Filter
Top Products
CUMULATIVE AGENT
A Cumulative Agent Split Summary report can be generated for any past
SPLIT SUMMARY
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
CUMULATIVE AGENT SPLIT SUMMARY
SPLIT 2: CHART
Period:
06/10/88 - 06/13/88
- - - - - - - - - - - - -
ACD CALLS
- - - - - - - - - - -
OTHER CALLS
Num Avg
Avg
Avg Num
Num
Num
Avg % Total
ACD Talk After Work Xfr Rfusd Other Talk ACD Time
Agent
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