User`s guide

3 Status
4 Line
5 ACD Calls
Num
6 ACD Calls
AvgTlk
7 ACD Calls
AvgACW
The agent’s current status. During CMS Day
Service an agent’s status can be as follows:
Aval: The agent is currently available to accept an
ACD (CMS) call. The light next to the agent’s
Available button is on, and the agent’s voice
terminal is on-hook.
ACD: The light next to the agent’s Available or
ACW button is on, but the agent is busy on an
ACD (CMS) call or has placed an ACD call on
hold. The associated line ID is displayed in the
“Line” column.
ACW: The light next to the agent’s ACW button
is on, and the agent’s voice terminal is on-hook.
Othr: The light next to the agent’s Available or
ACW button is on, but the agent is busy on a
non-ACD call.
LOut: The light next to the agent’s Logged Out
button is on.
Ring: The agent’s voice terminal is ringing with
an ACD (CMS) call.
During CMS Night Service, an agent’s status can
be:
Nite: The agent’s voice terminal is on-hook.
Othr: The agent’s voice terminal is off-hook.
The line ID of the line to which the agent is
connected while servicing an ACD (CMS) call.
The number of completed ACD (CMS) calls the
agent has serviced. This figure includes
intraflowed calls.
The average amount of time (in minutes and
seconds) the agent has spent on each completed
ACD (CMS) call. This figure includes intraflowed
calls .
The average amount of time (in minutes and
seconds) the agent has spent on-hook in the
After-Call-Work state. Time spent off-hook on
non-ACD (“other”) calls while in the After-Call-
Work state is not included. If no ACD calls were
serviced by the agent during the data collection
period, the total ACW time is reported instead of
the average ACW time.
Monitoring Call Management 5-23