• Call to US
  • +1-888-795-2770 (US)
  • Call to Go4customer Call Center in India
  • +91-120-6619505(India)
Glossary

What is Average Non-ACD in Time?

Average Non-ACD in time is the amount of time spent by an agent for attending all non-ACD incoming calls. A Non-ACD call is one that is not dialed to an ICD route point number; for instance, an internal call between agents or an outbound call. These calls can be personal calls for/from agents and which has been made by dialing the extension number of the desired desk. 

The Average Non-ACD incoming time is calculated as follows:

Sum of all calls from the initial selection of the individual extension key, includes transfer and conference keys, to the final release of the call, divided by the number of incoming calls. The telephone system only accumulates call time for one Non-ACD call per agent position at a time. It is not possible to add multiple simultaneous events (engaging several Non-ACD calls at once, using the Hold feature) as the total Non-ACD time would exceed real clock time. This means that if an agent position has more than one DN (or extension) key and the agent uses both at once, the reported Non-ACD call time will not be accurate. Agent positions should be configured with only one extension key unless you are willing to forego the accuracy of Non-ACD call statistics.

Resource Library

An insight into Call Center Outsourcing

Global enterprises strive to attain service excellence so that they can stay ahead in a competitive environment.

Download Now >

BSNL Augmented Business Performances with Go4customer

TBharat Sanchar Nigam Limited (BSNL) started its operation and installed Quality Telecom in the nation.

Click here to Read >

Getit infomedia optimized business performance with Go4customer.com

GetIt Infomedia is a leading digital supermarket in India

Click here to Read >

Blogs

A Complete Guide on Sans Pareil Customer Service Skills

<p style="text-align: center;"><em>The journey to success is full of bumps, uncertainties, bottlenecks, and challenges. Having a business and running a bu....

Read more>>

What does great Customer Service mean to you?

<p align="center"><em>What is great customer service to you? Is it offering prompt resolutions to customers’ requirements? Or is it meeting ....

Read more>>

Our Esteemed Clientele

  • MSME logo
  • Manrega logo
  • GIL Company logo
  • BSNL Company logo
  • NMEICT Company logo
  • hudco Company hudco
  • Relaxo Comapany logo
  • NSEZ Company logo
  • Gail logo
  • MTNL logo
  • timex logo
  • BPCL Company logo
  • HPCL Company logo
  • IOCL Company logo
  • one97 logo
  • AIIMS Company logo
  • Power-Grid logo
Rating and Reviews – Call Center Go4customer.com is rated 4.7/5 in 19 reviews on Sitejabber.com.
|
Copyright © 2018 All rights Reserved at Cyfuture India Pvt. Ltd.