AT&T 999-501-149 Key to Split Status Data, Agent Status, Individual Agents, Agent Summary Line

Key to Split Status Data

Bon Voyage Travel DAY CMSIIR2 4:03p 06/02

						SPLIT STATUS INFORMATION
				SPLIT 1: PERS
	❍1	❍2					ACD Calls					Other
Pos ID		Status		Num AvgTlk			AvgACW	Xfr	Rfusd		Num		AvgTlk
16	TOM	LoggedOut	0		3	0:00	0:00	0	❍4 0	0			❍5 0:00
17	CLIFF	LoggedOut	0		❍	0:00	0:00	0	0	0			0:00
19	ERNIE	LoggedOut	0			0:00	0:00	0	0	0			0:00
21	DEB	LoggedOut	0			0:00	0:00	0	0	0			0:00
23	BOB	LoggedOut	0			0:00	0:00	0	0	0			0:00
24	SHERM	LoggedOut	0			0:00	0:00	0	0	0			0:00
25	WALT	LoggedOut	0			0:00	0:00	0	0	0			0:00
Spl 1:0 Avail/ 7 Tot			0			0:00	0:00	0	0	0			0:00
		❍				❍		❍8					❍9
		6				7

	SPLIT STATUS
	S p l i t					Waiting
					Num		Old
1	PERS					0 ❍10 0s
2	CHART				0		0s
3	CORP				0		0s
4	SUPPT				0		0s
5	-				0		0s
6	-				0		0s
		CALL FLOW
				Splits			Intra
Grp			Main		Sec		FIow
	A	1			3		On
	B	1			3		On
	C	2			4		On
	D	3			-		Off

F Change	F Events		F L i n e	F S p l i t	F Config	F10 - Help
						F System
1 Agt Stat	4	Log	5 Status	6 Status	7 Screen	8 Status

The numbers in the following list are keyed to the circled numbers in the screen above.

AGENT STATUS Individual Agents

1Position number (MERLIN II system intercom number) and ID of agent

2Current status, i.e., busy with ACD call, (including ID of line that agent is using), available to take call (”Avail”), in after-call-work state (”ACWork”), in logged out state (”LoggedOut”), in night state (” Night”), or on an other than ACD (”OtherCall”) call

3Number of ACD calls answered during this hour, average talk time per call, and average length of time spent in the after-call-work state

4Number of ACD calls transferrd by the agent and calls refused during this hour

5Number of “Other” (not ACD) calls and average talk time per call during this hour

Agent Summary Line

6Number of agents currently available out of total number of agents active in split

7Total number of calls answered during this hour, average talk time per call, and average time spent in the after-call-work state

8Total number of ACD calls transferred by agents in the split and calls refused during this hour

9Total number of other than CMS calls during this hour and average talk time per call

Monitoring Call Management 5-21