Split Status Screens - AT&T Merlin II Feature Module 2 Installation Ans Getting Started Manual

SPLIT STATUS SCREENS

The Split Status screens give you a detailed picture of the activities of each
agent in each split. For instance, you can see how many calls each agent has
answered and the average time an agent spends on a call. Each Split Status
screen contains one split's data.
Bon Voyage Travel
Pos ID Status
Num AugTlk AugACW Xfr Rfusd Num AugTlk
16 TOM LoggedOut 0
LoggedOut 0
17 CLIFF
LoggedOut 0
19 ERNIE
LoggedOut 0
21 DEB
LoggedOut 0
23 BOB
LoggedOut 0
24 SHERM
25 WALT
LoggedOut 0
Agent Status
The following list refers to the screen above.
Individual Agents
Pos/ID: Position number (MERLIN II system default intercom number) and
ID of agent
Status: Current status, i.e., ringing, busy with ACD call (and line number),
available to take call, in After-Call-Work (ACW) state, logged out, in Night
state, or on an other than ACD call ( "OtherCall" )
ACD Calls: Number of ACD calls answered during this hour, average talk
time per call, average length of time spent in the ACW state, number of
ACD calls transferred during this hour, number of calls refused during
this hour
Other: Number of "Other" (not associated with ACD) calls and average
talk time per call during this hour
Agent Summary Line
Num: Number of agents currently available out of total number of agents
active in split
AvgTlk/AvgACW/Xfr/Rfusd: Total number of calls answered during this
hour, average talk time per call, and average time spent in the After-Call-
Work state, total number of calls transferred and refused during this hour
Num/AvgTlk: Total number of calls during this hour on lines not assigned
to CMS and average talk time per call
0:00 0:00 0 0
0
0:00 0 0
0:00
0
0:00
0:00 0 0
0
0:00
0:00 0 0
0
0:00
0:00 0 0
0
0:00
0:00 0 0 0
0:00 0
0:00 0 0
DAY CMSIIR2
4: 03p 06/02
Split
Num Old
0:00 l PERS 0 0s
0:00 2 CHART 0 0s
0:00 3 CORP 0 0s
0:00
4 SUPPT 0 0s
0:00
0s
5 - 0
0:00 0s
6 -
0
0:00
Grp Main Sec Flow
A 1 3 On
B 1 3 On
C 2 4 On
D 3 - Off
Step 9: Managing Calls 5 7