Accepted, Answered & ACD Calls 1

[mhodges]

I could not stay away!!! This is something that I can look up. It may take awhile, but I wanted to see if you all were still awake. LOL.

I am running the call center report from the printer. I have all the columns. I am familiar with Call Center reporting a little.
Question:

1. What is the difference between calls that are accepted and calls that are answered?

2. I have much more accepted and answered calls than I do ACD calls. If they were logged in and ready wouldnt all of their calls be ACD calls? If not, why.

THANK YOU FROM TEXAS!!! Mary

 

[dabble]

My understanding is that the number of calls accepted is the # that were presented to the queue whether they were answered or abandoned. Calls that were answered are the actual # of calls the agents took. Usually, the number of calls under the abandoned column in report 2 plus the number of calls answered in report 1 will equal the number of calls accepted to the queue.

 

[mhodges]

AWESOME!!! Although where do the ACD calls come in to play?

 

[mhodges]

Attached you will find a copy of some of my work. I can not figure out why there are not more ACD calls. Wouldnt they all be ACD calls if they were logged in. If you can not read my file, please write back and I will send the file to your email. I am learning tons. Mary

 

[GHTROUT]

I've recently posted two documents on my site, related to ACD and this thread.

ACD Report Fields:

http://www.ghtrout.com/ghtrout/files/ACD_REPORT_FIELDS.pdf

What Call Takes Priority in ACD:

http://www.ghtrout.com/ghtrout/files/ACD_Call_Priority.pdf

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