User`s guide

ADDITIONAL DATA 11 % All Lines
The percentage of time in a given hour that all
Busy lines (both CMS and transfer-queue lines) in the
line group were simultaneously busy.
12 Busiest The three data collection hours with the largest
Hours ACD Calls Total Hold Time values appear, in
descending order, under the totals line. Fewer
than three hours will appear if there were fewer
than three hours in which calls were handled.
7-22 Types of CMS Reports