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Glossary
Service Level
Service Level
Limit
Serviced Call
Shift
Configuration
Split, Agent
Supervisory
Login/Logout
Transfer-to-
Queue
GL-8
(routed automatically) to available agents in the
secondary split.
The percentage of calls that go from initial ringing to
answered within a specified length of time called
the service level limit.
A performance goal for answering incoming calls,
expressed in terms of the number of seconds it
should take for an incoming call to be answered by
an agent.
A CMS call that has been connected to an agent for
longer than the abandoned call threshold.
An arrangement of CMS line groups and agent
splits that, when activated, determines how CMS
calls are routed to agents. CMS allows you to
define as many as six different shift configurations.
See Agent Split.
A feature that allows a supervisor to change an
agent's work status (Available/ACW/Logged out)
from the CMS PC (via the Split Status screen) or
from the console (via feature buttons). This can be
done at any time during call management. It takes
effect immediately, unless an agent is on an ACD
call. When the call is complete, the new status goes
into effect.
A feature that allows an agent to transfer calls to
another split via a loop-back. The loop-back con-
sists of a tip/ring extension jack and a loop-start line
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