Filter
Top Products
Interactions Between Call Vectoring/EAS and
BCMS/CMS
F-12 Issue 4 September 1995
3. Call is queued to split 4.
Here’s the tracking table for this scenario:
Comments:
■ R3 CMS:
Outflow
is tracked in split 1 because this split is the
original
primary split, the call is dequeued from this split via a
route-to digits
(or
messaging split
) step, and the call is answered in split 4, which becomes
the
new
primary split.
Dequeue
is tracked in splits 2 and 3 because the
call is dequeued from each of these splits without being answered in any
one of them.
■ BCMS: Follows the same scheme as R3 CMS except for the
dequeue
tracking.
■ R2 CMS:
Outflow
is tracked in splits 1, 2, and 3 because the call is
dequeued from these splits without being answered in any of them.
Inflow
is tracked in split 4 because this split is the first one to which the call is
requeued after the
route-to digits
(or
messaging split
) command is
executed.
Evaluating Split Performance
By using the information presented to this point, along with the information from
various reports (as discussed in the next section), the split supervisor can
answer one or more questions concerning split performance and then make
adjustments, if necessary. Here are some of the questions the supervisor can
answer:
1. How many ACD calls offered to my split were ‘‘mine’’ (that is, were offered
to this split as the primary split)?
NOTE:
Split ‘‘ACD calls’’ include Direct Agent Calls for BCMS and for R2
CMS, but not for R3 CMS, which tracks Direct Agent Calls
separately.
Table F-8. Tracking for Call Answered after Route to Split
Split Tracking
1234
R3 CMS outflow dequeue dequeue answer
BCMS outflow answer
R2 CMS outflow outflow outflow inflow
answer