AT&T Merlin II Feature Module 2 System Manual page 210

G-10 CMS Status Screens
Waiting Old The number of seconds the current oldest call has
been waiting to be transferred to an agent in a
particular 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 following terms
refer to data collected since the beginning of the hour.
Abandon Num 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.
Abandon Delay The average number of seconds an abandoned call
spent in the system.
Intraflow In The number of serviced calls intraflowed into a
particular split from another split. Calls are
credited to the split after they are completed.
Intraflow Out The number of serviced calls originally meant for a
particular split but intraflowed to a secondary
split. Calls are credited to the split after they are
completed.
Calls Handled
The total number of ACD calls serviced by a split.
Num
This includes completed calls only.
The average time (in minutes and seconds) that
Calls Handled
agents in a particular split spent on each CMS call
Avg Talk
they completed. Talk time includes time that calls
were put on hold by an agent.
Calls Handled The average speed of answer for completed calls,
ASA which is the average number of seconds that these
calls waited for an agent. Waiting time includes
the initial ringing time, CMS hold time, and the
time the call rings at an agent's voice terminal.
The waiting time for intraflowed calls is reflected
in the average speed of answer for the secondary
split, not the main split.
Serv Levl The service level is the percentage of calls
connected to an agent within the service level limit
set by the system administrator. This includes
completed calls only.