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Glossary

What is Average Non-ACD Out Time?

Unlike average non-ACD in time, non-ACD out time is the time spent by an agent for attending all outgoing calls.

The Average Non-ACD outgoing time is the sum of all time metrics from the initial selection of the individual extension key, including transfer and conference keys, to the final release of the call, divided by the number of outgoing calls. The 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 the customer is willing to forego the accuracy of Non-ACD call statistics. If an agent is involved in a conference call or an outgoing Non-ACD call, or is transferring a call when the telephone data is generated, the Non-ACD outgoing time includes the call start time subtracting current time. The Non-ACD out and transferred IDN amounts are not incremented until the call is released, and they are reflected in the next reporting period.

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