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Cumulative Agent Split Summary
This report provides summary data on each agent in a given split over a
specified period, from 2 to 93 consecutive days. The start and end date
specified will be on the report.
The column headings in this report are the same as for the daily report; the
totals under the headings will reflect the cumulative period of time specified.
Also the Cumulative Agent Split Summary differs from the Daily Agent Split
Summary as follows:
● Days for which no CMS data exists will not be included. A separate page
at the completion of the
CMS data exists.
● Hours for which a CMS
report will contain a list of dates for which no
agent did not work will not be included.
Daily Split Report
This report shows data for a particular split on an hourly basis. The column
headings for the report table are explained below.
Time
ACD CALLS
Avg Speed Ans
ACD CALLS
Num Calls
Aband
ACD CALLS
Num ACD
Calls
ACD CALLS
Flow In
The start time of each data collection hour. Hours
in which no agents were logged into the split are
not shown on the report.
The average speed of answering for all calls
answered by agents in the split during a given
hour. The ASA is determined by dividing the
wait time for all completed calls in the split (initial
ringing plus CMS hold time plus transfer ringing)
by the number of completed calls.
The number of ACD calls which were
disconnected before reaching the abandoned call
threshold determined by the administrator.
The total number of completed calls to agents
during a given hour.
Calls still in progress at the
end of the hour are included in the next hour’s
data. The Num ACD Calls should be identical to
that shown in the Daily Agent Split Summary.
The total number of completed calls intraflowed
from another split into this split during a given
hour. Intraflowed calls still in progress at the end
of the hour are included in the next hour’s data.
CMS Reports
G-17