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Supervising CMS
Waitng, Old
The following terms refer to data collected since the beginning of the hour.
Abandon, Num
Abandon, Delay
Intrflow, In
Intrflow, Out
Calls Handled,
Num
6-16 Monitoring Call Management
The number of seconds the current oldest call has
been waiting to be transferred to an agent in each
split. Call waiting time includes initial ringing time
and CMS hold time. The waiting time ends when
the call begins ringing at the position of the agent
who answers it.
The number of abandoned calls for a particular
split. Abandoned calls include those that were
disconnected prior to being transferred to an agent
and those that were answered by an agent but had
a talk time less than the abandoned call threshold.
Abandoned calls are credited to the main split, even
if the call was abandoned after being intraflowed to
the secondary split.
The average number of seconds an abandoned call
spent in the system.
The number of serviced calls intraflowed into a par-
titular split from another split. Calls are credited to
the split after they are completed.
The number of serviced calls originally meant for a
particular split but intraflowed to a secondary split.
Calls are credited to the split after they are com-
pleted.
The total number of ACD calls serviced by a split.
This includes completed calls only.
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