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ACD CALLS
Avg After Call
ACD CALLS
Avg Work
Time
ACD CALLS
Num Xfr Calls
ACD CALLS
Num Rfusd
Calls
OTHER Num
Other Calls
OTHER Avg
Talk Other
% ACD Time
Total Time
Staffed
The average amount of time (in minutes and
seconds) the agent spent in the after-call-work
state. The average does not include any time
spent on the phone during an after-call-work
state. (The figure in the totals line under this
column should be identical to the Avg After Call
total in the Daily Split Report.)
The average amount of time spent on ACD-related
work {the sum of Avg Talk Time and Avg After
Call time).
The number of ACD calls transferred by an agent.
The number of ACD calls refused by an agent.
The number of calls not related to CMS that are
handled by the agent in the data collection period,
The figure includes data from both Day and Night
Service. (The figure in the totals line under this
column should be identical to the Num Other
Calls total in the Daily Split Report.)
The average amount of time the agent spent on
each calls not related to CMS work. The figure
includes data from both Day and Night Service.
(The figure in the totals line under this column
should be identical to the Avg Talk Other total in
the Daily Split Report.)
The percentage of time the agent spent on ACD-
related work (on CMS calls and in ‘the after-call-
work state). The figure in the totals line under
this column should be identical to the % ACD
Time total in the Daily Split Report.
The amount of time (to the nearest tenth of an
hour) the agent was logged into a given split (and
under a given ID) performing ACD-related work.
G-16 CMS Reports