Agent Status - AT&T Call Management System Supervizor's Manual

Supervising CMS

Agent Status

P o s - I D
S t a t u s
ACD Calls,
Num
ACD Calls,
AvgTlk
6-20 Monitoring Call Management
The first two columns list the agent's position
number, which is the MERLIN LEGEND system
extension number of the agent's telephone, and the
agent's ID, an assigned "name" of up to five char-
acters.
The agent's current status, which can be one of the
following conditions:
Available: The agent is currently available to accept
an ACD call (the agent is not on a call and not in the
After-Call-Work state).
ACD: The agent is busy on an ACD call or has
placed an ACD call on hold; the associated line ID
is displayed.
OtherCall: The agent is busy on a call not related to
ACD work.
ACWork: The agent is in the After-Call-Work state
and is not available to take calls.
LoggedOut: The agent is in the logged out state
and is unavailable to take calls.
Night: The agent's voice terminal is hung up, and
the CMS is in Night Service.
The number of completed ACD calls the agent has
serviced. This figure includes intraflowed calls.
The average amount of time (in minutes and
seconds) the agent has spent on each completed
ACD call. This figure includes intraflowed calls.