XFR CALLS

Hold Time

Total

OTHER CALLS

Num Other

Calls

OTHER CALLS Hold Time Avg

OTHER CALLS

Hold Time

Total

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.)

 

% All Lines

The percentage of time in a given hour that all

 

Busy

lines in the line group were simultaneously busy.

BUSlEST HOURS

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

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AT&T 999-501-149 system manual BUSlEST Hours