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Glossary
ACD CALLS,
Num ACD Calls
ACD CALLS,
Flow In
ACD CALLS,
Flow Out
ACD CALLS,
Avg Talk Time
ACD CALLS,
Avg After Call
The total number of completed calls to agents dur-
ing a given hour. Calls still in progress at the end of
the hour are included in the next hour's data. The
Num ACD Calls should be identical to that shown in
the Daily Agent Split Summary.
The total number of completed calls intraflowed
from another split into this split during a given hour.
Intraflowed calls still in progress at the end of the
hour are included in the next hour's data.
The total number of completed calls intraflowed out
of this split and answered by agents in another split
during a given hour.
The average amount of time (in minutes and
seconds) agents in the split spent on an ACD call.
The average includes time a call may have been
placed on hold by an agent. Calls still in progress
at the end of the hour are included in the next hour's
data. (The figure in the totals line under this column
should be identical to the Avg Talk Time total in the
Daily Agent Split Summary.)
The average time (in minutes and seconds) agents
spent in the primary after-call-work state for each
ACD call during a given hour. The average includes
time only for completed ACW sessions following
completed ACD calls. The average does not
include time spent on the phone while in the ACW
state. (The figure in the totals line under this column
should be identical to the Avg After Call total in the
Daily Agent Split Summary.)
CMS Reports GL-25
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