monitor bcms
Issue 1 May 2002
7-217555-233-143
Output for monitor bcms split
The following display shows a typical result when mon bcms spl 1 is entered.
Field Descriptions
Split:
The number of the split requested. This field is translation data.
Split Name:
The name of the split requested. If no name exists the split extension is
displayed in the form “EXT xxxxx”. This field is translation data.
Date:
The current date and time which is updated every 30 seconds or when the
UPDATE key is pressed.
Calls Waiting:
The number of calls currently waiting in this split’s queue. If any of these
calls are Direct Agent Calls, the field will be preceded by an asterisk. This
field is real-time status data.
Oldest Call:
The time in minutes:seconds that the current oldest call has waited in this
split’s queue. This field is real-time status data.
Staffed:
The number of agents currently logged into this split. This field is real-time
status data.
Avail
The number of agents currently available to receive an Automatic Call
Distribution (ACD) call in this split. Agents are in either the Auto-in or
Manual-in work modes and are not currently on a call. If the agent is on
another split’s call or in After Call Work (ACW) for another split, this agent
is not considered available and will not be recorded here. This field is
real-time status data.
ACD
The number of agents in this split currently on an Automatic Call
Distribution (ACD) call for this split. This includes ACD calls that are being
handled by this split that arrive as coverage from another split. This field
also includes outbound calls (Outgoing Call Manager) that are distributed
through the ACD. Note that if an agent puts an ACD call on hold, but does
not enter another state (for example, the agent does not enter the AVAIL
state), the agent will still be seen as in the ACD state. This field is real-time
status data.
monitor bcms split 1 Page 1 of 1
BCMS SPLIT (AGENT) STATUS
Split: 1
Split Name: hunt group 1 Date: 9:02 TUE OCT 22 1991
Calls Waiting: 0
Oldest Call: 0:00
0=Staffed 0=Avail 0=ACD 0=ACW 0=AUX 0=Extn 0=OtherSplit
AGENT EXT STATE TIME ACD EXTN IN EXTN OUT
CALLS CALLS CALLS
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