User`s guide

OTHER CALLS
5 Num Calls
The number of completed ACD calls (including
Handled intraflowed calls) to the line sub-group while the
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.
6 Avg Hold The average amount of time (in minutes and
Time seconds) each incoming call held a line in the
sub-group. Avg Hold Time is determined by
dividing the cumulative hold time (measured from
time the call reaches System 25 to line disconnect,
for both abandoned and completed calls) by the
Num Calls Offered. 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.
7 Total Hold
The total amount of time (to the nearest minute)
Time all lines in the sub-group 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.
8 Num Other The number of “other” calls on lines in the sub-
Calls group during the indicated hour. Outgoing calls
made 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.
9 Avg Hold The average amount of time (in minutes and
Time
seconds) each “other” call completed during the
reporting hour held a CMS line.
10 Total Hold The total amount of time (to the nearest minute)
Time
all lines in the sub-group were held (in use) by
completed “other” calls.
Types of CMS Reports
7-27