User`s guide

Key to Daily Sub-Group Report Data
TIME
ACD CALLS
The numbers in the following list correspond with the circled numbers in the
sample Daily Sub-Group Report above.
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 sub-group
during each hour the CMS was in Night Service
mode. The figure does not include calls answered
at non-agent stations.
The number of ACD calls to the line sub-group
during each hour the CMS was in Day Service
mode. This total is equal to sum of the Num Calls
Aband and the Num Calls Handled. The figure
does not include calls answered at non-agent
stations.
The number of incoming calls to the line sub-
group which were abandoned while the CMS was
in Day Service mode.
7-26 Types of CMS Reports