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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 non-ACD incoming calls—intercom calls, non-CMS outside
line calls, and calls transferred to an agent by another person.
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
Lines Busy
The first two columns list the letter to which a line
group is assigned, and the line group ID.
The number of lines in the line group that are
either ringing, on hold, or connected.
G-8 CMS Status Screens