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SPLIT STATUS
CALL FLOW
INFORMATION
ACD Calls
The number of ACD calls that the agent did not
Rfusd
answer.
Other Num The number of completed other than ACD calls
the agent has made or received.
Other AvgTlk The average amount of time (in minutes and
seconds) the agent has spent on completed
“other” calls. This includes any time during
which the agent placed the calls on hold.
The top right section of the screen summarizes calls waiting for all splits.
Waiting Num
The number of calls in
connected to the delay
waiting for an agent.
a split that are ringing,
message, or on hold
Waiting Old The number of seconds the current oldest call has
been waiting to be answered by an agent in a
particular split.
The bottom right section of the screen shows how splits are assigned to line
groups and whether intraflow is turned on for each split.
G-12 CMS Status Screens