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Glossary
XX Total
XX Calls
Split Status
The top right section of the screen summarizes calls waiting for each split.
Waitng, Num
Waitng, Old
Call
Flow Information
The bottom right section of the screen shows how splits are assigned to line
groups and whether intraflow is turned on for each split.
GL-20 CMS Status Screens
The total number of lines in the line group.
The total number of completed ACD calls to the line
group during the current hour. Both serviced and
abandoned calls are included.
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.
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