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I’m a supervisor in a small call center in Knoxville, TN. I have a disagreement with my manager over which measure should be used to determine queue staffing requirements. I use calls answered for a specific time period as Erlang C input but my boss says it should be calls entering ACD.
Can anyone shed some light?
I agree with you.
bmerriman
Well, i think the right term you have to use is “Offered Calls”, if you´re talking about queue.
“Calls entering ACD” is how the software we use designates the “Offered calls” metric. Not that it matters much as you obviously understood what was being conveyed.
Do you have an opinion on the question or did you just want to stop by and correct everyone on the proper use of call center jargon?
There you go Hugo!!!!!!
Easy, buddy… The software we use (Avaya CMS) shows ACD Calls to determine Answered Calls and Offered Calls to determine “Calls Entered”. It is important to get these two concepts diferently. Let me understand your question: you use Calls Answered and your boss Calls Entered, is that it? Kind Regards…
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