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Calls Answered or Calls entering ACD?

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  • #18172 Reply
    Brad Zimmerman

    I’m a supervisor in a small call center in Knoxville, TN. I have a disagreement with my manager over which measure should be used to determine queue staffing requirements. I use calls answered for a specific time period as Erlang C input but my boss says it should be calls entering ACD.

    Can anyone shed some light?

    #18173 Reply

    I agree with you.


    #18174 Reply

    Well, i think the right term you have to use is “Offered Calls”, if you´re talking about queue.

    #18175 Reply
    Brad Zimmerman

    “Calls entering ACD” is how the software we use designates the “Offered calls” metric. Not that it matters much as you obviously understood what was being conveyed.

    Do you have an opinion on the question or did you just want to stop by and correct everyone on the proper use of call center jargon?

    #18176 Reply

    There you go Hugo!!!!!!

    #18177 Reply

    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…

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