Glossary

Glossary | A | What is average non acd in time

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.

Resource Library

An insight into Call Center Outsourcing

Global enterprises strive to attain service excellence so that they can stay ahead in a competitive environment.

Download Now >

Blogs

Voicebots vs Chatbots: Which is Right for your AI Contact Center?

<p>The future of contact center services is digital, intelligent, and customer-centric. As companies rush to adopt AI-powered solutions, one key question arises: Voicebots vs Chatbots: W....

Top Trends in Customer Support Services to Watch in 2025

<p>Today&rsquo;s blog revolves around the most pressing issue for every customer-based company - Faster and Better Customer Support Service. A business can only flourish when it ....

What is Average Non-ACD in Time?

Resource Library

An insight into Call Center Outsourcing

BSNL Augmented Business Performances with Go4customer

Getit infomedia optimized business performance with Go4customer.com

Blogs

Voicebots vs Chatbots: Which is Right for your AI Contact Center?

Top Trends in Customer Support Services to Watch in 2025

Our Esteemed Clientele

Call Center in India Advantages

Next-Gen BPO Services: Transforming Call Center Operations in India

Grow withGo4customer

What is Average Non-ACD in Time?

Related Questions

Resource Library

An insight into Call Center Outsourcing

BSNL Augmented Business Performances with Go4customer

Getit infomedia optimized business performance with Go4customer.com

Blogs

Voicebots vs Chatbots: Which is Right for your AI Contact Center?

Top Trends in Customer Support Services to Watch in 2025

Our Esteemed Clientele

Call Center in India Advantages

Next-Gen BPO Services: Transforming Call Center Operations in India

Grow with
Go4customer