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Calls Answered or Calls entering ACD?

  • This topic has 5 replies, 1 voice, and was last updated 15 years ago by Hugo.
Viewing 6 posts - 1 through 6 (of 6 total)
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  • #18172
    Brad Zimmerman
    Guest

    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
    Brett
    Guest

    I agree with you.

    bmerriman

    #18174
    Hugo
    Guest

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

    #18175
    Brad Zimmerman
    Guest

    “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
    Alex
    Guest

    There you go Hugo!!!!!!

    #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…

Viewing 6 posts - 1 through 6 (of 6 total)
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