route-to command interactions with CMS

Last Updated : Oct 24, 2012 |

Route-to station or attendant

Database item

Report heading

Notes

  • OutflowCalls

  • OutflowTime

  • Flow out

  • Vector flow out

  • DequeueCalls or DequeueTime

First split

  • Dequeued calls

  • Dequeued average queue time

Second or third split

InTime

DequeueCalls or DequeueTime

Average time in vectors

  • ConnectCalls

  • ConnectTime

Other calls connect

Answered calls on G3

Route-to trunk

Database item

Report heading

Notes

  • OutflowCalls

  • OutflowTime

  • Flow out

  • Vector flow out

  • VDN flow out

First split

DequeueCalls or DequeueTime

  • Dequeued calls

  • Dequeued average queue time

Second or third split

Route-to VDN

Database item

Report heading

Notes

  • OutflowCalls

  • OutflowTime

  • Flow out

  • Vector flow out

  • VDN flow out

First split

DequeueCalls or DequeueTime

  • Dequeued calls

  • Dequeued average queue time

Second or third split

InTime

Average time in vector

InflowCalls

  • Vector flow in

  • VDN flow in

  • New vector

  • New VDN

  • InterflowCalls

  • InterflowTime

VDN flow interflow

-

Route-to split or hunt group

Database item

Report heading

Notes

  • OutflowCalls

  • OutflowTime

Flow out

First split

DequeueCalls or DequeueTime

  • Dequeued calls

  • Dequeued average queue time

Second or third split

InTime

Average time in vector

—

CallsOffered

—

New split

  • MedCalls

  • HighCalls

—

  • No priority

  • Priority