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% ACD Time The percentage of time agents 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 Agent Split Summary.
Serv Levl
The percentage of completed calls that were
connected to an agent in the split within the
Service Level Limit. (The default value for the
Service Level Limit is 20 seconds, but can be
changed by the system administrator to a value
from O-99 seconds.)
Cumulative Split Report (By Day or Hour)
This report provides summary data on a given split over a specified period,
from 2 to 93 consecutive days. Statistics can be generated for a Cumulative
Split Report to reflect cumulative days or cumulative hours.
Most of the column headings in this report are the same as for the daily
report; the “Time” column heading will either be “Day” or “Hour” depending
on which report has been selected.
Also the Cumulative Split Report differs from the Daily Split Report as
follows:
Night Service hours will not be included in the Cumulative Split Report
by Hour. (A message to this effect will appear on the report.)
Each line of data for a Cumulative Split Report by Day will be a daily
summary; the date being summarized will be in the first column of the
report.
Days for which no CMS data exists will not be included.
at the completion of the report will contain a list of dates
CMS data exists.
A separate page
for which no
CMS Reports G-19