AT&T Call Management System Supervizor's Manual page 292

Glossary
OTHER CALLS,
Num Other
Calls
OTHER CALLS,
Avg Talk
Other
% ACD Time
Total Time
Staffed
The number of calls not related to CMS that are
handled by the agent in the data collection period.
The figure includes data from both Day and Night
Service. (The figure in the totals line under this
column should be identical to the Num Other Calls
total in the Daily Split Report.)
The average amount of time the agent spent on
each calls not related to CMS work. The figure
includes data from both Day and Night Service.
(The figure in the totals line under this column
should be identical to the Avg Talk Other total in the
Daily Split Report.)
The percentage of time the agent spent on ACD-
related work (on CMS calls and in the after-call-work
state). The figure in the totals line under this column
should be identical to the % ACD Time total in the
Daily Split Report.
The amount of time (to the nearest tenth of an hour)
the agent was logged into a given split (and under a
given ID) performing ACD-related work. Any "off-
hook" operations (even when an agent is logged
out) contribute to total time staffed.
CMS Reports GL-23