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Calls Time Overflowed and calls answered by target agents (TOF In Calls) are included in these calculations because TOF In Calls accumulate a Before Time Threshold value.

However, TOF In Calls do not last in the target queue long enough to accumulate an After Time Threshold value.

The timing for answering the call begins when the call is queued for the ACD queue and ends when an agent (either in the primary or overflow ACD queue) answers the call.

If an agent in an overflow group answers the call, Average Speed of Answer is counted in the overflow group.

IVRs are used in applications such as "bank by phone" or "check on my order" which not only distributes information but collects transaction information as well. The most critical measures of performance in any organization, typically productivity measures.

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Please remain on the line, and your call will be answered by the next available agent'.Abandoned Calls An incoming ACD call is counted as abandoned when the caller hangs up before the call is answered by an agent or before the call is routed off-site.The sum includes calls that abandon while waiting for an agent to answer the call at their telephone.Also permits transfer of data screens to a second agent when a call is transferred and many other capabilities impossible with only one or the other system independently. The ability to resolve the callers issue completely on the first contact. The GOS measures how quickly incoming calls are answered.Customer Satisfaction The satisfaction expressed by the customer when asked to rate the service provided to them. The customer specifies the time (in seconds) in the programming of the telephone system.

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