AT&T Call Management System Supervizor's Manual page 285

Glossary
ACD Calls,
Num
ACD Calls,
AvgTlk
ACD Calls,
AvgACW
ACD Calls,
%Tm
ACD Calls,
Rfusd
Other, Num
Other, AvgTlk
GL-16 CMS Status Screens .
LoggedOut: The agent is in the logged out state
and is unavailable to take calls.
Night: The agent's telephone is hung up, and the
CMS is in Night Service.
The number of completed ACD calls the agent has
serviced. This figure includes intraflowed calls.
The average amount of time (in minutes and
seconds) the agent has spent on each completed
ACD call. This figure includes intraflowed calls.
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 call
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.
s the