User`s guide

20 Calls
Handled
Num
21 Calls
Handled
Avg Talk
22 Calls
Handled
ASA
23 Service
Levl
The total number of ACD calls serviced by a split.
This includes completed calls only; abandoned
calls are not counted.
The average time (in minutes and seconds) that
agents in a particular split spent on each CMS call
they completed. Talk time includes time that calls
were put on hold by an agent. Completed
intraflowed calls are also included.
The average speed of answer (ASA) for completed
calls. It is the average number of seconds that
these calls waited for an agent. Waiting time
includes the initial ringing time, CMS hold time,
and the time the call rings at an agent’s voice
terminal. Abandoned calls are not counted. An
average speed of answer of zero means no calls
were answered by that split.
The waiting time for intraflowed calls is reflected
in the average speed of answer for both the main
and secondary splits; that is, the waiting time is
divided proportionally based on the amount of
time the call waited in each split.
The service level is the percentage of calls
connected to agents within the Service Level Limit
set by the CMS Supervisor on the Set Options
screen. This includes completed calls only;
abandoned calls are not counted.
5-18 Monitoring Call Management