CMS Reports, Daily Agent Split Summary | AT&T 999-501-149 manual

CMS Reports

This section explains the terms used to identify data in the CMS reports generated from the Report Menu:

●The Daily Agent Split Summary Report shows data averaged/totaled over an entire day (midnight to midnight).

●The Cumulative Agent Split Summary Report shows data averaged/totaled over a specified number of days ranging from 2 to 93 days.

●The Daily Split Report and the Daily Line Group Report show data on an hour-by-hour basis.

●The Cumulative Split Report and the Cumulative Line Group Report show data on either a day-by-day or an hour-by-hour basis, depending on the method of tabulation chosen.

The Events Log, which can also be printed from the Report Menu, lists the 50 most recent exceptions and system messages. The information in this report may span several days or part of one day.

Daily Agent Split Summary

This report provides daily summary data on each agent in a given split.

NOTE: If one or more agents serve in more than one split during a data collection period, be sure to provide a different ID for each agent for each split assignment. This ensures the accuracy of the data for each split; data from the hour in which the agent switched splits is credited to the split he or she is in at the end of the data collection period.

Agent	The agent’s name: last name (up to 12 characters)
	and first name (up to 8 characters).
ACD CALLS	The number of completed calls the agent serviced
Num ACD	while logged into this split. The total includes
calls	intraflowed calls serviced by the agent. The Num
	ACD Calls should be identical to that shown in
	the Daily Split Report.
ACD CALLS	The average amount of time (in minutes and
Avg Talk Time	seconds) the agent spent on each ACD call. The
	total includes intraflowed calls serviced by the
	agent, (The figure in the totals line under this
	column should be identical to the Avg Talk Time
	total in the Daily Split Report.)

CMS Reports G-15

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AT&T 999-501-149 system manual CMS Reports, Daily Agent Split Summary

Contents

Merlin lI 1988 AT&T Issue All Rights Reserved Contents Generating Reports CMS USER’S Card How to Use the CMS Documents What’s in This Manual This italic typeface represents a Merlin II system response Documentation Conventions Overview Key Concepts Key Concepts 4Key Concepts Bon Voyage Travel’s CMS Special Line Group Typical CMS Application 6A Typical CMS Application Businesses CMS and Other Key Facts and Considerations External Alerts Merlin II System Installation and Administration ManualLine Group and Agent Split Considerations CMS Enhancements Hardware Considerations Software Considerations Duplicating the CMS Diskette Duplicating the CMS Diskette Duplicate 4Duplicating the CMS Diskette Duplicate Installing the Software Installing the CMS Software Starting the CMS Program Automatically SET the Date Setting the Time and Date SET the Time Agent Splits Using Your PC with CMS Entering and Editing Data 10Using Your PC with CMS ACW Entering Data AT PromptsLine Group Options Call Flow Entering Data Press To move Screens Using the HelpEditing Data Select Administration Function Administration Menu A map of CMS administration screens CMS Start Administering CMSGetting Started Main Menu 4Getting Started Line group Main split Secondary split Building or Editing Shift Configurations Screen ConfigurationsStored Shift Configurations USE the Stored Shift Configuration Editing a Shift Configuration Agent Splits Line Group Options Suppt Administering Splits 10Building or Editing Shift Configurations Make entries in these fields as follows PromptAction Answer Delay Administering Line Group Options CALL-WORK ACW Force DelayAutomatic After 14Building or Editing Shift Configurations Administering Call Flow All-Ring Config On/Off Screen Administer Call Flow or ALL-RING Operation Prompt SET Intraflow Threshold Split # Threshold seconds Clearing a Configuration Returning to Other Screens Saving an Edited Changed Configuration Selecting a Startup Configuration Renaming a Shift Configuration Agent Directory Using the Agent Directory ScreenAssigning Agent IDs 22Assigning Agent IDs Assigning Agent IDs 24Administering Lines and Line Groups Administering Lines and Line Groups Administer Lines and Line Groups Administer Lines and Groups 26Administering Lines and Line Groups Prompt Change Priority Line ID Service Level Limit Abandoned Call Threshold Setting Options SET Options Audible Alarm ZET Options Selecting Exceptions Instructions for Selecting Exceptions Exception Settings Assigning External Alerts to Exceptions 34Selecting Exceptions Selecting Exceptions Changing or Removing Line Button Assignments Oldest Call ON/OFF? Exceptions Selecting Agent Exceptions Talk Time Selecting Split Exceptions F6 labeled Next Field to keep the current value ExceptionType on or off to turn this exception on or off. Press 42Selecting Exceptions Selecting Line Group Exceptions Administer a Line Group Exception Summary Checklist External Alert Checklist 46Selecting Exceptions Copy Shift Configurations Backing Up Shift Configurations 48Backing Up Shift Configurations Overview Map of the screens for call management Administator/Supervisors Responsibilities Line Buttons Auto Intercom Buttons Attendant Console Touch Intercom-Voice Group 6The Attendant Console Merlin II System Display Console 8Startup Procedures Startup Procedures Startup Procedures Initialization Complete ... Ready for Input Startup Procedures Requirements Making Agents Available for CMS CallsAgents Voice Terminal Button State Available StateAFTER-CALL-WORK Supervisory LOGIN/LOGOUTCALL-WORK State Monitoring Call Management Using the System Status Screen Split Information System Status Line Group Information Monitoring Call Management Record of Calls Received during Current How’ Key to System Status DataLine Group Information Split Information Current Status of Agents and of Waiting Calls Split Status Information Split 1 Pers Using the Split Status Screens 20Monitoring Call Management Agent Summary Line Key to Split Status DataAgent Status Individual Agents Line Status Using the Line Status ScreenSplit Status Call Flow Change Priority Line ID Line Key to Line Status DataLine Status Line Group Summary Time Date Event Using the Events Log Screen 26Monitoring Call Management Dynamic Reconfiguration Beginning Dynamic Reconfiguration Reconfiguring Splits F2 Remove Agent Changing Answer Delay, Force Delay, or Auto ACW Pers Example Prompt Answer Delay Group Letter How Many Seconds Connect directly to the message Answer Force T o E l a y Delay 36Dynamic Reconfiguration Bottom of the screen. Refer to the following example Automatic ACW To change Auto ACW for any line group, respond to the prompt Reconfiguring Call Flow 40Dynamic Reconfiguration Prompt Change ALL-RING Operation Split # Using the Stored Shift Configurations Screen Save Configuration Replace Contents of Config # NAME? Y/N 44Dynamic Reconfiguration Selecting Day or Night Service If you typed y to change mode, the prompt line reads Voyage Travel ADMINISTRATOR’SDay-to-Day Operation of CMS Activities AT BON 48Day-to-Day Operation of CMS Overview Analog Voice Terminal Merlin II System Voice Terminal BIS-10 AT&T 7406 Digital Voice Terminal Digital Voice Terminal Pooled System Selecting a Voice Terminal for Your AgentsLine Buttons Auto Intercom Buttons Manual Signaling and Auto Intercom ButtonsSquare System Manual Signaling 6Selecting a Voice Terminal for Your Agents Merlin II System Manual Programming a Voice TerminalBasic Programming Instructions Programming Feature name Codes Programming Feature name Code For Available Announcing Availability for CMS CallsAvailable and ACW Buttons CMS work state Available button light ACW button light Light next to ACW goes on Touch AvailableLight next to Available goes on After-Call-Work State With the previous CMS call Agent is automatically connected to the CMS call Using Merlin II System Features with CMS Placing Intercom Calls Lights Line status Touch Conference Manual Signaling ButtonsTouch Intercom-Ring Touch Intercom-Ring or Intercom-Voice Auto Intercom Buttons Transferring Calls to a Person in the Merlin II System Transferring Calls to Another SplitTouch Transfer Agent is automatically connected to the incoming call Transferring Calls with Voice AnnouncementTouch Transfer Touch Intercom-Voice Programming Types of RingingSounds Type of call Sound of ring Red light next to Line button goes off Touch Select RingYou hear the voice terminal’s current ring Ringing Options Overview Types of CMS Reports M M a R Y Agent Split SummaryDaily Agent Split Additional Data Daily ACD CallsOther Daily Calls Daily Split Summary Split ReportCumulative Agent Split Summary Typical Daily Split Report appears below ACD Calls Types of CMS Reports Typical Cumulative Split Report By Day appears below Cumulative Split Report by Hour Typical Cumulative Split Report by Hour appears below Group D Corp Line Group Report ACD Calls Other Calls Report by DAY Additional Data forDaily Calls Cumulative Line Group Cumulative Line Group Report by Hour Events Log Report Types of CMS Reports Report Menu How to Generate Reports Print Split Report How to Generate Reports Print Split Reports Summary on Generating Individual Reports Generating Events Log Report Shows the locations of the directories and files CMS uses Transferring Historical Data Onto Diskettes Erasing Files from the Hard Disk Copying the System Tables FileCopying Historical Data Files Copying the Historical Data Files Saving the Current System TablesCopying the Historical System Tables Restoring the Current System Tables Restoring Data Collection ConditionsGenerating Reports Erasing the Historical Data from the Hard Disk Overview Possible cause Corrective action Startup ProblemsError Messages ERROR-No Lines in CMS. Administer Lines Started Guide for the Call Management ERROR-No Configuration Found. Administer SystemERROR-CMS Card Faulty or Not Found. CMS Cannot Manage Calls Described in the lnstallation and Getting Status lndicator CU 1 flashing ERROR-CU 1 Faulty or Disconnected. CMS Cannot Manage CallsCommunications System with Feature Module Installation and Administration Manual Status Indicator CU 6Startup Problems Possible cause Data Status Indicator LoStorageStatus Indicator NoStorage Status Indicator MSG Status Indicator Don’tPrtSc Status Indicator CU 1 flashing Call Management Problems Call Management Problems Described in the Installation and Getting Management System Installation and Getting Started Guide for the callCMS in the Merlin II Comunications System What to do System ErrorsWhat They Mean Voice Announcement Unit Problems External Alert Problems Status Indicator Don‘tPrtSc Printer Problems Report ABORTED-Printer Not Ready Agent Problems Agents are touching the ACW button after they hang up Lines not set to No Ring Set lines to No Ring What YOU should have What YOU should Know What YOU should do Managing Calls if CMS is Disabled Pooled System Dial Access Pooled System Button Access 24Managing Calls if CMS is Disabled Overview F9 F10 Quick Reference Guide to Your PC Keyboard Press Prompt Using the KeysQuick Reference Guide to Entering and Editing Data Do this Configure Splits Quick Reference Guide to Dynamic Reconfiguration Map of Screens for CMS Administration Map of Screens for CMS Administration Name Map of Screens for Call Management Overview G-1 ACD CMS Terms CMS Terms G-3 4CMS Terms CMS Terms G-5 6CMS Terms CMS Terms G-7 Line Group Information CMS Status ScreensSystem Status Screen CMS Status Screens G-9 ASA Split Status Screen Split Status Call Flow Information Line Status Screen 14CMS Status Screens Daily Agent Split Summary CMS Reports ACD Calls Avg After Call Daily Split Report Cumulative Agent Split Summary Other Calls Cumulative Split Report By Day or Hour XFR Calls Daily Line Group Report BUSlEST Hours Cumulative Line Group Report by day or hour CMS Index 2Index