[jrglass]

Can someone explain what the below means

ASR 75%, ACD 8 minute and PDD 5 second

[nsten]

Originally Posted by jrglass

Can someone explain what the below means ASR 75%, ACD 8 minute and PDD 5 second

ASR is either Answer Receive Ratio or Average Service Rate, depending on which direction you are looking at. The higher the number, the better.

ACD refers to Automatic Call Distributor and I imagine that figure must be the average hold time.

PDD is Post Dial Delay, which is the time from when the last digit is dialed to the moment the phone rings at the receiving location. Lower is better.

These three are some of the parameters usually identified when determining if a Service Level Agreement for calls is being met.

Nicholas Sten
Director, Research & Development
O1 Communications, Inc.
1515 K Street, STE 100
Sacramento, CA 95814

[strandquist]

In this case ACD is probably Average Call Duration