Incoming Call Dimensions

Author: CCa2z

Date: 27th October 2004

Here are some of the key dimensions of an incoming call

Call >>

Network

ACD Time

 

 

Busy Signal

IVR Ring

ACD Queue

Talk Time

After Call Wrap

 

Where No

 

 

Turret Ring Time

 

 

Trunks

Delay Time

Handle Time

 

Agent Load

 

 

Available

 

 

 

 

Trunk Load

 

Turret Ring Time (TRT) occurs when the ACD presents a call to the agents turret, where it can be accepted or rejected.


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