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Knowledge Base / Software / ACD terminology?

ACD terminology?
Views: 2621, Votes: 1

Posted:
15 Mar, 2006 - Klopfenstein C.

Updated:
03 Oct, 2006 - Support D.
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The ACD terminology used in Asterisk doesn't seem to match the terminology used in most callcenters.

Here are a list of terms found in common use:

    -ACD_IN (status) - Agent is on an ACD CALL

    -EXT_OUT (status) - Agent in on an outbound, non-ACD call.

    -EXT_IN (status) - Agent is on a non-acd, inbound or internal call.

    -HOLD (status) - Agent has placed a call on hold.

    -ACW (status) - Agent is in "After Call Work" mode.

    -AUX (status) - Agent has selected an auxillary work mode to avoid calls while remaining logged into the system.

Typical AUX codes might include one for "supervisor assistance", breaks, answering customer email, performing callbacks, as well a a "default" AUX status that agents logging into the system are automatically placed in until they indicate that they are ready to take calls. This status typically is used also after a RONA event (roll over no answer).

    -RONA (event) - (R)oll (O)ver (N)o (A)nswer - a call was routed to the agent but the call was not picked up.

    -Abandons (performance measurement) - The number of callers that hung up while in queue.

    -Abandon time (performance measurement) - The average time that an abandoned call waited in queue before the caller hung up.

    -Answer time (performance measurement) - The average time taken to answer a call.

    -Ring time (performance measurement) - The average time spent ringing

    -Staffing (performance measurement) - The number of agents logged in to the system

    -Utilization (performance measurement) - The percentange of agent logged in time that was spent on acd calls.

    -ACD Time (performance measurement) - The amount of time spent on ACD calls.

    -ACW Time (performance measurement) - The amount of time spent on after call work.

    -AUX Time (performance measurement) - The amount of time spent on aux work (breaks, projects, other assigned duties, system problems, etc dependant on local configuration)

    -Calls Offered (performance measurement) - The number of calls actually entering the queue.
    
    -Calls Taken (performance measurement) - The number of calls actually answered (will often be slightly lower that number offered, due to abandons.)
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