
Daily Line Group Report
This report provides
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. |