Queues is in the Service Levels category. - View all

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Average Delay of Delayed Calls

This is the average delay or wait time of all calls that have been delayed or have queued. … View

Blocked Calls

Blocked calls can be the result of back busy or ACD configuration. With regard to the latter, ACDs can be configured to block calls when a cert… View

Call Peaks

Call peaks are high levels of inbound calls, which are above the normal or average. Peaks can be both, forcasted and unexpected. Peaks are … View

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CC Calculators - Erlang Calculator

For given service level and call variables, calculates - Agents, trunks, service level, percent queues, percent abandoned, utilisation, ASA. … View

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