User`s guide

Key to Line Group Report Data
TIME
ACD CALLS
The numbers in the following list correspond with the circled numbers in the
above sample Line Group Report.
1 Time
2 Calls
Offered Night
3 Calls
Offered Day
4 Num Calls
Aband
The start time of the data collection hour.
The number of ACD calls to the line group during
each hour CMS was in Night Service mode. The
figure does not include calls answered at non-agent
stations.
The number of ACD calls to a line group during
each hour while CMS was in Day Service mode.
This total is equal to the sum of the Num Calls
Aband and the Num Calls Handled. Calls
answered at non-agent stations are not included.
The number of incoming calls to the line group
which were abandoned while CMS was in Day
Service mode.
7-20 Types of CMS Reports