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A typical Daily Split Report appears below.
TIME
ACD CALLS
Bon Voyage Travel
DAILY SPLIT REPORT
SPLIT 2: CHART
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.
7-6 Types of CMS Reports