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AT&T 999-501-149 system manual Agent Split Summary, Daily Agent Split, M M a R Y

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Agent Split Summary

DAILY AGENT SPLIT

This report provides summary data on each agent in a given split. CMS

S U M M A R Y

provides an Agent Split Summary for each split.

This report can help you:

● Understand the skills of your top performers and transfer those skills to

other

agents.

● Implement incentive programs by providing objective data about agent

activity.

Many of the same statistics appear in this report and the Split Report. During

Night Service, only data on Day Service calls in progress when Night Service

began appear in this report. Time spent in the logged out or night states is

not counted on these reports.

NOTE: If an agent seines in two different splits during the same hour,

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.

A typical Daily Agent Split Summary appears below.

Bon Voyage Travel

SPLIT 2: CHART

DAILY AGENT SPLIT SUMMARY

Date: 06/10/88

- - - - - - - - - - - -ACD CALLS - - - - - - - - - - - OTHER CALLS

Num

Avg

Avg

Avg

Num

Num

Num

Avg

%

Total

ACD

Talk

After

Work

Xfr

Rfusd

Other

Talk

ACD

Time

Agent

Calls

Time

Call

Time

Calls

Calls

Calls

Other

Time

Staffed

bakerson

tom

27

2:06

0:00

2:06

1

0

21

3:06

16%

6.0hr

claren

clifford

42

1:32

0:00

1:32

7

1

38

2:12

18%

5.9hr

weiss

debra

2

0:35

0:00

0:35

1

2

25

2:53

1%

1.5hr

Split 2 Totals

71

1:43

0:00

1:43

9

3

84

2:53

15%

Notes

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 MERLIN(r) II CS

Date Printed: 06/10/88 Time Printed: 6:09p

The following list corresponds to the report above.

Types of CMS Reports 7-3

Image 149

AT&T 999-501-149 system manual Agent Split Summary, Daily Agent Split, M M a R Y

Contents

Merlin lI 1988 AT&T Issue All Rights Reserved Contents Generating Reports CMS USER’S Card How to Use the CMS DocumentsWhat’s in This Manual This italic typeface represents a Merlin II system response Documentation ConventionsOverview Key Concepts Key Concepts 4Key Concepts Bon Voyage Travel’s CMS Special Line Group Typical CMS Application6A Typical CMS Application Businesses CMS and OtherKey Facts and Considerations Line Group and Agent Merlin II System Installation and Administration ManualSplit Considerations External AlertsCMS Enhancements Hardware Considerations Software ConsiderationsDuplicating the CMS Diskette Duplicating the CMS Diskette Duplicate4Duplicating the CMS Diskette Duplicate Installing the Software Installing the CMS SoftwareStarting the CMS Program Automatically SET the Date Setting the Time and DateSET the Time Agent Splits Using Your PC with CMSEntering and Editing Data 10Using Your PC with CMSLine Group Options Entering Data AT PromptsCall Flow ACWEntering Data Press To moveScreens Using the HelpEditing Data Select Administration Function Administration MenuA map of CMS administration screens Getting Started Start Administering CMSMain Menu CMS4Getting Started Line group Main split Secondary split Building or Editing Shift ConfigurationsStored Shift Configurations ConfigurationsUSE the Stored Shift ScreenConfiguration Editing a Shift ConfigurationAgent Splits Line Group Options Suppt Administering Splits10Building or Editing Shift Configurations Make entries in these fields as follows PromptAction Answer Delay Administering Line Group OptionsCALL-WORK ACW Force DelayAutomatic After 14Building or Editing Shift Configurations Administering Call FlowAll-Ring Config On/Off Screen Administer Call Flow or ALL-RING Operation Prompt SET Intraflow Threshold Split # Threshold seconds Clearing a Configuration Returning to Other Screens Saving an Edited Changed ConfigurationSelecting a Startup Configuration Renaming a Shift ConfigurationAgent Directory Using the Agent Directory ScreenAssigning Agent IDs 22Assigning Agent IDs Assigning Agent IDs 24Administering Lines and Line Groups Administering Lines and Line GroupsAdminister Lines and Line Groups Administer Lines and Groups26Administering Lines and Line Groups Prompt Change Priority Line ID Service Level Limit Abandoned Call Threshold Setting OptionsSET Options Audible AlarmZET Options Selecting Exceptions Instructions for Selecting Exceptions Exception SettingsAssigning External Alerts to Exceptions 34Selecting Exceptions Selecting Exceptions Changing or Removing Line Button Assignments Oldest Call ON/OFF? Exceptions Selecting Agent ExceptionsTalk Time Selecting Split Exceptions F6 labeled Next Field to keep the current value ExceptionType on or off to turn this exception on or off. Press 42Selecting Exceptions Selecting Line Group Exceptions Administer a Line Group Exception Summary Checklist External Alert Checklist46Selecting Exceptions Copy Shift Configurations Backing Up Shift Configurations48Backing Up Shift Configurations Overview Map of the screens for call management Administator/Supervisors Responsibilities Line Buttons Auto Intercom Buttons Attendant ConsoleTouch Intercom-Voice Group6The Attendant Console Merlin II System Display Console 8Startup Procedures Startup ProceduresStartup Procedures Initialization Complete ... Ready for Input Startup Procedures Agents Voice Making Agents Available for CMS CallsTerminal Button RequirementsState Available StateAFTER-CALL-WORK Supervisory LOGIN/LOGOUTCALL-WORK State Monitoring Call Management Using the System Status ScreenSplit Information System Status Line Group InformationMonitoring Call Management Line Group Information Split Information Key to System Status DataCurrent Status of Agents and of Waiting Calls Record of Calls Received during Current How’Split Status Information Split 1 Pers Using the Split Status Screens20Monitoring Call Management Agent Status Key to Split Status DataIndividual Agents Agent Summary LineSplit Status Using the Line Status ScreenCall Flow Line StatusChange Priority Line ID Line Status Key to Line Status DataLine Group Summary LineTime Date Event Using the Events Log Screen26Monitoring Call Management Dynamic Reconfiguration Beginning Dynamic ReconfigurationReconfiguring Splits F2 Remove Agent Changing Answer Delay, Force Delay, or Auto ACW Pers ExamplePrompt Answer Delay Group Letter How Many Seconds Connect directly to the message Answer Force T o E l a y Delay 36Dynamic Reconfiguration Bottom of the screen. Refer to the following example Automatic ACWTo change Auto ACW for any line group, respond to the prompt Reconfiguring Call Flow 40Dynamic Reconfiguration Prompt Change ALL-RING Operation Split # Using the Stored Shift Configurations Screen Save Configuration Replace Contents of Config # NAME? Y/N 44Dynamic Reconfiguration Selecting Day or Night Service If you typed y to change mode, the prompt line reads Day-to-Day Operation of CMS ADMINISTRATOR’SActivities AT BON Voyage Travel48Day-to-Day Operation of CMS Overview Analog Voice Terminal Merlin II System Voice TerminalBIS-10 AT&T7406 Digital Voice Terminal Digital Voice TerminalPooled System Selecting a Voice Terminal for Your AgentsLine Buttons Auto Intercom Buttons Manual Signaling and Auto Intercom ButtonsSquare System Manual Signaling 6Selecting a Voice Terminal for Your Agents Basic Programming Programming a Voice TerminalInstructions Merlin II System ManualProgramming Feature name Codes Programming Feature name CodeAvailable and ACW Buttons Announcing Availability for CMS CallsCMS work state Available button light ACW button light For AvailableLight next to Available goes on Touch AvailableAfter-Call-Work State Light next to ACW goes onWith the previous CMS call Agent is automatically connected to the CMS call Using Merlin II System Features with CMSPlacing Intercom Calls Lights Line statusTouch Intercom-Ring Manual Signaling ButtonsTouch Intercom-Ring or Intercom-Voice Touch ConferenceAuto Intercom Buttons Transferring Calls to a Person in the Merlin II System Transferring Calls to Another SplitTouch Transfer Agent is automatically connected to the incoming call Transferring Calls with Voice AnnouncementTouch Transfer Touch Intercom-Voice Sounds Types of RingingType of call Sound of ring ProgrammingYou hear the voice terminal’s current ring Touch Select RingRinging Options Red light next to Line button goes offOverview Types of CMS Reports M M a R Y Agent Split SummaryDaily Agent Split Additional Data Daily ACD CallsOther Daily Calls Daily Split Summary Split ReportCumulative Agent Split Summary Typical Daily Split Report appears below ACD CallsTypes of CMS Reports Typical Cumulative Split Report By Day appears below Cumulative Split Report by HourTypical Cumulative Split Report by Hour appears below Group D Corp Line Group ReportACD Calls Other Calls Daily Calls Additional Data forCumulative Line Group Report by DAYCumulative Line Group Report by Hour Events Log Report Types of CMS Reports Report Menu How to Generate ReportsPrint Split Report How to Generate ReportsPrint Split Reports Summary on Generating Individual ReportsGenerating Events Log Report Shows the locations of the directories and files CMS uses Transferring Historical Data Onto DiskettesErasing Files from the Hard Disk Copying the System Tables FileCopying Historical Data Files Copying the Historical Data Files Saving the Current System TablesCopying the Historical System Tables Generating Reports Restoring Data Collection ConditionsErasing the Historical Data from the Hard Disk Restoring the Current System TablesOverview Error Messages Startup ProblemsERROR-No Lines in CMS. Administer Lines Possible cause Corrective actionERROR-CMS Card Faulty or Not Found. CMS Cannot Manage Calls ERROR-No Configuration Found. Administer SystemDescribed in the lnstallation and Getting Started Guide for the Call ManagementCommunications System with Feature Module ERROR-CU 1 Faulty or Disconnected. CMS Cannot Manage CallsInstallation and Administration Manual Status lndicator CU 1 flashingStatus Indicator CU 6Startup Problems Possible cause Status Indicator NoStorage Status Indicator LoStorageStatus Indicator MSG DataStatus Indicator Don’tPrtSc Status Indicator CU 1 flashing Call Management ProblemsCall Management Problems Described in the Installation and Getting Management System Installation and Getting Started Guide for the callCMS in the Merlin II Comunications System What to do System ErrorsWhat They Mean Voice Announcement Unit Problems External Alert Problems Status Indicator Don‘tPrtSc Printer ProblemsReport ABORTED-Printer Not Ready Agent Problems Agents are touching the ACW button after they hang up Lines not set to No Ring Set lines to No Ring What YOU should have What YOU should Know What YOU should do Managing Calls if CMS is DisabledPooled System Dial Access Pooled System Button Access24Managing Calls if CMS is Disabled Overview F9 F10 Quick Reference Guide to Your PC KeyboardPress Prompt Using the KeysQuick Reference Guide to Entering and Editing Data Do this Configure Splits Quick Reference Guide to Dynamic ReconfigurationMap of Screens for CMS Administration Map of Screens for CMS AdministrationName Map of Screens for Call ManagementOverview G-1 ACD CMS TermsCMS Terms G-3 4CMS Terms CMS Terms G-5 6CMS Terms CMS Terms G-7 Line Group Information CMS Status ScreensSystem Status Screen CMS Status Screens G-9 ASA Split Status Screen Split Status Call Flow Information Line Status Screen 14CMS Status Screens Daily Agent Split Summary CMS ReportsACD Calls Avg After Call Daily Split Report Cumulative Agent Split SummaryOther Calls Cumulative Split Report By Day or Hour XFR Calls Daily Line Group ReportBUSlEST Hours Cumulative Line Group Report by day or hour CMS Index2Index