User`s guide

STATUS SCREEN TERMS
The System Status, Split Status, and Line Status screens provide continuously
updated data to help you monitor your CMS. The following terms are used
in the remainder of this section to distinguish between different types of calls:
• Serviced vs. Abandoned
“Serviced” calls have come into CMS and were connected to an agent for
longer than the Abandoned vs. Incoming Call Threshold. “Abandoned”
calls have come into CMS but were not handled by an agent. Either the
call was disconnected before being transferred to an agent, or the talk time
was less than the Abandoned vs. Incoming Call Threshold set on the Set
Options screen.
For information about the Abandoned vs. Incoming Call
Threshold, see “Setting Options” in Section 4.
• Completed vs. Not Completed
“Completed” calls are those that have been serviced by agents and then
disconnected. “Not completed” calls are those that either were abandoned
or are currently in progress (ringing, on hold, or connected to agents).
When these terms are used to describe “other” (that is, non-CMS) calls, a
“completed” call is any call that has been disconnected, and a “not
completed” call is one that has not yet been disconnected.
Many CMS statistics are based on completed activities for a certain hour.
If a call is in progress when an hour ends, the data on that call are not
included in the statistics for that hour. The data on the call are included
instead in the statistics for the hour in which the call is completed.
Therefore, some statistics, such as total holding time of a line, may show
more than 60 minutes of activity within a given hour.
• ACD vs. Other
Incoming calls to CMS lines which are answered by CMS and transferred
to an available agent are considered “ACD” (Automatic Call Distributor)
calls. ACD calls include calls that are transferred to an agent using the
Transfer-into-Queue feature.
“Other” calls are non-ACD incoming calls, outbound calls (even if they
use CMS lines), inside calls, and calls transferred to a specific agent by
another agent or person on System 25 (whether or not the call was
originally an ACD Call).
Monitoring Call Management 5-11