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Split Status Screen
AGENT STATUS
This section explains the terms used to identify different types of information
on the Split Status screen.
The statistics presented on this screen are
collected on an hourly basis.
NOTE: If an agent answers an ACD call and then transfers the call to
another agent or to a nonagent, the statistics for the call are not
included in the data shown on the Split Status screen.
Pos-ID
Status
ACD Calls
Num
ACD Calls
AvgTlk
ACD Calls
AvgACW
The first two columns list the agent’s position
number, which is the MERLIN II system intercom
number of the agent’s voice terminal, and the
agent’s ID, an assigned “name” of up to five
characters.
The agent’s current status, which can be one of
the following conditions:
Available: The agent is currently available to
accept an ACD call (the agent is not on a call and
not in the after-call-work state).
ACD: The agent is busy on an ACD call or has
placed an ACD call on hold; the associated line ID
is displayed.
OtherCall: The agent is busy on a call not related
to ACD work,
ACWork: The agent is in the after-call-work state
and is not available to take calls.
LoggedOut: The agent is in the logged out state
following the startup procedure or has placed
himself in the logged out state, and is unavailable
to take calls.
Night: The agent’s voice terminal is on hook, and
the CMS is in Night Service.
The number of completed ACD calls the agent has
serviced. This figure includes intraflowed calls.
The average amount of time (in minutes and
seconds) the agent has spent on each completed
ACD call. This figure includes intraflowed calls.
The average amount of time (in minutes and
seconds) the agent has spent in the primary after-
call-work state following an ACD call. Only
completed after-call-work sessions are used to
calculate this average. Time spent on other than
ACD (”other”) calls while in the after-call-work
state is not included.
ACD Calls Xfr
The number of ACD calls transferred by an agent.
CMS Status Screens G-11