ATT System 25 Call Management System Manual

ADDITIONAL DATA11 % All Lines
The percentage of time in a given hour that all
Busylines (both CMS and transfer-queue lines) in the
line group were simultaneously busy.
12 BusiestThe three data collection hours with the largest
HoursACD Calls Total Hold Time values appear, in
descending order, under the totals line. Fewer
than three hours will appear if there were fewer
than three hours in which calls were handled.
7-22 Types of CMS Reports 

Sub-Group Report
Press [F4] (labeled “Sub-Grp Report”) on the Print Reports Menu screen to
select the Print Sub-Group Report screen, shown below.
PRINT SUB-GROUP REPORTREPT CMS1.0 10:04a 04/20
F1 Print Daily Sub. Group Report
F2 Print Cumulative Sub-Group Report by Day
F3 Print Cumulative Sub-Group Report by Hour
F8 Return to Print Reports Menu
PRINT SUB-GROUP REPORT:F1O- Help
F DailyF Cumltive F CumltiveF Reports
l Report 2 Day Rep 3 Hour Rep8 Menu
You can request either a daily or cumulative Sub-Group...

To print the Daily Sub-Group Report:
1 Press [F1] (labeled “Daily Report”) on the Print Sub-Group Report screen.
The following prompt appears:
PRINT DAILY SUB-GROUP REPORT: Select Report Date: ___/___/___
2 If the date next to “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 typical Daily Sub-Group Report is shown below.
DAILY LINE SUB - GROUP REPORT
SUB - GROUP:...

To print the Cumulative Sub-Group 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 Sub-Group Report Data
TIME
ACD CALLS
The numbers in the following list correspond with the circled numbers in the
sample Daily Sub-Group Report above.
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 sub-group
during each hour the CMS was in Night Service
mode. The figure does not include calls answered
at non-agent stations.
The number of ACD calls to the line sub-group
during each hour the CMS...

OTHER CALLS
5 Num CallsThe number of completed ACD calls (including
Handledintraflowed calls) to the line sub-group while the
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.
6 Avg HoldThe average amount of time (in minutes and
Timeseconds) each incoming call held a line in the
sub-group. Avg Hold Time is determined by
dividing the cumulative hold time (measured from
time the call reaches...

ADDITIONAL DATA11 % All LinesThe percentage of time in a given hour that all
BusyCMS and transfer-queue lines in the line sub-
group were simultaneously busy.
12 BusiestThe three data collection hours with the largest
HoursACD Calls Total Hold Time values appear, in
descending order, under the totals line. Fewer
than three hours will appear if there were fewer
than three hours in which calls were handled.
7-28 Types of CMS Reports 

Print All Reports
Press [F5] (labeled “All”) on the Print Reports Menu screen to print all four
types of reports.
A sample Print All Report screen appears below.
PRINT ALL REPORTREPT CMS1.O 10:04a 04/20
F1 Print All Daily Reports
F2 Print All Cumulative Reports by Day
F3 Print All Cumulative Reports by Hour
F8 Return to Print Reports Menu
PRINT ALL REPORTS: (Agent Split Summary Not Computed by Hour)F1O -Help
F Daily
F Cunltive F CumltiveF Reports
1 Reports 2 Day Reps 3 Hour Rep8 Menu
You can request...

ALL CUMULATIVEIf you want to print all four types of cumulative reports, follow this
REPORTSprocedure:
1 Press the function key that corresponds to the desired cumulative report,
either [F2] (labeled “Cumltive Day Reps”) 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,...

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 REPORTPage 1
Time  DateEvent
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...