User`s guide

Line Group Report
DAILY LINE GROUP
REPORT
Press [F3] (labeled “Line Grp Report”) on the Print Reports Menu screen to
select the Print Line Group Report screen, shown below.
PRINT LINE GROUP REPORT
REPT CMS1.0 10:04a 04/20
F1 Print Daily Line Group Report
F2 Print Cumulative Line Group Report by Day
F3 Print Cumulative Line Group Report by Hour
F8 Return to Print Reports Menu
PRINT LINE GROUP REPORT:
F1O -
Help
F Daily
F Cumltive F Cumltive F Reports
1 Report 2 Day Rep 3 Hour Rep
8 Menu
You can request either a daily or cumulative Line Group Report from this
screen.
The Daily Line Group Report gives hour-by-hour data for a given line group.
It includes data for every hour that CMS is in Day Service or Night Service
mode during the 24-hour period the report covers. You can use this
information to control your expenses for telephone lines. For instance:
• A high number of abandoned calls may indicate too few agents.
• You can add more lines if you see that all lines in a group are often busy,
even if agents seem to be handling calls quickly.
• You can eliminate lines in line groups with light call traffic.
During Night Service, the Daily Line Group Report shows the number of calls
offered (calls that rang) per line group per hour, the average and total holding
times, and data on “other” calls.
To print the Daily Line Group Report:
1 Press [F1] (labeled “Daily Report”) on the Print Line Group Report screen.
The following prompt appears:
PRINT DAILY LINE GROUP REPORT: Select Report Date: ___/___/___
2 If the date next to “Select Report Date” is correct, press [F8] (labeled
“Enter Data” ).
Types of CMS Reports 7-17