Table of Contents
Advertisement
Glossary
Transfer
Return Interval
CMS Status Screens
The System Status, Split Status, and Line Status screens provide data that is
continuously updated to help you monitor your CMS system. 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
abandoned call threshold. "Abandoned" calls come into CMS but are
not handled by an agent; either the call was disconnected before
being transferred to an agent, or the talk time was less than the aban-
doned 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 ser-
viced 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 com-
pleted. Some statistics, then, such as total holding time of a line, may
show more than 60 minutes of activity within a given hour.
GL-10 CMS Status Screens
The number of times a transferred call rings before
returning to the telephone from which it was
transferred.
Advertisement
Table of Contents
