CMS tracks hold time, transfers, and conferences for personal calls (non-ACD or extension calls).

Tracking of AUXIN and AUXOUT time

CMS separately tracks the AUXIN and AUXOUT time for calls made and received when an agent has an ACD call on hold. These calls are now distinguished from time that is spent on other AUXIN or AUXOUT calls.

Tracking for “Route To” calls

In the VDN database tables, connect calls and abandoned calls and their times are tracked for calls that “route to” an extension. Call pickup calls are tracked as personal calls, even if an ACD call is picked up by an agent in the same split/skill.

Data tracking capabilities

Personal call tracking offers the following data-tracking capabilities:

• Data is available for calls on hold, time for calls on hold, and calls abandoned from hold.

• CMS split and agent data reflect calls that are made while another call is on hold.

• Agents who place calls on hold return to their previous state before the call unless the previous state was AVAIL. If an agent was in the AVAIL state, the agent is placed in the OTHER state until the agent dials a valid number (if the number dialed is invalid, the agent remains in OTHER), reconnects to the held call, or the held call abandons. When the agent reconnects to the held call, the agent returns to the original state for the call.

• Agents do not have a HOLD state. Hold time is associated with a call that is placed on hold. Agent states reflect the current activity of the agent.

• HOLDTIME is the time that the call spent on hold. HOLDCALLS is the number of calls that were placed on hold at least once, and HOLDABNCALLS is the number of calls abandoned while on hold.

• I_OTHERTIME is the time during the collection interval that the agent was doing other work. This includes time while in the Auto-In or Manual-In mode during which the agent put a call on hold and took no further action, the agent placed a call or activated a feature, or a personal call rang with no further activity. When an agent dials a valid extension, the agent's state changes to AUXOUT if the agent was in AUX or OTHER, or to ACWOUT if the agent was in ACW.

Hold tracking for supervisor assist example

The following figure shows how CMS tracks hold calls.