User`s guide

8 Calls Rfusd The number of ACD (CMS) calls that rang at an
agent’s station and were not answered by the
agent before the Transfer Return Threshold was
reached.
NOTE: A CMS call continues to ring at an agent
station beyond the Transfer Return Threshold if
no other agent is available and the caller has
already heard the announcement (or no
announcement is available). Even though the call
continues to ring at the station, CMS moves the
station from the Available to the ACW state when
the Transfer Return Threshold is exceeded. To
receive credit for the call after it has exceeded the
threshold, the agent must press the Available
button before answering the call. Otherwise, the
agent is credited for handling an “other” call.
9 Other Num
The number of completed non-ACD calls the
agent has placed or received.
10 Other The average amount of time (in minutes and
AvgTlk
seconds) the agent has spent on completed
“other” calls. This includes any time during
which the agent had the calls on hold.
SPLIT SUMMARY LINE Summary data for the agent split appear in reverse video (dark letters on a
light background) below the agent data. The figures are totals and averages
for the entire split during the current hour.
11 Spl X
The number of the split, such as Spl 1 for split 1.
12 XX Avail
13 XX Tot
The number of agents currently available to
answer ACD (CMS) calls.
The total number of agents currently assigned to
the split.
The total number of ACD calls answered by
agents in the split.
14 ACD Calls
Num
15 ACD Calls
AvgTalk
16 ACD Calls
AvgACW
The average talk time per ACD (CMS) call (not per
agent).
The average ACW time per call.
The total number of calls refused.
The total number of non-ACD calls placed or
answered.
17 Calls Rfusd
18 Other Num
5-24 Monitoring Call Management