Split Information - AT&T Call Management System Supervizor's Manual

Supervising CMS

Split Information

Split
Agents, ACD
Agents, Avail
Agents, ACW
Agents, Out
Agents, Oth
Waitng, Num
The number and ID of each split.
The number of agents currently active on ACD calls
including ringing calls at agent stations. Active
calls include both calls currently connected to an
agent and calls the agent has placed on hold.
The number of agents currently available to receive
ACD calls.
The number of agents currently
Work state.
The number of agents currently
or Night state, and not available to receive an ACD
call.
The number of agents currently active on calls not
related to ACD work such as outgoing calls, other
than ACD incoming calls, transferred ACD 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 an 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.
in the After-Call-
n the Logged Out
Monitoring Call Management 6-15