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OTHER CALLS
ADDITIONAL DATA FOR
DAILY CALLS
CUMULATIVE SPLIT
REPORT BY DAY
● Avg Talk Time. The average amount of time agents spent connected to
each ACD call. The summary line displays the average amount of time
per call, not per agent.
● Avg After Call. The average amount of time agents spent in the after-
call-work state per call.
● Num Xfr Calls. The number of ACD calls transferred by agents within a
given hour, with a total for the day.
(These include outgoing calls, incoming calls not associated with ACD work,
intercom calls, and transferred calls from other stations.)
Num Other Calls. The total number of other than ACD calls completed
by all agents in the split during a given hour.
Avg Talk Other. The average amount of time spent on other calls.
Avg Num Pos. The average number of agent positions staffed during the
hour.
% ACD Time. The percentage of time agents spent on CMS-related work
(that is, their talk time on ACD) calls and their after-call-work time).
Serv Levl. The percentage of ACD calls that were connected to agents
within the service level limit.
NOTE: Calls in progress at the end of an hour are included in the
statistics for the hour in which the calls were completed.
A Cumulative Split Report by Day is a summary report that can be generated
for any consecutive period from 2 to 93 days. Most of the column headings
are the same as for the Daily Split Report. However, the leftmost column
head for this report is “Day.”
The dates are listed consecutively in the leftmost column. Each data line
matches exactly the 24-hour summary line that would appear at the bottom of
the Daily Split Report for the date specified in the leftmost column.
The information for ACD and other calls as well as additional data will reflect
the entire consecutive period specified. Hours in which CMS was in Night
Service for the entire duration are not included in the summaries.
Types of CMS Reports 7-7