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How to Generate Reports
You can select and print MIS reports whenever you are
not
administering
CMS and are not using CMS to manage calls. (If you need to automatically
distribute calls when you are generating reports, follow the directions in
“Managing Calls When CMS is Not Running” in Section 9 of this manual.)
To generate a report, go to the CMS Menu and follow these steps:
1
Press
[F5]
(labeled "Print Reports").
The Print Reports Menu screen, shown below, appears.
PRINT REPORTS MENU
REPT CMS1.0 10:04a 04/20
Print Reports Menu
F1 Print Agent Split Sumary
F2 Print Split Report
F3 Print Line Group Report
F4 Print Sub-Group Report
F5 Print All Reports (Fl, F2, F3, & F4)
F7 Print Events Log Report
F8 Exit Reports (Go to CMS Menu)
Turn on Printer and Align Paper. (When Ready, Select a Labeled Function Key)
F Agent
F Split
FLine Grp FSub-Grp F All
F Events F Exit
1Summary 2 Report 3 Report 4 Report 5
7Log Rept 8Reports
2 To get the printer ready:
a Turn on the printer.
b Press the Ready button.
(The Ready light goes off.)
c Press the Form Feed button.
d
Align the paper and press the Ready button.
(The Ready light goes on.)
If you have trouble with your printer, refer to “Printer Problems” in
Section 9.
7-4
Types of CMS Reports
- AT&T 1
- Contents 3
- Section 1: Introduction 5
- How to Use the CMS Documents 6
- What’s in This Manual 7
- Documentation Conventions 9
- Section 2: Understanding CMS 10
- Overview 11
- Key Terms and Concepts 12
- Optional CMS Features 15
- A Typical CMS Application 20
- Managing CMS 23
- CMS Components 25
- Section 3: Your PC and CMS 29
- Duplicating the CMS Diskettes 31
- Installing the CMS Software 34
- The CONFIG.SYS File 36
- The AUTOEXEC.BAT File 37
- Setting the Time and Date 38
- Using Your PC with CMS 39
- F10 - Help 40
- Entering and Editing Data 41
- ADD AGENT: Last name: 42
- First: ID: 42
- Section 4: Administering CMS 44
- ● Setting Options 46
- Getting Started 48
- Administering Stations 50
- ADD AGENT STATION: PDC: 51
- Port #: 60
- Trunk#: 60
- ADD SINGLE-LINE PORT: PDC: 60
- MOVE TRANSFER QUEUE LINE: ID: 61
- CHG INFO: ID: 62
- SbGrp: 62
- Tk Prt#: 62
- Trk#: PDC: 62
- SL Prt#: 62
- Administering Announcements 63
- Assigning Announcements 66
- Creating an Agent Directory 70
- Force Delay (ON/OFF):___ 83
- Administering Call Flow 84
- Clearing a Configuration 88
- Returning to Other Screens 88
- (edited) 89
- Setting Options 91
- Selecting Exceptions 95
- Selecting Agent Exceptions 98
- Selecting Split Exceptions 101
- Not Running” 110
- COPY a:shift*.cms c: 112
- C> prompt type 112
- Section 5: Supervising CMS 113
- Startup Procedures 116
- INITIALIZATION 118
- DAY CMS1.0 6:10p 04/20 118
- INITIALIZATION IN PROGRESS 118
- ● Logged Out state 121
- Monitoring Call Management 123
- On or Off 128
- LOG IN AGENT: ID: 133
- LOG OUT AGENT: ID: 133
- Using the Line Status Screen 139
- CHANGE PRIORITY: Line ID: 140
- Using the Events Log Screen 144
- Supervising Your Agents 146
- Dynamic Reconfiguration 147
- Reconfiguring Splits 149
- ___ Force Delay (ON/OFF): ___ 154
- Reconfiguring Call Flow 155
- On to Off or 156
- Using the Configuration List 157
- Day-to-Day Operation of CMS 166
- Section 6: Handling CMS Calls 167
- The Agent’s Voice Terminal 169
- Types of CMS Reports 182
- How to Generate Reports 183
- Agent Split Summary 185
- Starting:___/___/___ 187
- Ending: 187
- ___/___/___ 187
- Split Report 190
- Line Group Report 196
- Key to Line Group Report Data 199
- Sub-Group Report 202
- Ending:___/___/___ 204
- ___/___/___Ending:___/___/___ 204
- Print All Reports 208
- Events Log Report 210
- Section 8: Archiving Data 211
- Section 9: Troubleshooting 216
- Startup Problems 218
- Warning Messages 222
- Printer Now Ready 232
- Call Management Problems 234
- BRKN and the 240
- Printer Problems 242
- Agent Problems 245
- System Errors 249
- A> prompt, type 250
- The Partial Print 255
- Glossary 262
- CMS and System 25 Terms 264
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