
CUMULATIVE AGENT SPLIT SUMMARY
A Cumulative Agent Split Summary report can be generated for any past consecutive period from 2 to 93 days. The information for ACD and other calls as well as additional data will reflect the entire consecutive period specified.
The column headings are the same as that for the Agents Splits Daily report; the data items are summarized or averaged over the entire period specified when the report was generated. A typical Cumulative Agent Split Summary appears below:
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| Bon Voyage Travel |
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SPLIT 2: CHART | CUMULATIVE AGENT SPLIT SUMMARY |
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Period: | 06/10/88 - | 06/13/88 |
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| - - - - - - - - - - - - - ACD CALLS- - - - - - | - - - - - OTHER CALLS |
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| Num | Avg | Avg | Avg | Num | Num | Num | Avg | % | Total | |
Agent | ACD | Talk | After | Work | Xfr | Rfusd | Other | Talk | ACD | Time | ||
Calls | Time | Call | Time | Calls | Calls | Calls Other Time | Staffed | |||||
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bakerson tom | 243 | 2:06 | 0:00 | 2:06 | 3 | 0 | 21 | 3:06 | 16% | 76.0hr | ||
claren | clifford | 376 | 1:32 | 0:00 | 1:32 | 21 | 3 | 38 | 2:12 | 18% | 75.9hr | |
weiss | debra | 18 | 0:35 | 0:00 0:35 | 3 | 6 |
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25 | 2:53 | 1% | 31.5hr | |||||||||
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Split 2 | Totals | 637 | 1:43 | 0:00 | 1:43 | 27 | 9 | 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: 06/13/88 Time Printed: 6:09p
Split Report |
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DAILY SPLIT SUMMARY | This report shows the statistics for a particular split by hour and summarized | |
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| for 24 hours. Time spent in logout state is not recorded. During Night” | |
| Service, only data on ’’other” calls are recorded in the Daily Split Report. | |
| You can use this report to: | |
| ● | Compare the performance of splits that answer similar calls. |
| ● | Pinpoint peak calling hours for each split and staff the splits accordingly. |
| ● | See if the splits are reaching your target service level. |
Types of CMS Reports