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Glossary
Time
ACD CALLS,
Calls Offered
Night
ACD CALLS,
Calls Offered
Day
ACD CALLS,
Num Calls
Aband
ACD CALLS,
Num Calls Han-
dled
ACD CALLS,
Hold Time Avg
GL-28 CMS Reports
The start time of the data collection hour.
The number of ACD calls which seized the lines of
the line group during the given hour while the CMS
was in Night Service. The figure does not include
calls answered by nonagents.
The number of ACD calls which seized the lines of
the line group during the given hour while the CMS
was in" Day Service. This total should be equal to
sum of the Num Calls Aband and the Num Calls
Handled (below). The figure does not include calls
answered by nonagents.
The number of incoming calls to the line group
which were abandoned while the CMS was in Day
Service.
The number of completed incoming calls (including
intraflowed calls) to the line group while the CMS
was in the Day Service. Calls still in progress at the
end of the data collection hour are included in the
next hour's data.
The aver age amount of time (in minutes and
seconds) each incoming call held a line. Average
hold time is determined by dividing the cumulative
hold time (measured from line seizure to line discon-
nect, for both abandoned and completed calls) by
the number of calls offered. The average does not
include calls answered by nonagents. Calls still in
progress at the end of the data collection hour are
included in the next hour's data.
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