Contact center terms and definitions 589
Contact center terms and definitions
ACD
An Automatic Call Distributor (ACD) is a specialized telephone system application for distributing incoming
calls. ACDs are programmed to process calls in a pre-defined order, queue calls, provide in-queue
messaging, and report on real-time and historical activities.
ACD calls handled
A handled call is a call picked up by a live agent. Calls that listen to in-queue RAD messages are not
considered to be answered until an agent connects.
ACD calls interflowed
Interflow is a mechanism that directs a queue-delayed call to voice mail or to another answering point. If the
interflow timer expires, the call is removed from the ACD queue and re-directed to yet another answering
point, usually another voice mail box. The interflow time runs independently of the overflow time.
ACD calls offered
All calls received by the ACD queue, regardless of how they are handled or routed, are referred to as the ACD
calls offered. This includes ACD calls handled, and long abandoned calls. ACD calls requeued, Queue
unavailable calls, and short abandoned calls are not considered. Telephone system data on the calls offered
and Average Talk Time is used by the Erlang C equation in calculating the agents required.
ACD calls requeued
When an agent receives an ACD call and fails to pick up the call after X seconds or X rings, the telephone
system logs out the agent. The telephone system requeues the call (places the call back in the same queue)
and offers it to the next available agent.
ACD handling time
The ACD Handling Time is the talk time plus the hold time. If the agent calls the supervisor in search of more
information (while the caller is on hold) and/or transfers or conferences the call, these times are added to the
ACD Handling Time value.
For example, an agent speaks to a caller for two minutes and then puts the caller on hold for three minutes
and tries to solve the problem. This may include a call to the supervisor. The agent then initiates a conference
call with the caller and a third party and they speak for three minutes and resolve the issue. Therefore, the
ACD Handling Time for the agent is 2 + 3 + 3 = 8 minutes.
Agent load
The agent load includes the time the agent spends with the caller (ACD Handling Time) plus Wrap Up Time.
See ACD Handling Time
Agents available
The Agents available is the current number of agents logged on to the ACD system, who are not in Make
Busy or Do Not Disturb.
ANI
Automatic Number Identification (ANI) is a technology that identifies telephone numbers of callers to your
contact center, so agents can receive a screen pop along with the call. Connecting a database to your
telephone system allows the caller information and call to be sent simultaneously.
Answered by
Answered by is a count of all of the calls answered by the first, second, third, and forth answer points.
ASA
The Average speed of answer (ASA) measures how long the average caller waits on hold before his or her
call is picked up by an agent.