UK and IrelandACD Reporting Glossary
Welcome to the ACD Reporting Glossary subject, the available knowlege bank articles are displayed below.
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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
Abandoned Calls
Also known as Lost calls View
After Call Work (ACW) / Wrap Up
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
Agent Group
Is the name for a group of agents or agents grouped by skill. These could be grouped by service, product or client. Calls can then be rou… View
Answered Calls
Also known as handled calls View
Average Delay of Delayed Calls
This is the average delay or wait time of all calls that have been delayed or have queued. … View
Average Handle Time (AHT)
Average Handle Time is the average processing time to deal with a call and is the total of Average Talk time and Average Wrap time. Average Tal… View
Average Response Time (ART)
Average Response Time (ART) - also called Average Speed of Answer (ASA) or Average Delay (AD) - is one of the key metrics used in call centres.&nbs… View
Average Speed of Answer (ASA) / Average Delay
Average Response Time (ART) - also called Average Speed of Answer (ASA) or Average Delay (AD) - is one of the key metrics used in call centres.&nbs… View
Calls Per Agent
This represents the average number of calls per agent in any given time period. This is total number of calls answered by the total number of a… View
Calls Per Hour
Calls per hour is a useful indicator of efficiency levels right down from call centre to advisor level. However, that is all it should be an … View
Calls Per Hour - Normalised
Contact centres that rely on agent calls per hour as a key metric come under fire as it doesn't provide a good comparison for agents. Over … View
Conditional Routing
Conditional routing is the term used to route calls to and from different agent groups. This can also be described as 'overflow' of cal… View
Delay Announcements
Delay announcements are recorded messages which informs callers of the delay. Some systems can advice where the call is held in the queue by nu… View
Delayed Calls
A call is delayed when there are no agents avaialble to answer it and it is therefore placed in a call queue. … View
Grade of Service (GOS)
Also known as Service level(SL) and Telephone Service Factor (TSF) View
Handled Calls
Also known as Answered Calls View
Handling Time
Handling Time is the total processing time to deal with a call and is the total of Talk time and Wrap time. … View
Historical Reports
Historical reports are reports run from the ACD or MIS software. The report period can generally be any previous time segment except the c… View
Hold Time - Agent
Hold time refers to the time an agent puts a customer on hold. This is done for a number of reasons; Seeking assistance Reviewing… View
Inbound
Inbound calls are calls received or offered by the contact centre. They are generally generated by customers for pre/post sales and customer se… View
Interflow
Conditional routing is the term used to route calls to and from different agent groups. This can also be described as 'overflow' of cal… View
Intra-Day
Intra-day management is key to any contact centre or real-time environment. It refers to managing and reviewing the day in intra-day time seg… View
Intraflow
Conditional routing is the term used to route calls to and from different agent groups. This can also be described as 'overflow' of cal… View
Longest Delay
The longest delay is the call that has waited the longest in the queue whether answered or not in any time period. The longest delay should be … View
Management Information Systems (MIS)
Call centres are real-time dynamic areas where information and numbers are crucial to it's successful operation. Real-time systems tra… View
Management Information Systems Analyst (MISA)
Call centres are real-time dynamic areas where information and numbers are crucial to it's successful operation. Real-time systems tra… View
Non-ACD Calls
As the title suggests, these are calls which are not distributed by the ACD. They are received by the agent on their own DDI. Hence, c… View
Non-Occupancy
Accepting there are four key work activity modes, when we are busy with a customer call, we are occupied. If we are available or on a break, we… View
Normalised Calls Per Hour
Contact centres that rely on agent calls per hour as a key metric come under fire as it doesn't provide a good comparison for agents. Over … View
Occupancy (Utilisation)
Occupancy is also sometimes referred to as utilisation View
Occupancy (Utilisation) Levels
Do you set or measure occupancy levels? If not, why not? View
Occupancy - Measurement
There are many tools for establishing and measuring your occupancy levels in TOOLKITS - such as the one below. Calculate occupancy levels from … View
Offered Calls
Calls Received, also known as Calls Offered, is a key indicator in call centres as it drives many areas such as, service level and headcount resour… View
Overflow
Conditional routing is the term used to route calls to and from different agent groups. This can also be described as 'overflow' of cal… View
Queue Time
Queue time refers to the delay time of a call in a queue. … View
RAG Report
A RAG report refers to a report where standards or targets need to be identified. RAG stands for - R = Red / A = Amber / G = Green. A RAG repor… View
Ready & Not Ready (Work Activity Modes)
The key to a successful operation View
Ready (Available)
Also known as Idle or Available in some ACDs View
Real-Time Reports
Real-time reports show current ACD data including agent activity. The reporting interval is generally set in the ACD parameters of 15 - … View
Received Calls
Calls Received, also known as Calls Offered, is a key indicator in call centres as it drives many areas such as, service level and headcount r… View
Repeat Call Analysis - Busy Signals
Abandoned calls are readily identifiable from your ACD, however, the level of callers who receive a 'busy' or 'engaged' signal is g… View
Ring Time
Ring time refers to the time from dialing to being answered. It also refers to the time the ACD allocates the call to the logest waiting a… View
Service Level (SL)
Also known as Grade of Service (GOS) and Telephone Service Factor (TSF) View
Short Abandons
Short Abandons are calls which queue but abandon after a short time, say 5 or 10 seconds. This is often insufficient time for the call to be ta… View
Short Calls
As the name suggests these are calls of short duration. Short calls can be created by callers hanging-up or by agents ending calls premat… View
Speech Recognition
Also known as Voice Recognition View
Talk Time
Talk time is the time spent talking to callers and represents one of the key work activity modes WAMs). Talk time also represents both inbound … View
Telephone Service Factor (TSF)
Also known as Service Level (SL) and Grade of Service (GOS) View
Unavailable
Unavailable is a description of a state where the agent is not available to take calls. Some ACDs allow for a number of unavailable codes such … View
Utilisation
Occupancy reflects how busy we are, and in call centres, we are busy when we are Talking to callers and when completing After Call Wrap. The … View
Walkaway Codes (AUX or Auxiliary)
Walkaway codes are used to define agent activity when they are logged into the ACD but working on a non-call related activity. (Also known a Auxili… View
Work Activity Modes (WAMs)
Work Activity Modes in call centres are types of work functions, under which advisors carry out their activities. The four Key ones in call cen… View
Work Activity Modes (WAMs) - Team Reporting
The success of any WAM measurement is the quality and ease of reporting. The WAM report should be able to report separately, against each WAM… View