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Supervising CMS
The left section of the screen describes the activities of each agent in a par-
ticular split and summarizes the activity in the entire split. The right side of
the screen keeps you in touch with the system as a whole by summarizing
calls waiting for all splits and intraflow assignments. An explanation of each
type of data on this screen follows. The circled numbers on the figure are
keyed to the text explanation.
Bon Voyage Travel
Status
Pos ID
ACD 8532
16 TOM
17 CLIFF Available
19 ERNIE ACWork
ACD 1808
21 DEB
23 BOB
ACD 8518
24 SHERM ACD 8531
ACD 1818
25 WALT
Spl 1:1 Avail/ 7 Tot 6
F Change
lAgt Stat
Figure 6-6. Split Status Screen
NOTE:
If an agent answers an ACD call and then transfers the call to another agent
or to a nonagent, the statistics for the call are not included in the data shown
on the Split Status screen.
SPLIT STATUS INFORMATION
SPLIT 1: PERS
ACD
Calls
Num AvgTlk AvgACW %Tm Rfusd Num AvgTlk
0:21
0:56
1
0:25
2
0:41
0:00
1:42
2
1:35
0:08
1
0:00
0
0:00
0:00
0
0:00
0:00
0:00
0
0:13
1:12
F Events
4
Log
CMS R3.O 6:35p 03/04
DAY
Other
14
0
0
0:00
0
0:00
25
0
39
0
0
0:00
0:00
20
0
0
0
0
0
0:00
0
0
0
0:00
0
0:00
0
0
19
0
F
Line
F Split
5 Status
6 Statue
Monitoring Call Management 6-19
SPLIT STATUS
Waiting
Split
Num Old
1 PERS
o
0s
2
CHART
1
0s
3
CORP
O
0s
4
SUPPT
O
0s
5
-
0
0s
0
6
-
0s
CALL FLOW
Splits
Intra
Gp Main Sec Flow
A
1
3
On
B
1
3
On
c
2
4
On
D
3
-
Off
F1O - Help
F Config
F System
7 Screen
8 Status
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