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Key to Split Status Data
SPLIT STATUS INFORMATION
SPLIT 1: PERS
SPLIT STATUS
AGENT STATUS
Bon Voyage Travel
DAY CMSIIR2
4:03p 06/02
1
❍
2
❍
ACD Calls
Other
Pos ID
Status
Num AvgTlk AvgACW Xfr Rfusd Num AvgTlk
16 TOM
LoggedOut 0
0:00
3
❍
❍
0 0 0
0:00
4
LoggedOut 0
0:00
5
17 CLIFF
❍
0:00
0:00
0 0 0
0:00
19 ERNIE
LoggedOut 0
0:00 0:00
0 0 0
0:00
21 DEB
LoggedOut 0
0:00
0:00 0 0 0 0:00
23 BOB
LoggedOut 0
0:00
0:00 0 0
0
0:00
24 SHERM
LoggedOut 0
0:00
0:00 0 0 0 0:00
Waiting
Split
Num Old
1 PERS
0
0s
10
2 CHART
0
❍
0s
3 CORP
0
0s
4 SUPPT
0
0s
5-
0
0s
6-
0
0s
25 WALT
LoggedOut 0 0:00
0:00 0 0 0
0:00
Spl 1:0 Avail/ 7 Tot
0 0:00
0:00 0
0 0
0:00
CALL FLOW
6
❍
7
❍
8
❍
9
❍
Splits Intra
Grp Main Sec FIow
A 1 3 On
B 1 3 On
C 2 4 On
D3 - Off
F10 - Help
F Change
F Events
F Line F Split F Config
F System
1 Agt Stat
4
Log
5 Status
6 Status
7 Screen
8 Status
The numbers in the following list are keyed to the circled numbers in the
screen above.
Individual Agents
1 Position number (MERLIN II system intercom number) and ID of agent
2 Current status, i.e., busy with ACD call, (including ID of line that agent is
using), available to take call (”Avail”), in after-call-work state (”ACWork”),
in logged out state (”LoggedOut”), in night state (” Night”), or on an other
than ACD (”OtherCall”) call
3 Number of ACD calls answered during this hour, average talk time per
call, and average length of time spent in the after-call-work state
4 Number of ACD calls transferrd by the agent and calls refused during
this hour
5 Number of “Other” (not ACD) calls and average talk time per call during
this hour
Agent Summary Line
6 Number of agents currently available out of total number of agents active
in split
7 Total number of calls answered during this hour, average talk time per
call, and average time spent in the after-call-work state
8 Total number of ACD calls transferred by agents in the split and calls
refused during this hour
9 Total number of other than CMS calls during this hour and average talk
time per call
Monitoring Call Management
5-21