow Out
7 Avg Talk
Time
8 Avg After
Call
9 Num Other
Calls
10 Avg Talk
OtherThe number of ACD calls which were
disconnected before reaching the Abandoned vs.
Incoming Call Threshold set by the CMS
Supervisor on the Set Options screen.
The total number of completed ACD calls to
agents during a given hour. Abandoned calls are
not counted. Calls still in progress at the end of
the hour are included in the next hour’s data.
The total number of...

ADDITIONAL DATA11 Avg NumThe average number of agent stations (to the
Posnearest “tenth of an agent”) staffed during a given
hour. The average is determined by dividing the
total number of minutes all agents in the split are
logged in during the hour by 60.
12 % ACDThe percentage of time agents spent on CMS-
Timerelated work (on ACD calls and in the ACW
state). It is calculated by taking the sum of the
time spent on ACD calls plus the time spent in the
ACW state and multiplying by 100% and then
dividing...

Line Group Report
DAILY LINE GROUP
REPORT
Press [F3] (labeled “Line Grp Report”) on the Print Reports Menu screen to
select the Print Line Group Report screen, shown below.
PRINT LINE GROUP REPORTREPT CMS1.0 10:04a 04/20
F1 Print Daily Line Group Report
F2 Print Cumulative Line Group Report by Day
F3 Print Cumulative Line Group Report by Hour
F8 Return to Print Reports Menu
PRINT LINE GROUP REPORT:F1O -Help
F Daily
F Cumltive F CumltiveF Reports
1 Report 2 Day Rep 3 Hour Rep8 Menu
You can request either...

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 Line Group Report is shown below.
DAILY LINE GROUP REPORT
LINE GROUP A: PUBLC
Date:  04/20/88Size:  8 Lines
x ---------ACD CALLS------------ x  x ----OTHER CALLS--- x 
  Calls
Offered
Night  Day
  Num CallsAband
   Num
 Calls
Handled
Avg
Hold
TimeTotal
HoldTime
 Num
Other
Calls
Avg
Hold
Time  Total
Hold
Time
  % All
Lines
  BusyTime...

One of the following prompts appears:
PRINT CUMULATIVE REPORT BY DAY: Starting: ___/___/___Ending: ___/___/___
or
PRINT CUMULATIVE REPORT BY HOUR: Starting: ___/___/___Ending: ___/___/___
2 If the dates next to “Starting” and Ending are correct, press [F8] (labeled
“Enter Data”).
If you want to select a different starting and/or ending date than the ones
shown in the prompt, enter the new date(s) and press 
[F8] (labeled “Enter
Data).
A sample Cumulative Line Group Report by Hour is shown below....

Key to Line Group Report Data
TIME
ACD CALLS
The numbers in the following list correspond with the circled numbers in the
above sample Line Group Report.
1 Time
2 Calls
Offered Night
3 Calls
Offered Day
4 Num Calls
Aband
The start time of the data collection hour.
The number of ACD calls to the line group during
each hour CMS was in Night Service mode. The
figure does not include calls answered at non-agent
stations.
The number of ACD calls to a line group during
each hour while CMS was in Day Service...

OTHER CALLS
5 Num Calls
Handled
6 Avg Hold
Time
7 Total Hold
Time
8 Num Other
Calls
9 Avg Hold
Time
10 Total Hold
Time
The number of completed ACD calls (including
intraflowed calls) to the line group while CMS was
in Day Service mode. Calls still in progress at the
end of the data collection hour are included in the
next hour’s data. Abandoned calls are not
included.
The average amount of time (in minutes and
seconds) each incoming call held a line. Avg Hold
Time is determined by dividing the...