AT&T 999-501-149 system manual Overview

Overview

CMS provides a wealth of Management Information System (MIS) data through both on-line and historical reports. They can help you manage your resources efficiently and keep your costs in line. For instance, you can use reports to forecast staffing needs and determine whether line groups need more or fewer lines.

The reports are generated from historical data stored on the hard disk. You can print reports while CMS is managing calls.

This section is divided into these parts:

●Types of CMS Reports. Describes the following MIS reports:

Daily Agent Split Summary

Cumulative Agent Split Summary Daily Split Report

Cumulative Split Report by Day Cumulative Split Report by Hour

Daily Line Group Report

Cumulative Line Group Report by Day

Cumulative Line Group Report by Hour

Events Log Report

●How to Generate Reports. Describes how to select and print reports.

You can also copy historical data onto floppy disks. For more information, see Section 8, “Archiving Data.”

NOTE: When you make certain types of changes in shift configurations, you could affect all the historical data for a line group, agent, or split. These changes include:

Removing an agent from the Agent Directory

Adding a line to a line group, removing a line from a line group, or moving a line from one line group to another

Assigning an agent an ID that once belonged to another agent

Changing line group IDs or the number of line groups on the Administer Line Groups screen

Changing a split ID or changing the number of splits on the 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.

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