Glossary
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Glossary CCS
Centi Call Seconds (CCS)
CCS measures the intensity of calls during a given timeframe through a facility. A CCS equals 100 call seconds per hour. Erlangs are also used to measure traffic. A call that generates 100% traffic produces 36 CCS of traffic per hour.
Various traffic metrics are used at AnswerConnect to ensure that every call is handled in a timely manner. Call traffic details are a major factor in our staffing model and are used to ensure the highest level of service.