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Glossary
Agents, Oth
Waitng, Num
Waitng, Old
The following terms refer to data collected since the beginning of the hour.
Abandon, Num
The number of agents currently active on calls not
related to ACD work such as outgoing calls, other
than ACD incoming calls, extension calls, and
transferred calls. Active calls include calls currently
connected to an agent and calls the agent has
placed on hold.
The number of calls currently waiting in a split. This
number includes calls which have not yet been
answered by CMS, are connected to a delay mes-
sage, or have returned unanswered to CMS after
being transferred to another agent. It does not
include calls which are ringing at an agent position
or which were put on hold by an agent. (These are
shown in the Agents ACD column.
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.
CMS Status Screens GL-13
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