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BUSlEST HOURS
XFR CALLS
Hold Time
Total
OTHER CALLS
Num Other
Calls
OTHER CALLS
Hold Time Avg
OTHER CALLS
Hold Time
Total
% All Lines
Busy
The total amount of time (to the nearest minute)
all lines were held (in use) by transferred calls.
The number of “other” calls which seized the lines
of the line group during a given “hour. Calls still
in progress at the end of the hour are included in
the next hour’s data.
The average amount of time (in minutes and
seconds) an “other” call held a CMS line.
The total amount of time (to the nearest minute)
all lines were held (in use) by completed “other”
calls. (The figure in the totals line under this
column is the total hold time for “other” calls for
the day.)
The percentage of time in a given hour that all
lines in the line group were simultaneously busy.
The three data collection hours with the largest ACD Calls Total Hold Time
values appear, in descending order, under the totals line.
CMS Reports G-21