Site Info: G3SI V11 Intuity MAP5 CMS V6
Good Morning, I have a couple of quick questions. I have calls routing via the below vector. In reviewing CMS reports on the Split Call Profile, It reports no abandoned calls, average speed of answer is 01 seconds however it is reporting that only 90% of calls were answered. Shouldn’t this number be 100% if the call is forced to be answered or routed out? On a second note, is there any report which would show the total number of agents logged in during a particular time? I am looking for an Interval (or similar) report which shows a total as opposed to an average. Any suggestions would be greatly appreciated.
01 goto step 13 if time-of-day is all 17:55 to all 08:30
02 goto step 13 if time-of-day is fri 16:55 to mon 08:30
03 goto step 23 if staffed-agents in split 5 > 0
04 wait-time 5 secs hearing music
05 goto step 13 if available-agents in split 1 = 0
06 wait-time 5 secs hearing music
07 queue-to split 1 pri t
08 wait-time 10 secs hearing music
09 announcement 6607
10 goto step 13 if available-agents in split 1 = 0
11 wait-time 10 secs hearing music
12 goto step 10 if unconditionally
13 route-to number 5003 with cov n if unconditionally
14 stop
15
Good Morning, I have a couple of quick questions. I have calls routing via the below vector. In reviewing CMS reports on the Split Call Profile, It reports no abandoned calls, average speed of answer is 01 seconds however it is reporting that only 90% of calls were answered. Shouldn’t this number be 100% if the call is forced to be answered or routed out? On a second note, is there any report which would show the total number of agents logged in during a particular time? I am looking for an Interval (or similar) report which shows a total as opposed to an average. Any suggestions would be greatly appreciated.
01 goto step 13 if time-of-day is all 17:55 to all 08:30
02 goto step 13 if time-of-day is fri 16:55 to mon 08:30
03 goto step 23 if staffed-agents in split 5 > 0
04 wait-time 5 secs hearing music
05 goto step 13 if available-agents in split 1 = 0
06 wait-time 5 secs hearing music
07 queue-to split 1 pri t
08 wait-time 10 secs hearing music
09 announcement 6607
10 goto step 13 if available-agents in split 1 = 0
11 wait-time 10 secs hearing music
12 goto step 10 if unconditionally
13 route-to number 5003 with cov n if unconditionally
14 stop
15