User`s guide

Using the Split Status Screens
With the Split Status screens, you can get a detailed picture of the activities of
each agent-in each split. You can also make an agent available or unavailable
for CMS calls by logging the agent in or out from the Split Status screen.
The same type of data is collected for each split. Each Split Status screen
contains one split’s data. Pressing
[F6] (labeled “Split Status”) from any
other status screen, the Configuration screen, or the Events Log screen,
prompts you to enter the split number for the Split Status screen you want to
see. A sample Split Status screen appears below.
SPLIT STATUS
DAY CMS1.0 4:27P 06/14
SPLIT 2: BUSNS SPLIT STATUS
❘ ---ACD Calls--- ❘ Calls ❘ --Other-- ❘
❘ Waiting ❘
PDC ID Stat Line Num AvgTlk AvgACW Rfusd Num AvgTlk Split Num Old
407
408
409
Spl
SARAH
JOHN
JIM
2:2
Ring
ACD
Aval
Avail/3
W1242
Tot
5
5
4
14
2:19
1:39
2:04
2:00
0:23
0:27
0:00
0:25
0
0
1
1
0
0
3
3
0:00
0:00
1:54
1:54
1 PUBLC
2 BUSNS
3 CHART
4 SUPPT
1
2
2
0
0
0
6s
122s
55s
0s
0s
0s
5 -
6 -
CALL FLOW
❘ Splits- ❘ Intra
Gp Main Sec Flow
A
B
C
D
1
2
3
-
4
3
2
-
On
Off
On
Off
F10 - Help
Log In
1 Agent
Flog Out
2 Agents
F Events
4 log
F Line
5 Status
F Split
6 Status
F Config
7 Screen
F System
8 Status
NOTE: If the split has more than 14 agents, the Split Status screen
contains two pages.
The left section of the screen describes the activities of each agent in the split
and summarizes the activity in the entire split. The right side of the screen
keeps you in touch with the system as a whole by displaying the number of
calls waiting to be transferred to agents for each split and call flow status for
each line group. For an explanation of each type of data, see “Key to Split
Status Screen Data” later in this section.
If the data on a Split Status screen indicate a problem that needs immediate
correction, you can do so through dynamic reconfiguration. For more
information, see “Dynamic Reconfiguration,” later in this section.
Monitoring Call Management 5-19