Function Keys - AT&T Call Management System Supervizor's Manual

Supervising CMS
Calls Handled,
Avg Talk
Calls Handled,
ASA
Serv Levi

Function Keys

[F1] (Day/Night). Press this function key to change the system from Day
Service mode to Night Service mode or vice versa. For more information,
see "Night Service, " in this chapter.
[F2] (Set Options). Use this function key to select the Set Options screen
to change options such as the service level and the abandoned call thres-
hold. For more information, refer to "Changing System Options" in
Chapter
4.
[F3] (Set Exceptns). Use this function key to view the Exception Setting
screen. That screen enables you to select different exceptions or change
exception thresholds. For more information, see "Programming Excep-
tions" in Chapter
(Events Log). Press
[F4]
This screen displays the
The average time (in minutes and seconds) that
agents in a particular split spent on each CMS call
they completed. Talk time includes time that calls
were put on hold by an agent.
The average speed of answer for completed calls,
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 split that answered it, not the main split.
The service level is the percentage of calls con-
nected to an agent within the service level limit set
by the system manager. This includes completed
calls only.
4.
this function key to select the Events Log screen.
19 most recent exceptions and system errors.
Monitoring Call Management 6-17