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Glossary
CMS Terms
Key words and phrases used in CMS are defined below.
Abandoned
Call
Abandoned
Call Threshold
ACD
(Automatic Call
Distributor)
ACD Call
ACW (After-
Call-Work)
State
Agent Position
Agent Split
Alert
GL-2 CMS Terms
A call that comes into CMS but is disconnected by
the caller before being serviced by an agent.
The minimum number of seconds an agent must
connected to a call for it to be considered a ser-
viced call. Calls that are disconnected before
reaching this threshold are considered abandoned
calls.
The general term for systems such as CMS that
automatically answer incoming calls and distribute
them to available agents.
An incoming call on a CMS line.
An agent work state in which the agent receives no
ACD calls. Agents usually put their telephones into
this state when they need to finish work associated
with previous calls.
The 2-digit LEGEND system extension number for
the telephone assigned to an agent.
A team of agents who handle the same types of
incoming calls.
A signal, either a beep from the CMS PC or a wall-
mounted light that turns on, to notify a CMS supervi-
sor that an exception threshold for an agent, split, or
be
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