Line Status Screen
This section explains the terms used to identify different types of information on the Line Status screen. The statistics described on this screen are collected on an hourly basis.
LINE STATUS | Grp |
| Line |
| P |
Stat
Calls Num
Calls HoldT
The letter assigned to the line group.
The number of the line(s) assigned to each group.
Line priority status. A “+” in this column indicates that the line is a priority line and will be answered before other, nonpriority lines.
The line wait status, which can be one of the following conditions:
Ring: Initial ringing; a call has seized the line, but CMS has not answered it yet.
Idle: The line is not in use.
Wait: CMS has answered the call on this line. The call is currently in the CMS hold state or transfer ring state (ringing at an agent’s voice terminal).
Cnct: An incoming or outgoing call on this line is connected to an agent or nonagent. The call may be in progress or may have been put on hold at the voice terminal.
The number of calls coming in on a particular line. Both serviced and abandoned calls are included; calls connected to nonagents and outgoing calls on CMS lines are not included.
The total amount of time (to the nearest minute) calls are held on a given CMS line, measured from line seizure to disconnect. Serviced and abandoned calls are included; calls connected to nonagents and outgoing calls on CMS lines are not included.
LINE GROUP SUMMARY A line group summary appears below the data for the lines in the line group. The summary line is displayed in reverse video (dark letters on a light background).
XXBusy
XX Total
XX Calls
The number of lines in the line group that are currently in use for incoming or outgoing calls. Their status is “Ring,” “Wait,” or “Cnct. ”
The total number of lines in the line group.
The total number of completed ACD calls to the line group during the current hour. Both serviced and abandoned calls are included.
CMS Status Screens
