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Glossary
All
%
Lines Busy
Busiest Hours
The three data collection hours with the largest ACD Calls Total Hold Time
values appear, in descending order, under the totals line.
Cumulative Line Group
Report (by Day or Hour)
This report provides hour-by-hour data on a line group over a specified
period, from 2 to 93 consecutive days. Statistics can be generated for a
Cumulative Line Group Report to reflect cumulative days or cumulative hours,
for each hour that CMS is in either Day or Night Service.
Most of the column headings in this report are the same as for the daily
report; the "Time" column heading can either be "Day" or "Hour" depending
on which report has been selected. The totals under the headings reflect the
cumulative period of time specified.
Also the Cumulative Line Group Report differs from the Daily Line Group
Report as follows:
Each line of data for a Cumulative Line Group Report by Day is a daily
summary; the date being summarized is in the first column of the
report.
Days for which no CMS data exists are not included. A separate page
at the completion of the report contains a list of dates for which no
CMS data exists.
GL-30 CMS Reports
The percentage of time in a given hour that all lines
in the line group were simultaneously busy.
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