User's Manual

Historical reports
Issue 5.0 May 2005 63
Split report
This section includes the following topics:
● Command on page 63
● Description on page 63
● Sample reports on page 64
● Header definitions on page 65
Command
list bcms split (split number) [time] [start time] [stop time]
[print/schedule]
list bcms split (split number) [day] [start day] [stop day]
[print/schedule]
Description
The BCMS split report provides traffic information for the specified split number.
Depending on specifics from the command line, the information may be displayed as either
a time interval or a daily summary. If neither time nor day is specified, time is the default. In
this case, the report displays data accrued for the previous 24 time intervals (hour or
half-hour), including data from the most recently completed time interval. To get
information on the current time interval, you must use a monitor bcms command.
When analyzing this report, keep the following in mind:
● All averages are for completed calls only.
TOTAL TIME
STAFFED
The total time that the agent spent logged into at least one split during
the reporting interval. Staff time is clocked for an agent who is in multiple
splits as long as the agent is logged into any split. Concurrent times for
each split are not totaled.
TOTAL HOLD
TIME
The total time that the agent placed ACD calls on hold. This time is the
caller hold time and is independent of the state of the agent. TOTAL
HOLD TIME does not include the hold time for non-ACD calls.
SUMMARY The total of each of the columns that do not contain averages. Columns
that do contain averages are the total time divided by the total number of
calls.
Agent summary report (continued)
Header Definition