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The column descriptions for the above report are as follows:
TIME
ACD CALLS
CALLS
OTHER CALLS
● Time. The beginning of the hour in which data were collected.
● Calls Offered (Night/Day). The number of ACD calls to the line group
during a given hour. This number includes abandoned calls as well as
calls connected to agents.
● Num Calls Aband. The number of incoming calls to a line group that
were abandoned (that is, the caller hung up before an agent answered).
(The example above includes only Day Service calls.)
● Num Calls Handled. The number of incoming calls connected to agents
during Day Service.
This number includes intraflowed calls and excludes
abandoned calls.
● Hold Time (Avg). The average holding time is the average amount of time
each call held a line, from the time the line was first seized until the line
disconnects. Each average includes abandoned calls.
● Hold Time (Total). The total hoIding time is the total amount of time that
all lines were held (in use) by ACD calls. These totals include abandoned
calls. The entry in the summary line of this column is the total holding
time for the day.
● Num Xfr Call. The number of ACD calls transferred by agents, with a
total for the day.
● Hold Time (Avg). The average hold time for ACD calls after the call has
been transferred by an agent. The total includes an overall average hold
time for transferred ACD calls for the day (by call, not by agent).
● Hold Time (Total). The total talk time after transfer for ACD calls
transferred by agents.
The summary line includes an overall total for the
day.
(These include outgoing calls and transfers from other stations.)
● Num Other Calls. The number of “other” calls made and received cm the
lines in the group during a given hour.
● Hold Time (Avg). The average amount of time an “other” call held the
line, from the time the line was seized until the line disconnects.
● Hold Time (Total). The cumulative amount of time all lines were held (in
use) on “other” calls. The value in the summary line indicates the total
holding time for the day.
Types of CMS Reports
7-11