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Key to Daily Split Report Data

TIME

ACD CALLS

The numbers in the following list correspond to the numbers circled in the

sample Daily Split Report above.

1 Time

The start time of each data collection hour. Hours

in which no agents were logged into the split

during Day Service mode, or no calls were placed

or received at an agent station during Night

Service mode, are not shown on the report.

2 Avg Speed

The average speed of answering for ACD calls

Ans

answered by agents in the split during a given

hour. This is determined by dividing the wait time

for all completed calls in the split (the time from

when the call first reaches System 25 until it is

answered by an agent) by the number of

completed calls. Abandoned calls are not counted.

The waiting time for intraflowed calls is reflected

in the average speed of answer for both the main

and secondary splits; that is, the waiting time is

divided proportionally based on the amount of

time the call waited in each split.

7-14

Types of CMS Reports

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AT&T Call Management System Guía de usuario Pagina 193