User`s guide

OTHER CALLS
5 Num Calls
Handled
6 Avg Hold
Time
7 Total Hold
Time
8 Num Other
Calls
9 Avg Hold
Time
10 Total Hold
Time
The number of completed ACD calls (including
intraflowed calls) to the line group while CMS was
in Day Service mode. Calls still in progress at the
end of the data collection hour are included in the
next hour’s data. Abandoned calls are not
included.
The average amount of time (in minutes and
seconds) each incoming call held a line. Avg Hold
Time is determined by dividing the cumulative
hold time (measured from the time the call reaches
System 25 to line disconnect, for both abandoned
and completed calls) by the Calls Offered Day.
The average does not include calls answered at
non-agent stations. Calls still in progress at the
end of the data collection hour are included in the
next hour’s data.
The total amount of time (to the nearest minute)
all lines were held (in use) by incoming calls. The
total includes times for serviced and abandoned
calls, and for calls placed during both Day and
Night Service, but does not include times for calls
answered at non-agent stations. Calls still in
progress at the end of the data collection hour are
reported with the statistics for the next hour.
The number of “other” calls on the line group’s
lines during the indicated hour. Outgoing calls
placed on CMS lines, incoming calls on CMS lines
that are answered at non-agent voice terminals
and incoming calls on CMS lines that have been
answered by an agent and then transferred to
another voice terminal are included. 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) each “other” call completed during the
reporting hour held a CMS line.
The total amount of time (to the nearest minute)
all lines were held (in use) by completed “other”
calls .
Types of CMS Reports
7-21