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 Report from this
screen.
DAILY SUB-GROUPThe Daily Sub-Group Report allows you to generate a report by sub-group on
REPORTall line sub-groups.Similar to the Daily Line Group Report, this report gives
you hour-by-hour data for all lines within a line sub-group. For example, Bon
Voyage Travel has a line group called BUSNS (the Business Line Group)
whose lines are divided into two sub-groups, one sub-group containing four
WATS lines and another sub-group containing two local lines. The firm uses
the Daily Sub-Group Report to find out how each of the two sub-groups is
doing. As with the Daily Line Group Report, you can detect the following
situations which may occur:

agents to handle calls to the line group.

that you should consider adding more lines.

to consider eliminating lines.
For hours that CMS was in Night Service mode, the Daily Sub-Group Report
shows the number of calls offered (calls that rang) per line (in the sub-group)
per hour, the average and total holding times, and data on “other” calls. (All
calls during Night Service are reported as “Othr”.)
Types of CMS Reports 7-23 
						

							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: PLLINE GROUP A: PUBLCDate:  04/20/88
Size: 4 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
CallsAvg
HoldTime
  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
03
12
21
12
11
11
19
17
16
41
0
1
0
0
0
1
0
1
0212
20
12
11
11
18
17
15
4
2:39
4:02
3:05
3:59
3:51
3:01
3:16
3:03
3:51
3:327m
49m
68m
51m
43m
30m
61m
50m
61m
14m0
0
1
0
0
0
0
0
0
00:00
0:00
3:20
0:00
0:00
0:00
0:00
0:00
0:00
0:000m
0m
3m
0m
0m
0m
0m
0m
0m
0m0%
1%
3%
0%
0%
0%
2%
0%
1%
0%
------------------------------------------------------------------012641223:26434m13:203m1%
Busiest hours:  1 - 9:00a.  2- 1:00p.  3- 3:00p
Note
1.  Call statistics are counted in the hour and day in which they complete.
CALL MANGEMENTS SYSTEM FOR THE SYSTEM 25 PBX
Date Printed: 4/21/88 Time Printed: 2:16pm
CUMULATIVE SUB-
GROUP REPORTThe Cumulative Sub-Group Report is identical to the Daily Sub-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.
7-24 Types of CMS Reports 
						

							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 different starting and/or ending date, enter the new
date(s) and press [F8] (labeled “Enter Data”).
A sample Cumulative Sub-Group Report by Hour is shown below.
CUMULATIVE LINE SUB - GROUP REPORT
SUB - GROUP: PLof LINE GROUP A: PUBLCPeriod: 04/20/88 - 04/24/88
Size:  4 Lines
x ---------ACD CALLS------------ x   x --OTHER CALLS--- x 
  Calls
Offered
Night Day
  Num
Calls
Aband  Num
Calls
Handled
Avg Hold
Time
Total
Hold
TimeNumOtherCalls
  AvgHold
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
07
53
65
48
41
41
48
45
41
91
1
1
4
1
0
2
0
1
06
52
64
54
40
41
46
45
40
93:34
3:50
3:08
2:53
3:17
2:27
3:07
2:48
3:21
3:1026m
205m
221m
142m
112m
95m
130m
103m
117m
26m0
0
1
0
0
0
0
0
0
0
0:00
0:00
3:20
0:00
0:00
0:00
0:00
0:00
0:00
0:000m
0m
3m
0m
0m
0m
0m
0m
0m
0m0%
2%
3%
4%
0%
1%
2%
0%
1%
0%
----------------------------------------------------------------
0408113973:231177m13:203m1%
Busiest hours:  1- 9:00a.  2- 8:00a.  3- 10:00a
Note1.  Call statistics are counted in the hour and day in which they complete.
CALL MANAGEMENT SYSTEM FOR THE SYSTEM 25 PBX
Date Printed: 4/25/88/Time Printed: 2:16pm
Types of CMS Reports 7-25 
						

							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 was in Day Service
mode. This total is equal to sum of the Num Calls
Aband and the Num Calls Handled. The figure
does not include calls answered at non-agent
stations.
The number of incoming calls to the line sub-
group which were abandoned while the CMS was
in Day Service mode.
7-26 Types of CMS Reports 
						

							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 System 25 to line disconnect,
for both abandoned and completed calls) by the
Num Calls Offered. 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.
7 Total Hold
The total amount of time (to the nearest minute)
Timeall lines in the sub-group 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.
8 Num OtherThe number of “other” calls on lines in the sub-
Callsgroup during the indicated hour. Outgoing calls
made 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.
9 Avg HoldThe average amount of time (in minutes and
Timeseconds) each “other” call completed during the
reporting hour held a CMS line.
10 Total HoldThe total amount of time (to the nearest minute)
Timeall lines in the sub-group were held (in use) by
completed “other” calls.
Types of CMS Reports 
7-27 
						

							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 either all daily or all cumulative reports from this screen.
ALL DAILY REPORTSYou can print all four types of daily reports by following this procedure:
1 Press [F1] (labeled “Daily Reports”) on the Print All Reports screen.
The following prompt appears:
PRINT ALL DAILY REPORTS: 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“  ).
For the meaning of the data on individual reports, refer to the key to the
specific report in this section.
Types of CMS Reports 7-29 
						

							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, press [F8] (labeled
Enter Data).
If you want to select a different starting and/or ending date, enter the new
date(s) and press [F8] (labeled “Enter Data”).
For the meaning of the data on individual reports, refer to the key to the
specific report in this section.
7-30 Types of CMS Reports 
						

							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
05/19
05/19
05/19
05/19
05/19
05/19
05/19
05/19
05/19
05/19
05/19
05/19
05/19
05/19
05/19Day
***
***
***
***
***
***
***
***
***
***
***
***
***
***
***
***
***
***Service
Group C
Split 1
Group A
Split 3
Split 2
Split 1
Split 1
Group A
Split 3
Split 2
Split 1
Split 3
Split 1
Split 1
Split 1
Split 2
Split 1
Split 1Now
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
In Effect
All Lines Busy > = 240 seconds
Agent JOEL - Refused Calls
Line L3071 - Hold Time > = 8 minutes
Agent DON - Talk Time > = 480 seconds
# Abandoned Calls > = 3
Oldest Call Waiting > = 45 seconds
Agent JENNY - Refused Calls
Line L3072 - Hold Time > = 8 minutes
Oldest Call Waiting > = 30 seconds
Agent BERNE - Refused Calls
# Abandoned Calls > = 4
Agent ALLAN - Talk Time > =480 seconds
Agent SCOTT - Refused Calls
Oldest Call Waiting > =45 seconds
Agent BILL - Refused Calls
# Calls Waiting > = 2
# Abandoned Calls > = 4
Agent Scott = Refused Calls
You can use information on the Events Log Report to spot problems such as
these:


Split staffing or configuration problems
By monitoring the Abandoned Call, Average Speed of Answer and Oldest
Call Waiting exceptions, you can determine if you need to add more
agents or activate intraflow during peak hours.
Exception thresholds that are set too low
For instance, if you receive many exception messages for Talk Time, Agent
Logout ACW, or time spent in the ACW state, exception thresholds you
are using may not be realistic.
Line problems
For instance, frequentminimum holding time exceptions for a particular
line may indicate the line is faulty. Frequent All Lines Busy exceptions
may indicate that you need more lines 
or that agents need to handle calls
faster.
You can also use this report to see how effectively dynamic reconfiguration
was used during each shift. If many exceptions are listed for a single shift,
the exception thresholds may be set too low or the information from the
status screens may not have been used effectively.
Types of CMS Reports 7-31