Types of CMS Reports

The CMS reports are described individually in this order:

Daily Agent Split Summary

Cumulative Agent Split Summary

Daily Split Report

Cumulative Split Report

Daily Line Group Report

Cumulative Line Group Report

Events Log Report

Daily reports cover one day’s activities from 12:00 a.m. through 11:59 p.m. Cumulative reports summarize a specified number of consecutive days as entered by the CMS administrator when requesting reports. In addition, the Cumulative Split and Cumulative Line Group reports can show data summarized by hour or by day, excluding the time when CMS was not being used.

Many of the report statistics are based on activities completed during one particular hour. If a call or after-call-work state is in progress at the end of an hour, those 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 daily reports, the term ACD (automatic call distributor) calls refers to incoming calls on CMS lines that were handled by CMS agents.

The Events Log Report is not a daily report. It lists the 50 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.

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AT&T 999-501-149 system manual Types of CMS Reports