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AT&T 999-501-149 Manuel D’Utilisation

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Key to Split Status Data
SPLIT STATUS INFORMATION
SPLIT 1: PERS
SPLIT STATUS
AGENT STATUS
Bon Voyage Travel
DAY CMSIIR2
4 : 0 3 p   0 6 / 0 2
1
❍
2
❍
ACD Calls
Other
Pos ID
Status
Num AvgTlk AvgACW Xfr Rfusd Num AvgTlk
16 TOM
LoggedOut        0
0:00
3
❍
❍
0             0             0
0:00
4
LoggedOut           0
0:00
5
17 CLIFF
❍
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
Waiting
S p l i t
Num Old
1 PERS
0
0s
10
2 CHART
0
❍
0s
3 CORP
0
0s
4 SUPPT
0
0s
5 -
0
0s
6 -
0
0s
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
CALL FLOW
6
❍
7
❍
8
❍
9
❍
Splits   Intra
Grp Main Sec FIow
A          1          3          On
B           1          3          On
C           2            4           On
D
3
 
-
Off
F10 - Help
F 
Change
F 
Events
F  
L i n e
F 
S p l i t
F 
Config
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.
Individual Agents
1   
Position number (MERLIN II system intercom number) and ID of agent
2   
Current 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
3   
Number of ACD calls answered during this hour, average talk time per
call, and average length of time spent in the after-call-work state
4   
Number of ACD calls transferrd by the agent and calls refused during
this hour
5   
Number of “Other” (not ACD) calls and average talk time per call during
this hour
Agent Summary Line
6   
Number of agents currently available out of total number of agents active
in split
7   
Total number of calls answered during this hour, average talk time per
call, and average time spent in the after-call-work state
8   
Total number of ACD calls transferred by agents in the split and calls
refused during this hour
9   
Total number of other than CMS calls during this hour and average talk
time per call
Monitoring Call Management
5-21