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Contents
Issue 4 September 1995 xvii
Answered and Abandons F-2
Busies and Disconnects F-3
VDN Inflows and Outflows F-3
R3 CMS and BCMS Standards F-4
Vector Inflows and Outflows F-4
R3 CMS Standards F-4
Split Inflows, Outflows, and Dequeues F-5
R3 CMS and BCMS Standards F-5
R2 CMS Standards F-6
Examples of Split Flow Tracking F-7
Evaluating Split Performance F-12
■ Using BCMS/CMS Reports to Evaluate
Call Vectoring Activity F-14
CMS Reports F-14
BCMS Reports F-15
■ Using CMS in an EAS Environment F-16
Tracking Entities F-16
Agents and their Skills F-16
Direct Agent Calls F-16
Non-ACD Calls F-17
VDN Skill Preferences F-17
G Operation Details for the Route-to Command G-1
■ Introduction G-1
H Detailed Call Flow for Converse—VRI Calls H-1
■ Introduction H-1
■ Converse Call Placement H-2
■ Data Passing H-3
■ VRU Data Collection H-6
■ Script Execution H-7
■ Data Return H-7