Avg Speed (Average Speed Of Answer) - AT&T Call Management System Supervizor's Manual

Changing System Options and Programming Exceptions
If you want to enter threshold values, enter a number of seconds (1
3.
through 999) for each split. If you do not want to activate this exception
for a particular split, enter a hyphen.
4.
Enter an alert number or a hyphen in the field to the right of the slash.
(See page 4-26 for more on alerts.)
Press [F8] (Enter Data).
5.
The prompt clears and the function keys change.
6. Choose another activity from this screen, or press [F8] (Admin
Exceptns) to return to the Exception Settings screen.
7. Press [F8] (Admin Menu) when you finish programming exceptions.
The following message appears when the exception threshold is met:
*** Split 2 - Oldest Call Waiting >= 5 sec
An alert, if assigned, is activated when the threshold is met.

Avg Speed (Average Speed of Answer)

The average speed of answer is the average time it takes from the time a call
rings until it is connected to an agent in a given split. This includes the
answer delay (the amount of time a call rings before CMS answers it), the
time connected to the voice announcement unit, the time on hold, and the
time it takes to transfer the call to an agent.
If you turn on this exception, CMS notifies you when the average speed of
answer in a split meets or exceeds the threshold you set for the current hour.
You can assign an external alert to this exception.
1. Press [F4] (Avg Speed).
The following prompt appears:
AVG SPEED ANS : ON/OFF?
3 :- /- 4:- /- 5:- /- 6:- /-
The symbols (s/a) are shown to remind you that the threshold value (in
seconds) is entered before the slash, and the alert number (if any) is
entered after the slash.
(s/a) 1:- /- 2:-
Programming Exceptions 4-21
/- \