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Line Status Screen
LINE STATUS
This section explains the terms used to identify different types of information
on the Line Status screen. The statistics described on this screen are collected
on an hourly basis.
Grp
The letter assigned to the line group.
Line
The number of the line(s) assigned to each group.
P
Line priority status. A “+” in this column
indicates that the line is a priority line and will be
answered before other, nonpriority lines.
Stat
The line wait status, which can be one of the
following conditions:
Ring: Initial ringing; a call has seized the line, but
CMS has not answered it yet.
Idle: The line is not in use.
Wait: CMS has answered the call on this line.
The call is currently in the CMS hold state or
transfer ring state (ringing at an agent’s voice
terminal).
Cnct: An incoming or outgoing call on this line is
connected to an agent or nonagent. The call may
be in progress or may have been put on hold at
the voice terminal.
Calls Num
Calls HoldT
The number of calls coming in on a particular line.
Both serviced and abandoned calls are included;
calls connected to nonagents and outgoing calls on
CMS lines are not included.
The total amount of time (to the nearest minute)
calls are held on a given CMS line, measured from
line seizure to disconnect. Serviced and
abandoned calls are included; calls connected to
nonagents and outgoing calls on CMS lines are
not included.
LINE GROUP SUMMARY
A line group summary appears below the data for the lines in the line group.
The summary line is displayed in reverse video (dark letters on a light
background).
XX Busy
The number of lines in the line group that are
currently in use for incoming or outgoing calls.
Their status is “Ring,” “Wait,” or “Cnct. ”
XX Total
The total number of lines in the line group.
XX Calls
The total number of completed ACD calls to the
line group during the current hour. Both serviced
and abandoned calls are included.
CMS Status Screens G-13