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:

 

 

 

Bon Voyage Travel

 

 

 

 

 

SPLIT 2: CHART

CUMULATIVE AGENT SPLIT SUMMARY

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Period:

06/10/88 -

06/13/88

 

 

 

 

 

 

 

 

 

 

 

- - - - - - - - - - - - - ACD CALLS- - - - - -

- - - - - OTHER CALLS

 

 

 

 

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

 

 

 

 

 

 

 

 

 

 

 

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

 

25

2:53

1%

31.5hr

 

 

 

 

 

 

 

 

Split 2

Totals

637

1:43

0:00

1:43

27

9

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: 06/13/88 Time Printed: 6:09p

Split Report

 

 

 

 

 

DAILY SPLIT SUMMARY

This report shows the statistics for a particular split by hour and summarized

 

 

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 7-5

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AT&T 999-501-149 system manual Split Report, Cumulative Agent Split Summary, Daily Split Summary