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Issue 4 September 1995
A-29
The command is considered a call acceptance vector command whenever one
of the following is true:
■ Call terminates to an agent.
■ Call queues to a split (skill).
The call is considered a neutral vector command when the call neither terminates
nor queues.
No COR checking is carried out when a
check-backup
step places a call to a
split or skill.
CMS Interactions
Calls answered via the check-backup command are indicated as answered by
backup in CMS.
R3 CMS: Calls queued via a
check-backup split (skill)
command are tracked as
CALLSOFFERRED and LOWCALLS/MEDCALLS/HIGHCALLS/TOPCALLS.
The presence of the command in a vector enables the calls serviced by the
vector to be vector-directed. When such a call is answered by an agent, the call
is tracked as ACDCALLS/ANSTIME, and it is reported as “ACD Calls,” “Split ACD
Calls,” and “Avg Speed Ans.” If the call is also queued to other splits (skills),
OUTFLOWCALLS/OUTFLOWTIME is tracked in the first split (skill) to which the
call queues, and “Flow Out” is reported (unless the split (skill) turns out to be the
answering split (skill)). DEQUECALLS/DEQUETIME is tracked in the second and
third splits (skills) if these splits (skills) are not the answering split (skill), and the
call is reported as “Dequeued Calls” and ‘‘Dequeued Avg Queue Time.’’
However, if the second or third split (skill) is the answering split (skill),
INFLOWCALLS is tracked in the split (skill), and the call is reported as ‘‘Flow In.’’
Whenever the call is answered in a split (skill) accessed by the
check-backup
split
command, the BACKUPCALLS data base item is incremented, and the call
is reported as ‘‘Calls Ans in Backup’’ and ‘‘Calls Handled/Backup.’’ The ‘‘Calls
Ans in Main’’ report item is calculated by using the algorithm ACDCALLS -
BACKUPCALLS.
If the call abandons after the command queues the call to a split (skill),
ABNCALLS/ABNTIME is tracked for the vector, the VDN, and the first split (skill)
to which the call is queued. The call is reported as ‘‘Aban Call’’ and ‘‘Avg Aban
Time.’’ If the call is also queued to other splits (skills),
DEQUECALLS/DEQUETIME is tracked in these splits (skills), and the call is
reported as ‘‘Dequeued Calls’’ and ‘‘Dequeued Avg Queue Time.’’ R2 CMS: An
ACD call that is directed via the command and that is subsequently answered is
tracked as ANSWERED/ANSDELAY and ACDCALLS. The call is reported as ‘‘No.
ACD Calls,’’ ‘‘No. Calls Ans,’’ and ‘‘Avg Speed Ans.’’ If the call is also queued to
other splits (skills), OUTFLOW is tracked in these splits (skills), and the call is