Monday, May 10, 2010

ACD terminology in Asterisk vs Others

The asterisk app_queue and chan_agent are useful in building call center application with queueing mechansim and agent management.


Nevertheless, the Asterisk queue sometimes refer ACD terms different from other call centers.


Here below shows ACD terminology found in other callcenters.  (ref

ACD_IN (status) - Agent is on an ACD CALL

EXT_OUT (status) - Agent in on an outbound non-ACD call.

EXT_IN (status) - Agent is on a non-acd inbound or internal call.

HOLD (status) - Agent has placed a call on hold.

ACW (status) - Agent is in "After Call Work" mode.

AUX (status) - Agent has selected an aux work mode to avoid calls while remaining logged into the system. Typical AUX codes might include one for "supervisor assistance", breaks, answering customer email, performing callbacks, as well a a "default" aux status that agents logging into the system are automatically placed in until they indicate that they are ready to take calls. This status typically is used also after a RONA event (roll over no answer).

RONA (event) - roll over no answer - a call was routed to the agent but the call was not picked up. (A flogging offense in most callcenters ;)

abandons (performance measurement) - number of callers that hung up while in queue.


abandon time (performance measurement) - average time that an abandoned call waited in queue before the caller hung up.

answer time (performance measurement) - average time taken to answer a call.

ring time (performance measurement) - average time spent ringing


staffing (performance measurement) - number of agents logged in to the system, and related measurements

agent utilization (performance measurement) - percentange of agent logged in time that was spent on acd calls.

acd time (performance measurement) - amount of time spent on acd calls.

acw time (performance measurement) - amount of time spent on after call work.


aux time (performance measurement) - amount of time spent on aux work (breaks, projects, other assigned duties, system problems, etc dependant on local configuration)

calls offered (performance measurement) - the number of calls actually entering the queue.

calls taken (performance measurement) - the number of calls actually answered (will often be slightly lower that number offered, due to abandons.)