AT&T 999-501-149 Manuel D’Utilisation
Agent Split Summary
DAILY AGENT SPLIT
This report provides summary data on each agent in a given split. CMS
S U M M A R Y
provides an Agent Split Summary for each split.
This report can help you:
●
Understand the skills of your top performers and transfer those skills to
other agents.
●
Implement incentive programs by providing objective data about agent
activity.
Many of the same statistics appear in this report and the Split Report. During
Night Service, only data on Day Service calls in progress when Night Service
began appear in this report. Time spent in the logged out or night states is
not counted on these reports.
Night Service, only data on Day Service calls in progress when Night Service
began appear in this report. Time spent in the logged out or night states is
not counted on these reports.
NOTE:
If an agent seines in two different splits during the same hour,
assign the agent a different agent ID for each split. This keeps the
report data separate. Otherwise, all data for that hour will be shown
as if the agent had been in the second split for the whole hour.
report data separate. Otherwise, all data for that hour will be shown
as if the agent had been in the second split for the whole hour.
A typical Daily Agent Split Summary appears below.
Bon Voyage Travel
DAILY AGENT SPLIT SUMMARY
SPLIT 2: CHART
Date:
Date:
06/10/88
- - - - - - - - - - - -
ACD CALLS
- - - - - - - - - - -
OTHER CALLS
Num Avg
Avg
Avg Num Num
Num
Avg %
Total
ACD Talk After Work Xfr Rfusd Other Talk ACD Time
Agent
Calls Time Call Time Calls Calls
Calls Other Time Staffed
bakerson
tom
27 2:06 0:00 2:06 1 0 21
3:06 16%
6.0hr
claren
clifford
42 1:32 0:00 1:32 7 1 38
2:12 18%
5.9hr
weiss
debra
2 0:35 0:00 0:35 1 2 25
2:53 1%
1.5hr
Split 2 Totals
71 1:43 0:00 1:43 9 3 84
2:53 15%
Notes
1. Call statistics are counted in the hour and day in which they complete.
2. Split totals may not be the sum of the agent totals if agents have been
moved between splits within an hour.
CALL MANAGEMENT SYSTEM FOR MERLIN(r) II CS
Date Printed: 06/10/88 Time Printed:
Date Printed: 06/10/88 Time Printed:
6:09p
The following list corresponds to the report above.
Types of CMS Reports 7-3