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

The start time of the data collection hour.

ACD CALLS

The number of ACD calls which seized the lines of

Calls Offered

the line group during the given hour while the

Night

CMS was in Night Service. The figure does not

 

include calls answered by nonagents.

ACD CALLS

The number of ACD calls which seized the lines of

Calls Offered

the line group during the given hour while the

Day

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.

ACD CALLS

The number of incoming calls to the line group

Num Calls

which were abandoned while the CMS was in Day

Aband

Service.

ACD CALLS

The number of completed incoming calls

Num Calls

(including intraflowed calls) to the line group

Handled

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.

ACD CALLS

The average amount of time (in minutes and

Hold Time Avg

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.

ACD CALLS

The total amount of time (to the nearest minute)

Hold Time

all lines were held (in use) by incoming calls. The

Total

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.)

XFR CALLS

The number of calls successfully transferred by an

Num Xfr Calls

agent while CMS was in the Day Service.

XFR CALLS

The average amount of time (in minutes and

Hold Time Avg

seconds) ACD calls continued to hold the line

 

after being successfully transferred by an agent.

G-20CMS Reports

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AT&T 999-501-149 system manual Daily Line Group Report, XFR Calls