ACD Glossary

Welcome to the ACD Glossary subject.

ACD Glossary is in the Operations Glossary category. - View all

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Abandon Call Threshold

An abandoned call threshold is a time which can be set in the ACD. The effect of this is that the abandoned calls which occur within the 'thres… View

Activity Codes

Activity codes are management tools to identify call types.  The attempt here is to try to CRM your ACD. It relies upon agents to input co… View

Alarms & Thresholds

A feature of most management information systems (MIS) is the facility to enable performance alarms or thresholds. Because MI systems display a… View

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