Split Status - AT&T Call Management System Supervizor's Manual

Supervising CMS
ACD Calls,
AvgACW
ACD Calls,
%Tm
ACD Calls,
Rfusd
Other, Num
Other, AvgTlk

Split Status

The top right section of the screen summarizes calls waiting for all splits.
Waiting, Num
Waiting, Old
The average amount of time (in minutes and
seconds) the agent has spent in the After-Call-Work
state following an ACD call. Only completed After-
Call-Work sessions are used to calculate this aver-
age. Time spent on other than ACD ("other") calls
while in the After-Call-Work state is not included.
The percentage of time the agent spent on ACD-
related work within the current hour.
The number of ACD calls that the agent did not
answer.
The number of completed other than ACD calls the
agent has made or received.
The average amount of time (in minutes and
seconds) the agent has spent on completed "other"
calls. This includes any time during which the agent
placed the calls on hold.
The number of calls in a split that are ringing, con-
nected to the delay message, or on hold waiting for
an agent.
The number of seconds the current oldest call has
been waiting to be answered by an agent in a par-
ticular split.
Monitoring Call Management 6-21