Filter
Top Products
ADDITIONAL DATA FOR
● % All Lines Busy. The percentage of time in each hour that all lines in the
DAILY CALLS
group were simultaneously busy.
● Busiest hours. The three hours with the largest total holding time for ACD
calls. The busiest hour is shown first (lower portion of screen), followed
by the second and third busiest hours.
NOTE: Calls in progress at the end of an hour are included in the
statistics for the hour in which the calls were completed.
CUMULATIVE LINE GROUP A Cumulative Line Group Report By Day can be generated for any
REPORT BY DAY
consecutive period from 2 to 93 days. Most of the column headings are the
same as for the Daily Line Group Report. However, the leftmost column
head for this report is “Day.”
The days are listed consecutively by date in the leftmost column. Each data
line matches exactly the 24-hour summary line that would appear at the
bottom of the Daily Line Group Report for the date specified in the leftmost
column.
Hours in which CMS was in Night Service for the entire duration are
included in the summaries.
A typical Cumulative Line Group Report By Day appears below:
Bon Voyage Travel
CUMULATIVE LINE GROUP REPORT BY DAY
GROUP D: CORP
Size: 3 lines
Period:
06/10/88 - 06/13/88
ACD CALLS
CALLS
OTHER CALLS
Calls Num Num
Hold
Num
Hold
Num
Hold
% All
Offered Calls Calls
Time
Xfr
Time
Other
Time
Lines
Day Night Day Aband Handled Avg Total Calls Avg Total Calls Avg Total Busy
06/10
0 609 0 609
:28
43h
0 0:00 0m
0 0:00 0m 0%
06/11 0 630 0 630
:28
44h
0 0:00 0m
0 0:00 0m 0%
06/12 0 630 0 630
:28
44h
0 0:00 0m
0 0:00 0m 0%
0 1869 0 1869
:28 132h
0 0:00 0m
0 0:00 0m 0%
Busiest days: 1- 06/11/88 , 2- 06/12/88 , 3- 06/10/88
Note
1. Call statistics are counted in the hour and day in which they compete.
CALL MANAGEMENT SYSTEM FOR MERLIN(r) II CS
Date Printed: 06/ 13/88 Time Printed: 6:13p
7-12 Types of CMS Reports