Busy calls and forced disconnects reported on the CMS indicate how many calls the VDN or vector turned away. If forced disconnect is used out of business hours, the item indicates how many customers expected the call center to be operating during a specific time interval. If busies are given when the queues are full or waiting times are long, the number of busies in an interval suggests a staffing change. If disconnect is used to deny an LAI attempt, a large number of denials indicate a busy time at multiple sites.