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Supervising CMS
The following terms are used on CMS Status screens to distinguish between
different types of calls:
Serviced vs. abandoned. These terms distinguish between incoming
calls that were or were not handled by an agent. "Serviced" calls come
into CMS and are connected to an agent for a longer time than the aban-
doned call threshold. "Abandoned" calls come into CMS but are not han-
dled by an agent; either the call was disconnected before being
transferred to an agent, or the talk time was less than the abandoned call
threshold.
Completed vs. not completed. These terms describe the status of a call
on a CMS line at a particular time. When the terms are used to describe
CMS calls, "completed" calls are those that have been serviced by agents
and then disconnected. Calls "not completed" are those that either were
abandoned or are currently in progress (ringing, on hold, or connected to
agents). When these terms are used to describe "other" (other than CMS)
calls, a "completed" call is any call that has been disconnected, and a
"not completed" call is one that has not yet been disconnected.
Many CMS statistics are based on completed activities for a certain hour,
If a call is in progress when an hour ends, the data on that call are not
included in the statistics for that hour. The data on the call are included
instead in the statistics for the hour in which the call is completed. Some
statistics, then, such as total holding time of a line, may show more than
60 minutes of activity within a given hour.
ACD vs. Other. These terms distinguish between the types of incoming
and outgoing calls on the MERLIN LEGEND system.
ACD: Incoming calls to CMS lines which are answered by the CMS and
transferred to an available agent are considered "ACD" (automatic call
distributor) calls.
Other: "Other" calls are all outbound calls (even if made on CMS lines),
and all other non-ACD incoming calls--extension calls, non-CMS outside
line calls, and calls transferred to an agent by another person, including
calls which were originally ACD calls.
NOTE:
Once an ACD call is transferred, the statistics change to "other."
6-12 Monitoring Call Management
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