
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. |
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| This report can help you: |
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| ● Understand the skills of your top performers and transfer those skills to | ||||||||||||
| other | agents. |
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| ● Implement incentive programs by providing objective data about agent | ||||||||||||
| activity. |
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| 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. |
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| 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. |
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| Bon Voyage Travel |
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| SPLIT 2: CHART |
| DAILY AGENT SPLIT SUMMARY |
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| Date: 06/10/88 |
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| Num | Avg | Avg | Avg | Num | Num | Num | Avg | % | Total | |
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| ACD | Talk | After | Work | Xfr | Rfusd | Other | Talk | ACD | Time | |
| Agent | Calls | Time | Call | Time | Calls | Calls | Calls | Other | Time | Staffed | ||
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| 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% |
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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