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Glossary

What is Average Non-ACD in Time?

Average Non-ACD in time is the amount of time spent by an agent involved in providing call center services for attending all non-ACD incoming calls. A Non-ACD call is one that is not dialed to an ICD route point number; for instance, an internal call between agents or an outbound call. These calls can be personal calls for/from agents and which has been made by dialing the extension number of the desired desk.

 

The Average Non-ACD incoming time is calculated as follows:

Sum of all calls from the initial selection of the individual extension key, includes transfer and conference keys, to the final release of the call, divided by the number of incoming calls. The telephone system only accumulates call time for one Non-ACD call per agent position at a time. It is not possible to add multiple simultaneous events (engaging several Non-ACD calls at once, using the Hold feature) as the total Non-ACD time would exceed real clock time. This means that if an agent position has more than one DN (or extension) key and the agent uses both at once, the reported Non-ACD call time will not be accurate. Agent positions should be configured with only one extension key unless you are willing to forego the accuracy of Non-ACD call statistics. Go4customer is a leading call center outsourcing company providing services of call center in India.


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