Definition of Ring time

Ring time is not a separate agent status in ACE. When an agent receives an incoming call the agent statistically ends up in status call as soon as the call starts ringing on his telephone. This is however hidden in ACE Agent where the agent’s status does not pass into call until the call starts ringing on the telephone. Ringing time is somewhat differently defined depending on whether the call is inbound or outbound.

Ring time incoming calls: The time that passes from the time a call starts calling in ACE Agent until the call is answered, that is, from when the Answer button starts flashing until it is clicked on.
Ring time outgoing calls: The time that passes from the time an outgoing call is initiated until the called party answers the call.

Call time with and without ring time

In general, the statistics presents the ring time as part of the call time. However, you have the option of get information without ring time by creating your own reports.

In agent statistics, ring time is included in terms such as Time on call and Task time. No average values are presented.
In queue statistics the ring time is included in the ATT and AHT terms. See section Special functions for queue statistics.
In the task statistics the ring time is included in terms such as Average task time but is also presented separately.

The following values are calculated for task time in the agent statistics (only telephony accounted for):

Task time incoming IVR calls: Includes task time (i.e. ring time, call time and wrapup time) for IVR calls processed by the agent during the time interval. Inquiry calls processed from IVR calls are not included.; Task time callback; Includes task time (i.e. ring time, call time and wrapup time) for callback calls processed by the agent during the time interval. Inquiry calls processed from callback calls are not included.
Task time campaign: Includes task time (i.e. ring time, call time and wrapup time) for campaign calls processed by the agent during the time interval. Inquiry calls processed from campaign calls are not included.; Task time answered inquiry calls; Includes task time (i.e. ring time , call time and wrapup time) for inquiry calls processed by the agent during the time interval. The value includes inquiry calls originated from both IVR calls and other contact types, e.g. email.

Concepts for call time with and without ring time

Call time can be presented divided into ring time and talk time. For task statistics you find the Average talk time, handled incoming IVR calls (s) term. Terms for the agent statistics found in separate section.