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Daily Line Group Report
This report provides hour-by-hour data for a given line group, The report
shows entries for each hour that the CMS is in either Day or Night Service
mode during the 24hour period the report covers.
Time
ACD CALLS
Calls Offered
Night
ACD CALLS
Calls Offered
Day
ACD CALLS
Num Calls
Aband
ACD CALLS
Num Calls
Handled
ACD CALLS
Hold Time Avg
ACD CALLS
Hold Time
Total
XFR CALLS
Num Xfr Calls
XFR CALLS
Hold Time Avg
The start time of the data collection hour.
The number of ACD calls which seized the lines of
the line group during the given hour while the
CMS was in Night Service. The figure does not
include calls answered by nonagents.
The number of ACD calls which seized the lines of
the line group during the given hour while the
CMS was in Day Service. This total should be
equal to sum of the Num Calls Aband and the
Num Calls Handled (below). The figure does not
include calls answered by nonagents.
The number of incoming calls to the line group
which were abandoned while the CMS was in Day
Service.
The number of completed incoming calls
(including intraflowed calls) to the line group
while the CMS was in the Day Service. Calls still
in progress at the end of the data collection hour
are included in the next hour’s data.
The average amount of time (in minutes and
seconds) each incoming call held a line. Average
hold time is determined by dividing the
cumulative hold time (measured from line seizure
to line disconnect, for both abandoned and
completed calls) by the number of calls offered.
The average does not include calls answered by
nonagents. Calls still in progress at the end of the
data collection hour are included in the next
hour’s data.
The total amount of time (to the nearest minute)
all lines were held (in use) by incoming calls. The
total includes times for serviced and abandoned
calls, and for calls placed to both the Day and
Night Services, but does not include times for calls
answered by nonagents. (The figure in the totals
line under this column is the total hold time for
the day.)
The number of calls successfully transferred by an
agent while CMS was in the Day Service.
The average amount of time (in minutes and
seconds) ACD calls continued to hold the line
after being successfully transferred by an agent.
G-20 CMS Reports