CMS Status Screens
The System Status, Split Status, and Line Status screens provide data that is continuously updated to help you monitor your CMS system. The following terms are used to distinguish between different types of calls:
●Serviced vs. abandoned. These terms distinguish between incoming calls that were or were not handled by an agent. “Serviced” calls come into CMS and are connected to an agent for a longer time than the abandoned call threshold. “Abandoned” calls come into CMS but are not handled by an agent; either the call was disconnected before being transferred to an agent, or the talk time was less than the abandoned call threshold.
●Completed vs. not completed, These terms describe the status of a call on a CMS line at a particular time. When the terms are used to describe CMS calls, “completed” calls are those that have been serviced by agents and then disconnected. Calls “not completed” are those that either were abandoned or are currently in progress (ringing, on hold, or connected to agents). When these terms are used to describe “other” (other than CMS) calls, a “completed” call is any call that has been disconnected, and a “not completed” call is one that has not yet been disconnected.
Many CMS statistics are based on completed activities for a certain hour. If a call is in progress when an hour ends, the data on that call are not included in the statistics for that hour. The data on the call are included instead in the statistics for the hour in which the call is completed. Some statistics, then, such as total holding time of a line, may show more than 60 minutes of activity within a given hour.
●ACD vs. Other. These terms distinguish between the types of incoming and outgoing calls on the MERLIN II system.
ACD: Incoming calls to CMS lines which are answered by the CMS and transferred to an available agent are considered “ACD” (automatic call distributor) calls.
Other: “Other” calls are all outbound calls (even if made on CMS lines), and all other
System Status Screen
LINE GROUP INFORMATION
This section explains the terms used to identify different types of information on the System Status screen.
NOTE: If an agent answers an ACD call and then transfers it to another agent or to a nonagent, the statistics for that call are not included in the data shown on the System Status screen, except as “Other” calls.
Line Group | The first two columns list the letter to which a line |
| group is assigned, and the line group ID. |
Lines Busy | The number of lines in the line group that are |
| either ringing, on hold, or connected. |
