Table of Contents
Advertisement
Glossary
ACD CALLS,
Hold Time Total
TRAFFIC,
CCS Load
TRAFFIC, Occ
Num Delay
Annc
OTHER CALLS,
Num Other
Calls
OTHER CALLS,
Hold Time Avg
OTHER CALLS,
Hold Time Total
The total amount of time (to the nearest minute) all
lines were held (in use) by incoming calls. The tots
includes times for serviced and abandoned calls,
and for calls placed to both the Day and Night Ser-
vices, but does not include times for calls answered
by nonagents. (The figure in the totals line under
this column is the total hold time for the day. )
Shows the line group traffic density for one hour.
This field, when combined with the Average Speed
of Answer and Number of ACD Calls, can be used
to determine changes to the line group.
Shows how efficiently the line group is being used.
It is expressed as a percentage that shows, for
example, that the lines are in use 70% of the time.
This field can be used to determine changes to the
line group.
The number of calls in the line group that heard the
delay announcement.
The number of "other" calls which seized the lines
of the line group during a given hour. Calls still in
progress at the end of the hour are included in the
next hour's data.
The average amount of time (in minutes and
seconds) an "other" call held a CMS line.
The total amount of time (to the nearest minute) all
lines were held (in use) by completed "other" calls.
(The figure in the totals line under this column is the
total hold time for "other" calls for the day.)
CMS Reports GL-29
Advertisement
Table of Contents
