User`s guide
Using the System Status Screen
The System Status screen, an example of which is shown below, summarizes
the activity in each line group and agent split. It is considered the “home”
screen during call management. For an explanation of the data on this
screen, see “Key to System Status Screen Data,” later in this section.
-
SYTEM STATUS
DAY CMS1.0 10:26a 05/19
LINE GROUP INFORMATION ANNOUNCEMENT UNIT STATUS
Line
❘
...Lines...
❘ ❘
...Splits...
❘
❘
...1...
❘ ❘
...2...
❘ ❘
...3...
❘ ❘
...4...
❘
Group Busy Total Main Sec Flow
PUBLIC BUSINES CHARTER
A PUBLC
B BUSNS
C CHART
D -
2
5
0
0
9
6
5
0
1
2
3
-
4
3
2
-
Off
On
Off
Off
IDLE
----
----
----
----
CNCT
----
----
----
----
IDLE
----
----
----
----
----
SPLIT INFORMATION
❘
-------Agents-------
❘ ❘
-Waiting-
❘ ❘
-Abandon-
❘
Intrflw
❘
-Calls Handled-
❘
Serv
Split ACD Aval ACW Out Othr Num Old Num Delay In Out Num AvgTalk ASA Levl
1 PUBLC
2 BUSNS
3 CHART
4 SUPPT
5-
6 -
2
3
0
0
0
0
2
0
2
0
0
0
1
0
0
0
0
0
1
0
0
5
0
0
0
0
1
0
0
0
0
2
0
0
0
0
0s
7s
0s
0s
0s
0s
1
0
0
0
0
0
7s
0s
0s
0s
0s
0s
0
0
11
0
0
0
0
11
0
0
0
0
66
42
51
0
0
0
2:02
2:55
2:25
0:00
0:00
0:00
10s
37s
51s
0s
0s
0s
90%
57%
33%
0%
0%
0%
F10 - Help
FSet Opt/
1Chg Mode
F Select
2 Anncs
F Select
3Exceptns
F Events
4 Log
F Line
5 Status
F Split
6 Status
F Config
7 Screen
F Exit
8Call Mgt
So you can tell at a glance if CMS is operating efficiently, the System Status
screen lists:
●
●
●
●
●
●
The status of line groups (the number of busy lines and the total number
of lines in the line group)
How splits are assigned to line groups and whether or not intraflow is
turned on
The status of each voice announcement unit and an indication of the line
group(s) to which it is assigned
Status information on each split (such as the number of agents on CMS
calls and the number of available agents)
The number of calls waiting for each split
Important data collected since the beginning of the report hour (such as
the number of calls handled and the service level)
If the System Status screen indicates a call management problem that needs
immediate correction, you can make that correction through dynamic
reconfiguration. For more information, see “Dynamic Reconfiguration,” later
in this section.
5-12
Monitoring Call Management