Average Call Duration (ACD) tracks the length of time a customer is on the phone. It’s usually measured in minutes and is exclusive of any pre-call preparation or post-call documentation, typically referred to as “wrap.” By measuring the duration of the call, organizations hope to find ways in which to improve the efficiency of the service they provide, thereby controlling costs and increasing customer satisfaction.
What means ASR and ACD – General Discussion on VoIP or Telephony
