
T I ME
ACD CALLS
A typical Daily Split Report appears below.
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SPLIT 2: CHART |
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| DAILY SPLIT REPORT |
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Period: | 06/10/88 |
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| ACD CALLS |
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| OTHER | CALLS |
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| Avg | Num | Num |
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| Avg | Avg | Num | Num | Avg | Avg | % |
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| 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 | |
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9:00a | 8s | 0 | 19 | 0 | 0 | 2:09 | 0:56 | 0 | 0 | 0:00 | 2.0 | 49% | 100% |
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10: 00a | 11s | 1 | 24 | 0 | 0 | 1:57 | 1:19 | 3 | 1 | 3:56 | 2.0 | 65% | 100% |
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11: 00a | 17s | 4 | 39 | 0 | 3 | 1:34 | 0:59 | 3 | 5 | 4:01 | 3.0 | 55% | 85% | |
10:00p |
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11:00p |
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| 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.