ACD number analysis
Overview
Through this report, you can review the usage of ACD (Automatic Call Distribution) numbers, including metrics such as answer rate and abandonment rate.
Using the information in this report, you can understand the usage of ACD numbers and further optimize and improve the call system based on answer rate data to enhance customer service experience and call efficiency.
Fields
ACD number
The source ACD number for the statistics.
Date
Statistics start time period.
Answer rate
The proportion of calls answered by agents during this time period. Calculated as inbound calls divided by answered calls, indicating the percentage of calls answered in that period.
Answered calls / Inbound calls
Abandonment rate
The proportion of customers who abandoned during this time period. Calculated as the number of inbound calls divided by the number of customer abandons, indicating the percentage of customers who abandoned calls in that period.
Customer abandons / Inbound calls
Service level
Service level for this time period, representing the percentage of calls successfully handled out of inbound calls during that period.
((Inbound calls - (Delayed answers + Customer abandons + Reassignments) / Inbound calls) X 100
Inbound calls
The total number of inbound calls from customers during this time period.
Answered calls
The total number of calls answered by agents during this time period.
Delayed answered calls
The number of calls that were not answered within 20 seconds after an agent received the call assignment.
Refer to the “Agent Ring Seconds” column in the “Call Records Report.”
Customer abandons
The total number of calls proactively abandoned by customers during this time period.
Calculated using the timestamp when the abandonment behavior occurred.
For example, if a customer calls in at 10:58 and proactively abandons at 11:01, that number will be included in the 11:00 statistical interval.
Reassignments
The total number of reassignments during this time period.
Overflow count
The total number exceeding the dedicated line call limit during this time period.
Total agent waiting time
The total time agents waited for assignment during this time period.
Longest agent waiting time
The longest time an agent waited for assignment during this time period.
Average agent waiting time
The average time agents waited for assignment during this time period.
Average customer waiting time
The average time customers waited to be answered during this time period.
Longest customer waiting time
The longest time customers waited to be answered during this time period.
Total customer waiting time
The total time customers waited to be answered during this time period.
Average agent response time
The average time from agent ring to answer during this time period.
Longest agent response time
The longest time from agent ring to answer during this time period.
Total agent response time
The total time from agent ring to answer during this time period.
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