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

7-12Types of CMS Reports

Page 158
Image 158
AT&T 999-501-149 system manual Additional Data for, Daily Calls, Cumulative Line Group, Report by DAY