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 changes listed. The historical files are located in
the directory \cms\cmsrept. For instructions on deleting files, see
the MS-DOS user’s guide that came with your PC.
7-2 Overview 
						

							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 activity is still in progress at the end of an hour, its
data are not included in that hour’s statistics. Instead, those data are
included in the statistics for the hour in which the activity is completed.
For instance, one line of a daily report might show data collected from 3:00
P.M. through 3:59 P.M. The next line would show data collected from 4:00
through 4:59. If a call was answered at 3:50 and ended at 4:05, that call
would be included in the statistics on the 4:00 line. This makes it possible for
some statistics, such as the holding time of a line, to show more than 60
minutes of activity within a single hour.
In the reports, the term ACD (Automatic Call Distributor) calls refers to
incoming calls on CMS or transfer-queue lines that were handled by CMS
agents.
Cumulative reports cover activities that span anywhere from 2 to 93 days,
inclusive, thus allowing you to generate quarterly reports. The Split, Line
Group, and Sub-Group Reports break this down even further by allowing
you to select cumulative reports that cover activities by the hour or by the
day.
The Events Log Report lists the 200 most recent exceptions and system
messages. Depending on how often exceptions and system messages occur in
your system, this report may span several days or part of one day.
Types of CMS Reports 7-3 
						

							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 04/20
Print Reports Menu
F1 Print Agent Split Sumary
F2 Print Split Report
F3 Print Line Group Report
F4 Print Sub-Group Report
F5 Print All Reports (Fl, F2, F3, & F4)
F7 Print Events Log Report
F8 Exit Reports (Go to CMS Menu)
Turn on Printer and Align Paper. (When Ready, Select a Labeled Function Key)
F AgentF Split
FLine Grp FSub-Grp F AllF Events F Exit
1Summary 2 Report 3 Report 4 Report 5
7Log Rept 8Reports
2 To get the printer ready:
a Turn on the printer.
b Press the Ready button.
(The Ready light goes off.)
c Press the Form Feed button.
d Align the paper and press the Ready button.
(The Ready light goes on.)
If you have trouble with your printer, refer to “Printer Problems” in
Section 9.
7-4 Types of CMS Reports 
						

							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 automatically. Go to step 5.
4 If you press function key F1 through F5, you are prompted to select a
daily or cumulative report (or all daily or cumulative reports).
If you select a daily report (or all daily reports), the following prompt
appears:
PRINT [report name]: Select Report Date: mm/dd/yy
where mm/dd/yy is the current date or the date of the last report
requested.
If the date that you see in the prompt is correct, press 
[F8] (labeled
“Enter Data” ).
If you want to select a different date than the one shown in the
prompt, enter a new date (for instance, 05/19/88 for May 19, 1988) and
press 
[F8] (labeled “Enter Data”).
If you select a cumulative report (or all cumulative reports), one of
these prompts appears, according to the type of cumulative report you
have chosen:
PRINT CUMULATIVE REPORT BY DAY: Starting:___/___/___Ending:___/___/___
or
PRINT CUMULATIVE REPORT BY HOUR: Starting:___/___/___Ending:___/___/___
If the starting and ending dates shown in the prompt are correct,
press [F8] (labeled “Enter Data”).
If you want to select a different starting and/or ending date, enter the
new date(s) (for instance, 06/10/88 for June 10, 1988) and press 
[F8]
(labeled “Enter Data”).
After you supply the date, the error line reads:
Generating [report name]…
5 Press another function key to select another report or press [F8] (labeled
“Exit Reports”) to return to the CMS Menu.
Types of CMS Reports 7-5 
						

							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 screen.
The Daily Agent Split Report provides daily summary data for each agent in a
given split. There is a different Daily Agent Split Summary page for each
split.
This report can help you:

other agents.

activity.
During Night Service, only data on “other” calls are recorded in the Daily
Agent Split Summary Report. Time spent in the Logged Out or Night states
is not counted as time staffed in this report.
NOTE: If an agent serves in two different splits during the same hour,
it is a good idea to assign the agent a different agent ID for each split.
This keeps the report data separate. Otherwise, all data for that hour
will be shown as if the agent had been in the second split for the
whole hour.
7-6 Types of CMS Reports 
						

							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 SUMMARYSPLIT 1: PUBLC
Date: 04/20/88
x ---------ACD CALLS--------- x  x OTHER CALLS x Num
ACD
Calls
AvgTalkTime
Avg
After
Call
AvgWork
TimeNumOtherCalls
AvgTalkOther
TotalTimeStaffedAgent---------------------------------------------------------------------------------
FentonKesselring
MackMassonOngSeiler
Stickler
Walsh
Woll
Yang
Scott
Ana
Joel
Bill
Ien
Linda
Craig
Jenny
Harvey
CJ
20
13
6
26
25
7
39
21
41
35
2:40
2:38
3:15
6:00
2:41
3:25
2:56
2:12
2:13
1:5713:44
7:21
66:49
4:30
3:23
19:27
2:10
8:29
2:20
2:41
16:25
9:59
70:04
10:30
6:04
22:52
5:06
10:41
4:33
4:41
22
1
31
8
64
10
17
22
10
32
0:46
1:51
0:54
0:44
1:02
3:22
1:00
1:17
1:17
0:508.5hr
4.1hr
8.5hr
8.4hr
8.5hr
4.3hr
8.5hr
8.5hr
8.5hr
8.5hr
--------------------------------------------------------------------------------------------------------------
Split 1 Totals2332:546:429:362171:0576.3hr
Note1.  Call statistics are counted in the hour and day in which they complete.
2.  Split totals may not be the sum of the agent total if agents have been
moved between splits within an hour.
CALL MANAGEMENT SYSTEM FOR THE SYSTEM 25 PBX
Date Printed: 2/21/88 Time Printed:  9:30am
CUMULATIVE AGENT
SPLIT SUMMARY REPORTThe Cumulative Agent Split Summary Report is identical in format to the
Daily Agent Split Summary Report except for the following:


The start and end dates are shown on the report instead of the single
report date.
The word “Cumulative” replaces the word Daily in the report title.
Days for which there are no CMS data do not appear in the report; these
dates are listed in the Note section at the bottom of the report.
Types of CMS Reports 7-7 
						

							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 Split Summary Report is shown below.
CUMULATIVE AGENT SPLIT SUMMARY
SPLIT 1: PUBLC
Period of:  04/20/88 - 04/24/88
x ---------ACD CALLS--------- x   x OTHER CALLS x  NumACDCalls
Avg
Talk
TimeAvgAfterCall
AvgWork
TimeNumOther
CallsAvgTalkOther
%ACDTime
TotalTimeStaffedAgent---------------------------------------------------------------------------------------------Fenton
Kesselring
Leonard
Mack
Masson
Ong
Seiler
Stickler
Walsh
Woll
YangScott
Ana
Mike
Joel
Bill
Ien
Linda
Craig
Jenny
Harvey
CJ
48
118
53
17
65
64
31
51
70
103
92
2:25
2:09
2:22
2:17
2:20
2:51
2:31
4:40
2:26
2:05
2:3016:16
2:08
5:22
3:34
13:09
12:31
14:02
4:10
3:17
3:57
4:36
18:41
4:17
7:44
5:51
15:29
15:22
16:33
8:49
5:43
6:02
7:0642
33
22
8
67
96
43
19
165
78
48
1:35
1:00
0:48
1:56
1:06
1:28
1:27
0:46
1:12
0:52
0:5159%
33%
40%
45%
58%
56%
52%
45%
26%
37%
43%25.4hr
25.4hr
17.0hr
3.7hr
29.0hr
29.2hr
16.3hr
16.8hr
25.3hr
28.2hr
25.4hr
--------------------------------------------------------------------------------------------------------------
Split 1 Totals7122:326:399:116211:1145%241.6hr
Note
1.  Call statistics are counted in the hour and day in which they complete.
2.  Split totals may not be the sum of the agent totals if agents have been
moved between splits within an hour.
CALL MANAGEMENT SYSTEM FOR THE SYSTEM 25 PBX
Date Printed: 4/25/88 Time Printed: 9:31am
7-8 Types of CMS Reports 
						

							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 into this split. The total
includes intraflowed calls serviced by the agent.
Abandoned calls are not included.
3 Avg Talk
The average amount of time (in minutes and
Timeseconds) the agent spent on each ACD call. The
total includes intraflowed calls serviced by the
agent.Abandoned calls are not included.
Types of CMS Reports 
7-9 
						

							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 complete any
ACD calls, the cumulative, instead of the average,
ACW time is shown.
The average amount of time (in minutes and
seconds) spent on CMS-related work (the sum of
the ACD Avg Talk Time and the ACD Avg After
Call time).
The number of non-ACD calls completed by the
agent during the data collection period. The
figure includes data from both Day and Night
Service. Both incoming and outgoing calls are
included.
The average amount of time the agent spent on
each non-ACD call. The figure includes data from
both Day and Night Service.
The percentage of time the agent spent on CMS-
related work (on ACD calls and in the After-Call-
Work state). It is calculated as follows: 100%
multiplied by the Avg Work Time multiplied by
the Num ACD Calls divided by the Total Time
Staffed.
The total amount of time (rounded to the nearest
tenth of an hour) the agent was logged into a
given split on a particular day (and under a given
ID).
Totals and averages for split number X in each of
the above categories.
7-10 Types of CMS Reports 
						

							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 REPORTThe Daily Split Report shows the statistics for a particular split by hour and
summarized for each hour (up to 24 hours) that CMS was managing calls.
During Night Service, only data on “other” calls are recorded in the Daily
Split Report an example of which is shown on the following page. You can
use this report to:



To
1
2
3
Compare the performance of splits that answer similar calls.
Pinpoint peak calling hours for each split and staff the splits accordingly.
See if the splits are reaching your target service level.
print the Daily Split Report:
Press 
[F1] (labeled “Daily Report”) on the Print Split Report screen.
The following prompt appears:
PRINT DAILY SPLIT REPORT: Select Report Date: ___/___/___
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“).
Types of CMS Reports 7-11