CMS Report: ACD Calls definition

[LeFoneChique]

1. Are calls dialed to the agent's ID counted as an "ACD Call" in the Historical Split/Skill and/or Agent Group Summary reports?

2. What reference material tells me this type of data? In other words where can I look this up?

 

[signaldawg]

An ACD as defined by the Avaya glossary is A call that queued to a split/skill and was answered by an agent in that split/skill, or a call that queued as a direct agent call and was answered by the agent for whom it was queued.

Here is the link to the documentation off their website:

http://support.avaya.com/japple/css...84&temp.releaseID=225924&temp.bucketID=159898

 

[dalley333]

Each report may have a different calculation for ACD calls. If you hit <F1> while viewing the report you can see the exact calculation and what is included for each statistic in that particular report.