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
8s
7s
8s
15s
9s
8s
7s
1
1
2
0
0
1
1
0
2
05
20
36
29
20
25
31
30
31
61
0
2
5
1
4
3
4
2
00
0
0
0
0
0
0
0
0
0
2:56
3:46
2:40
3:26
2:25
3:36
2:04
2:17
3:20
2:214:44
4:44
5:21
3:50
9:15
9:30
10:49
5:37
5:15
8:4420
30
21
22
14
25
12
30
40
3
0:46
0:46
0:56
0:50
1:52
0:56
1:53
1:36
0:55
1:062.6
8.0
8.0
8.0
8.1
0.0
10.0
10.0
10.0
1.7
25%
35%
60%
44%
48%
55%
67%
39%
44%
67%80%
100%
92%
97%
95%
92%
84%
90%
90%
100%----------------------------------------------------------------------------------------------------------9s82332202:546:422171:057.648%92%
Note
1.  Call statistics are counted in the hour and day in which they complete.
CALL MANAGEMENT SYSTEM FOR THE WSYSTEM 25 PBX
Date Printed: 4/21/88/ Time Printed: 9:32am
CUMULATIVE SPLIT
REPORT
The Cumulative Split Report is identical in format to the Daily Split Report
with the following exceptions:



dates appear in the “Note” section at the bottom of the report.

Service mode for the entire duration of the hour are not included in the
report; these excluded Night Service hours are listed in the “Note” section
at the bottom of the report.

summary instead of an hourly summary. The first column of this report
lists the date summarized instead of the hour.
7-12 Types of CMS Reports 
						

							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 different starting and/or ending date for the
reports, enter the new date(s) and press [F8] (labeled “Enter Data”).
A sample Cumulative Split Report by Hour is shown below.
CUMULATIVE SPLIT REPORT
SPLIT 1: PUBLC
Period: 04/20/88 - 04/24/88
x ---------ACD CALLS--------- x  x -OTHER CALLS- x 
AvgSpeedAns
NumCallsAband
Num
ACD
Calls
Flow  Flow
In  OutAvgTalkTime
Avg
After
Call
NumOtherCAlls
AvgTalk
Other
Avg
Num
Pos
%
ACD
TimeTimeServ
Levl-----------------------------------------------------------------
7:00a
8:00a
9:00a
10:00a
11:00a
12:00p
1:00p
2:00p
3:00p
4:00p
13s
10s
9s
9s
8s
8s
11s
9s
8s
8s
1
3
3
6
2
1
3
1
3
018
100
109
90
69
75
76
79
84
125
10
7
11
7
9
7
7
9
10
0
0
0
0
0
0
0
0
02:40
2:38
2:31
2:33
1:59
2:44
2:28
2:21
2:51
2:311:46
2:18
5:23
6:28
10:57
7:47
11:066:01
6:25
9:2133
78
76
88
56
54
50
84
91
11
0:54
1:19
1:17
0:57
1:46
1:11
1:05
1:11
0:57
1:151.7
6.2
7.0
7.5
7.8
7.4
7.2
7.3
7.2
1.120%
33%
52%
45%
48%
45%
59%
38%
45%
56%83%
91%
92%
94%
91%
93%
87%
94%
90%
92%
------------------------------------------------------------------------9s23712730
2:326:396211:116.045%91%
Note
1.  Call statistics are counted in the hour and day in which they complete.
2.  Hours in which CMS was in Night Sevice for the entire duration of the
hour will not be included in the averages.
3.     NO CMS DATA EXISTS FOR THE FOLLOWING DAY(S)
04/24/88
CALL MANAGEMENT SYSTEM FOR THE SYSTEM 25 PBX
Date Printed: 4/25/88 Time Printed: 10:50pm
Types of CMS Reports 7-13 
						

							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. This is determined by dividing the wait time
for all completed calls in the split (the time from
when the call first reaches System 25 until it is
answered by an agent) by the number of
completed calls. Abandoned calls are not counted.
The waiting time for intraflowed calls is reflected
in the average speed of answer for both the main
and secondary splits; that is, the waiting time is
divided proportionally based on the amount of
time the call waited in each split.
7-14 Types of CMS Reports 
						

							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 completed calls intraflowed
from another split into this split during a given
hour. Abandoned calls are not included.
Intraflowed calls still in progress at the end of the
hour are included in the next hour’s data.
The total number of completed calls intraflowed
out of this split and answered by agents in
another split during a given hour. Abandoned
calls are not included.
The average amount of time (in minutes and
seconds) agents in the split spent on an ACD call.
The average includes time a call may have been
placed on hold by an agent. Calls still in progress
at the end of the hour are included in the next
hour’s data. Abandoned calls are not included.
The average amount of time (in minutes and
seconds) the agent spent in each After-Call-Work
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 number of non-ACD calls (incoming or
outgoing) completed by agents in the split during
a given hour. This includes calls transferred to a
specific agent by another agent, even if the calls
were originally ACD calls. The total includes data
from both Day and Night service.
The average amount of time (in minutes and
seconds) spent on non-ACD calls by agents in the
split during a given hour. The total includes data
from both Day and Night Service.
Types of CMS Reports 7-15 
						

							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 by the cumulative time the agents were
logged into the split during the hour.
13 Serv LevlThe percentage of completed calls that were
connected to an agent in the split within the
Service Level Limit. The value of the Service
Level Limit is set on the Set Options screen.
7-16 Types of CMS Reports 
						

							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 a daily or cumulative Line Group Report from this
screen.
The Daily Line Group Report gives hour-by-hour data for a given line group.
It includes data for every hour that CMS is in Day Service or Night Service
mode during the 24-hour period the report covers. You can use this
information to control your expenses for telephone lines. For instance:


even if agents seem to be handling calls quickly.

During Night Service, the Daily Line Group Report shows the number of calls
offered (calls that rang) per line group per hour, the average and total holding
times, and data on “other” calls.
To print the Daily Line Group Report:
1 Press [F1] (labeled “Daily Report”) on the Print Line Group Report screen.
The following prompt appears:
PRINT DAILY LINE GROUP REPORT: Select Report Date: ___/___/___
2 If the date next to “Select Report Date” is correct, press [F8] (labeled
“Enter Data” ).
Types of CMS Reports 7-17 
						

							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
---------------------------------------------------------7:00a
8:00a
9:00a
10:00a
11:00a
12:00p
1:00p
2:00p
3:00p
4:00p
0
0
0
0
0
0
0
0
0
05
21
36
24
19
20
31
26
30
71
1
2
0
0
1
1
0
2
04
20
34
24
19
19
30
26
28
72:42
4:05
2:53
3:51
3:45
3:37
3:28
3:21
3:56
3:3314m
86m
104m92m
71m
72m
107m87m
118m25m
0
0
1
0
0
0
1
0
0
00:00
0:00
3:20
0:00
0:00
0:00
2:44
0:00
0:00
0:00om
0m
3m
0m
0m
0m
3m
om
0m
0m0%
0%
5%
0%
0%
0%
4%
1%
3%
0%
-----------------------------------------------------------------021982113:33776m23:026m1%
Busiest hours:  1- 3:00p,  2- 1:00p,  3- 9:00a
Note1.  Call statistics are counted in the hour and day in which they complete.
CALL MANAGEMENT SYSTEM FOR THE SYSTEM 25 PBX
Date Printed: 3/21/88  Time Printed: 9:55am
CUMULATIVE LINE
GROUP REPORTThe Cumulative Line Group Report is identical in format to the Daily Line
Group Report with the following exceptions:



dates are listed in the “Note” section at the bottom of the report.

summary instead of an hourly summary. The first column of this report
lists the date summarized instead of the hour.
To print the Cumulative Line 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”).
7-18 Types of CMS Reports 
						

							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.
CUMULATIVE LINE GROUP REPORT
LINE GROUP A:  PUBLC
Period: 04/20/88 - 04/24/88
Size:  8 Lines
x --------ACD CALLS------------ x  x ----OTHER CALLS-- x
  Calls
Offered
Night Day
  Num
Calls
Aband
  Num
Calls
Handled
Avg
Hold
Time
Total
Hold
Time
  Num
Other
Calls
  Avg
Hold
Time
  Total
HoldTime
  % All
Lines
  BusyTime
--------------------------------------------------
7:00a
8:00a
9:00a
10:00a
11:00a
12:00p
1:00p
2:00p
3:00p
4:00p
0
0
0
0
0
0
0
0
0
013
93
106
83
64
65
74
73
75
14
1
3
3
6
2
1
3
1
3
012
90
103
77
62
64
71
72
72
143:01
3:17
2:59
3:03
3:21
2:59
3:25
3:06
3:18
3:3439m
305m
317m
254m
214m
194m
253m
226m
247m
50m
0
0
1
0
0
0
1
0
2
00:00
0:00
3:20
0:00
0:00
0:00
2:40
0:00
4:01
0:000m
0m
3m
0m
0m
0m
3m
0m
8m
0m
0%
2%
7%
5%
2%
0%
1%
0%
3%
0%
---------------------------------------------
0
660
236373:112099m43:31
14m2%
Busiest hours:  1- 9:00,  2- 8:00a,  3- 10:00a
Note
1.  Call statistics are counted in the hour and day in which they complete.
2.     NO CMS DATA EXISTS FOR THE FOLLOWING DAY(S)
04/20/88
CALL MANAGEMENT SYSTEM FOR THE SYSTME 25 PBX
Date printed: 3/25/88  Time Printed: 9:58pm
Types of CMS Reports 7-19 
						

							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 mode.
This total is equal to the sum of the Num Calls
Aband and the Num Calls Handled. Calls
answered at non-agent stations are not included.
The number of incoming calls to the line group
which were abandoned while CMS was in Day
Service mode.
7-20 Types of CMS Reports 
						

							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 cumulative
hold time (measured from the time the call reaches
System 25 to line disconnect, for both abandoned
and completed calls) by the Calls Offered Day.
The average does not include calls answered at
non-agent stations. Calls still in progress at the
end of the data collection hour are included in the
next hour’s data.
The total amount of time (to the nearest minute)
all lines were held (in use) by incoming calls. The
total includes times for serviced and abandoned
calls, and for calls placed during both Day and
Night Service, but does not include times for calls
answered at non-agent stations. Calls still in
progress at the end of the data collection hour are
reported with the statistics for the next hour.
The number of “other” calls on the line group’s
lines during the indicated hour. Outgoing calls
placed on CMS lines, incoming calls on CMS lines
that are answered at non-agent voice terminals
and incoming calls on CMS lines that have been
answered by an agent and then transferred to
another voice terminal are included. Calls still in
progress at the end of the hour are included in the
next hour’s data.
The average amount of time (in minutes and
seconds) each “other” call completed during the
reporting hour held a CMS line.
The total amount of time (to the nearest minute)
all lines were held (in use) by completed “other”
calls .
Types of CMS Reports
7-21