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Reply To: Calls Answered or Calls entering ACD?

#18177
Hugo
Guest

Easy, buddy… The software we use (Avaya CMS) shows ACD Calls to determine Answered Calls and Offered Calls to determine “Calls Entered”. It is important to get these two concepts diferently. Let me understand your question: you use Calls Answered and your boss Calls Entered, is that it? Kind Regards…