Welcome to the ACD Reporting Glossary subject.
ACD Reporting Glossary is in the Operations Glossary category. - View all
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
Also known as Lost calls View
After call work, as its name suggests, takes place after the voice interaction with a caller and is the time spent processing any associated w… View
The document provides an overview of the key productivity measures View
Provides an overview of the Key adherence measures to monitor View
Provides an overview of key telephony reporting measures View
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