Calls can be queued to as many as three splits/skills simultaneously. For the first split/skill to which a call queues, CMS counts an answer, outflow (leaves vector processing or is answered by an agent in another split/skill), or abandon. For the second or third splits/skills to which a call queues, CMS counts an answer and an inflow if the call is answered in that split/skill. If the call is answered in another split, if the call outflows, or of the caller abandons, CMS counts the call as dequeued.
Note:
If a call rings in a second or third split and then abandons, an inflow and abandon are counted for that split; an outflow or dequeue is counted for the other splits.
