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Line Group Report
DAILY LINE GROUP
This report gives hour-by-hour data for a given line group. It includes data
REPORT
for every hour that CMS is in Day Service or Night Service mode during the
24-hour period the report covers.
You can use this information to control
your expenses for telephone lines, for instance:
● A high number of abandoned calls may indicate too few agents.
● You can add more lines if you see that all lines in a group are often busy,
even if agents seem to be handling calls quickly.
● You can eliminate lines in line groups with light call traffic.
During Night Service, the Line Group Report shows the number of calls
offered (calls that rang) per line group per hour, the average and total holding
times, and data on “other” calls.
A typical Line Group Report appears below.
Bon Voyage Travel
DAILY LINE GROUP REPORT
GROUP D: CORP Size: 3 lines
Date: 06/10/88
ACD CALLS
CALLS
OTHER CALLS
Calls
Num
Num
Hold Num
Hold
Num
Hold
% All
Offered Calls Calls Time
Xfr Time
Other
Time
Lines
Time Night Day Aband Handled Avg Total Call Avg Total Calls Avg Total Busy
9:00a 0 19 0
19 2:17 43m
0 0:00 0m
0 0:00 0m 0%
10:00a 0 25 1
24 2:03
51m
2 1:29 3m 1 1:25 lm 2%
11:00a 0 46 4
42 1:45
81m
1 2:46 3m
0 0:00 0m 5%
10:00p
11:00p
27 90 36
85 10:05 1179m
9 2:01
18m 21 7:42 161m
11%
Busiest hours:
l-ll:00a, 2-l:00p, 3-10:00a
Note
1. Call statistics are counted in the hour and day in which they complete.
CALL MANAGEMENT SYSTEM FOR MERLIN(r) II CS
Date Printed: 06/10/88 Time Printed: 6:13p
7-10 Types of CMS Reports