User`s guide

13 Agents
During Day Service, the number of agents in the
Othr
Available or ACW state that are currently active
on non-ACD calls such as outgoing calls, non-
ACD incoming calls, and inside calls. Active calls
include calls currently connected to agents and
calls agents have placed on hold. Also included
are agents handling calls transferred directly to
them by other agents using the System 25
Transfer feature, even if the calls originally came
in on CMS lines. (Note, however, that agents
handing calls transferred to them through the
CMS Transfer-into-Queue feature are counted as
being active on an ACD call.) During Night
Service, the number of agents off-hook.
The number of CMS calls that are waiting to be
transferred to an agent in the split.
The number of seconds the current oldest call has
been waiting to be transferred to an agent in a
particular split. Call waiting time begins when a
call reaches System 25. The waiting time ends
when the call begins ringing at the station of the
agent who answers it.
The following information reflects activity during the current hour only.
14 Waiting
15 Waiting
Old
16 Abandon
Num
17 Abandon
Delay
18 Intrflow In
19 Intrflow
Out
The number of abandoned calls for a particular
split. Abandoned calls include those that were
disconnected prior to being answered by an agent
and those that were answered by an agent but
had a talk time less than the Abandoned vs.
Incoming Call Threshold.
Abandoned calls are credited to the main split,
even if the call was abandoned after being
intraflowed to the secondary split.
The average length of time (in seconds)
abandoned calls spent waiting in the system.
The number of serviced calls intraflowed into this
split from another split. Calls are credited to the
split after they are completed (that is,
disconnected).
The number of serviced calls originally queued for
this split but intraflowed to the secondary split.
Calls are credited to the split after they are
completed (that is, disconnected).
Monitoring Call Management 5-17