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SPLIT INFORMATION
Lines Total
Splits Main
Splits Sec
Flow
Split
Agents ACD
Agents Avail
Agents ACW
Agents Out
Agents Oth
Waiting Num
The total number of lines in the group.
The number of the main split assigned to the line
group. If no main split is assigned, a hyphen
appears instead of a number.
The number of the secondary split assigned to the
line group for intraflow. The secondary split can
receive calls for the line group only if intraflow is
on. If no secondary split is assigned, a hyphen
appears instead of a number.
Intraflow is indicated by “On” or “Off”. The
secondary split can receive calls only if intraflow is
on.
The number and ID of each split.
The number of agents currently active on ACD
calls. Active calls include both calls currently
connected to an agent and calls the agent has
placed on hold.
The number of agents currently available to
receive ACD calls (that is, agents who are not
active on any call, not in the ACD, ACW, or
logged out state, or have not yet answered a
ringing ACD call).
The number of agents currently in the after-call-
work state.
The number of agents currently in the logged out
or night state, and not available to receive an ACD
call.
The number of agents currently active on calls not
related to ACD work such as outgoing calls, other
than ACD incoming calls, intercom calls, and
transferred calls. Active calls include calls
currently connected to an agent and calls the
agent has placed on hold.
The number of calls currently waiting in a split.
This number includes calls which have not yet
been answered by CMS, are connected to a delay
message, or have returned unanswered to CMS
after being transferred to another agent. It does
not include calls which are ringing at an agent
position or which were put on hold by an agent.
CMS Status Screens G-9