NO , I THINK THE GUY IS MESSING UP THE THINGS. THE SWITCHING FUNCTIONALITY IS ODNE BY YOUR SWITCH ( PBX ) AND NOT THE ACD SOFTWARE , AS SUCH THE BHCA OR BHCC HOLDS TRUE FOR THE SWITCH AND NOT THE ACD.
YES ONE POINT WHICH HE HAS MENTIONED IS TECHNICALLY CORRECT , WHICH IS
“As explained also, this high traffic generated is also based on the insufficient agents to handle the high traffic during peak hours, where many call announcements were made. Operationally, if there is insufficient agents to handle the call,naturally there will be higher abandon rate, even if the Q-Master is delayed further for another 1-2 secs”.
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SANJAY BANGROO