T I ME

ACD CALLS

A typical Daily Split Report appears below.

 

 

 

 

 

Bon Voyage Travel

 

 

 

 

 

 

 

SPLIT 2: CHART

 

 

DAILY SPLIT REPORT

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Period:

06/10/88

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

ACD CALLS

 

 

 

OTHER

CALLS

 

 

 

 

 

Avg

Num

Num

 

 

Avg

Avg

Num

Num

Avg

Avg

%

 

 

 

Speed

Calls

ACD

Flow

Flow

Talk

After

Xfr

Other

Talk

Num

ACD

Serv

Time

Ans

Aband

Calls

In

Out

Time

Call

Calls

Calls

Other

Pos

Time

Levl

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

9:00a

8s

0

19

0

0

2:09

0:56

0

0

0:00

2.0

49%

100%

 

10: 00a

11s

1

24

0

0

1:57

1:19

3

1

3:56

2.0

65%

100%

 

11: 00a

17s

4

39

0

3

1:34

0:59

3

5

4:01

3.0

55%

85%

10:00p

 

 

 

 

 

 

 

 

 

 

 

 

 

 

11:00p

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

9s

5

82

0

3

1:26

7:02

18

81

1:27

2.3

27%

51%

Note

1. Call statistics are counted in the hour and day in which they complete.

CALL MANAGEMENT SYSTEM FOR MERLIN(r) II CS

Date Printed: 06/10/88 Time Printed: 6:13p

The the following list corresponds to the report above.

Time. The beginning of the day for which data were collected. Reports are updated on an hourly basis.

For instance, the data on the 10:00 a.m. line were collected between 10:00 a.m. and 10:59 a.m. Hours in which no agents were handling calls in the split are omitted.

Avg Speed Ans. The average speed of answer for all ACD calls answered by the agents in this split during a given hour.

Num Calls Aband. The number of calls abandoned (that is, the caller hung up before an agent answered) during a given hour.

Num ACD Calls. The total number of completed ACD calls (calIs connected to an agent) during a given hour. The number excludes abandoned calls.

Flow In. The total number of ACD calls intraflowed into this split during a given hour. The number excludes abandoned calls.

Flow Out. The total number of calls intraflowed out of this split and answered by agents in another split. The number excludes abandoned calls.

7-6Types of CMS Reports

Page 152
Image 152
AT&T 999-501-149 system manual ACD Calls, Typical Daily Split Report appears below