Time; Acd Calls; Traffic - AT&T Call Management System Supervizor's Manual

Generating Reports

Time

Time. The beginning of the hour in which data were collected.

ACD Calls

Calls Offered (Night/Day). The number of ACD calls to the line group
during a given hour. This number includes abandoned calls as well as
calls connected to agents.
Num Calls Aband. The number of incoming calls to a line group that
were abandoned (that is, the caller hung up before an agent answered
or the agent serviced the call in less time than the abandoned call
threshold).
(The example above includes only Day Service calls.)
Num Calls Handled. The number of incoming calls connected to
agents during Day Service. This number includes intraflowed calls and
excludes abandoned calls.
Hold Time (Avg). The average amount of time that the telephone
line(s) were in use for each call (not the amount of time a call was "on
hold"). This field is calculated by dividing the total hold time by the
number of ACD calls. ACD calls include incoming calls answered by
agents, and incoming calls that were abandoned before they were
answered.
Hold Time (Total). The cumulative time that the telephone line(s) were
in use for ACD calls. The hold time starts when a call first rings, con-
tinues while the call is being handled, and ends when the call is
disconnected. The hold time includes all the time that the lines were
not available for more ACD calls. It does not mean the amount of time
a call was "on hold. "

Traffic

CCS Load. 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.
7-20 Types of CMS Reports