ATT System 25 Call Management System Manual

20 Calls
Handled
Num
21 Calls
Handled
Avg Talk
22 Calls
Handled
ASA
23 Service
Levl
The total number of ACD calls serviced by a split.
This includes completed calls only; abandoned
calls are not counted.
The average time (in minutes and seconds) that
agents in a particular split spent on each CMS call
they completed. Talk time includes time that calls
were put on hold by an agent. Completed
intraflowed calls are also included.
The average speed of answer (ASA) for completed
calls. It is the average...

Using the Split Status Screens
With the Split Status screens, you can get a detailed picture of the activities of
each agent-in each split. You can also make an agent available or unavailable
for CMS calls by logging the agent in or out from the Split Status screen.
The same type of data is collected for each split. Each Split Status screen
contains one split’s data. Pressing 
[F6] (labeled “Split Status”) from any
other status screen, the Configuration screen, or the Events Log screen,
prompts you to...

To log in or log out an agent or view the next or previous page of a list of
agents, press the corresponding function key:
[F1] Log In Agent
Press this function key to place an agent currently in the Logged Out state
into the Available state. The agent must be in the displayed split of the active
configuration. The light next to the agent’s Available button will
automatically turn on, and the light next to the Logged Out button will turn
off. The agent’s status will be updated on the Split Status screen...

To select another screen from the Split Status screen, press the corresponding
function key:
[F4] Events Log
Press this function key to select the Events Log screen, which lists the 19
most recent exception, warning, and system error messages. For more
information, see “Using the Events Log Screen,” later in this section.
[F5] Line Status
Press this function key to select the Line Status screen, which displays
information about every line and every line group. For more information, see
“Using the Line...

Key to Split Status Screen Data
AGENT STATUS
The numbers in the following list correspond to the numbers circled in the
sample screen above.The statistics presented on this screen reflect the current
hour only.
1 PDC
2 IDThe PDC of the agent’s voice terminal.
The ID assigned to the agent.
5-22 Monitoring Call Management 

3 Status
4 Line
5 ACD Calls
Num
6 ACD Calls
AvgTlk
7 ACD Calls
AvgACW
The agent’s current status. During CMS Day
Service an agent’s status can be as follows:
Aval: The agent is currently available to accept an
ACD (CMS) call. The light next to the agent’s
Available button is on, and the agent’s voice
terminal is on-hook.
ACD: The light next to the agent’s Available or
ACW button is on, but the agent is busy on an
ACD (CMS) call or has placed an ACD call on
hold. The associated line ID is displayed in...

8 Calls RfusdThe number of ACD (CMS) calls that rang at an
agent’s station and were not answered by the
agent before the Transfer Return Threshold was
reached.
NOTE: A CMS call continues to ring at an agent
station beyond the Transfer Return Threshold if
no other agent is available and the caller has
already heard the announcement (or no
announcement is available). Even though the call
continues to ring at the station, CMS moves the
station from the Available to the ACW state when
the Transfer Return...

SPLIT STATUS
CALL FLOW
INFORMATION
19 OtherThe average talk time per non-ACD call.
AvgTlk
The top right section of the screen summarizes calls waiting for all splits.
20 SplitThe number and ID of the split.
21 WaitingThe number of CMS calls that are waiting to be
Numtransferred to an agent in the split.
22 WaitingThe number of seconds the current oldest call has
Oldbeen waiting to be transferred to an agent in a
particular split. Call waiting time ends when the
call begins ringing at the station of the...

Using the Line Status Screen
The Line Status screen, a sample of which is shown below, summarizes the
activity for each line in each line group. Pressing 
[F5] (labeled “Line Status”)
from any other status screen, the Configuration screen, or the Events Log
screen selects the Line Status screen.
LINE STATUSDay  CMS1.0  10:28a  06/14
LINE STATUSSubx .Calls. xSubx .Calls. x SPLIT STATUS
Gp  Gp  Line  P  Status  Num  HldT  Gp  Gp  Line P  Status  Num  HldT     x Waiting xA
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«
«
«
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«JOEL
LINDA...

To change a line’s priority or select another screen, press the corresponding
function key:
[F1] Change Priority
Press this function key to display the prompt that allows you to change a
CMS or transfer-queue line from a priority line to a nonpriority line, or vice
versa. The priority of a line determines its position in the queue of calls
waiting to be answered by an agent. Priority lines are answered first and are
indicated by a “+” in the P (priority) column of the Line Status screen.
After you press...