ReallyRotten
MIS
How does average speed of answer affect trunk hold time and ultimately capacity? Or is ASA a call center metric that is not related?
Thanks!
Thanks!
Tek-Tips is the largest IT community on the Internet today!
Members share and learn making Tek-Tips Forums the best source of peer-reviewed technical information on the Internet!
-
Congratulations gkittelson on being selected by the Tek-Tips community for having the most helpful posts in the forums last week. Way to Go!
Trunk hold time and Avg Speed of Answer
- Thread starter ReallyRotten
- Start date
- Status
Average Speed of Answer is the time from a call starting to ring, to the time the call was answered. It is not a useful measure of trunk usage...it is more a measure of staff performance or staff availability.
Trunk Hold Time, in most scenarios, is total time the trunk was in use. A trunk is considered "in use" while it is ringing.
Different things report different statistics. If you want to know how many trunks you need, you want to know the total time the trunk was in use (usage), or better yet, the total "offered" usage. "Offered" usage is usually hard to obtain.
~~~
[small]GHTROUT.com | CS1000 Programming and Feature Guides | Tek-Tips FAQs | Recent Replies[/small]
Trunk Hold Time, in most scenarios, is total time the trunk was in use. A trunk is considered "in use" while it is ringing.
Different things report different statistics. If you want to know how many trunks you need, you want to know the total time the trunk was in use (usage), or better yet, the total "offered" usage. "Offered" usage is usually hard to obtain.
~~~
[small]GHTROUT.com | CS1000 Programming and Feature Guides | Tek-Tips FAQs | Recent Replies[/small]
- Status
Similar threads
- Locked
- Question
- Locked
- Question