- Queue time
- The time that has passed from when the call record was last placed in the queue to when the callback record was allotted to an agent.
- Delivery time
- The time it takes from when the call record leaves the queue until Agent has made the call.
- Waiting time
- Not applicable.
- Agent-based waiting time
- Not applicable.
- Ring time
- The time from when the agent has confirmed the outgoing call until the called party answers the call (or until the agent hangs up the call).
- Call time
- The time from when the agent confirms dialling out in Agent until the call is terminated. Agent status in Agent is set to Call.
- Talk time
- The time from when the called party answers the call until the call is ended.
- Wrapup time
- The time after the end of the call that passes before the agent gives feedback. Agent status in Agent is set to Wrapup.
- Task time
- The sum of call time and wrapup time. Also includes ring time for not answered calls.
Diagrammatic sketch of times and time intervals when processing a callback record
In the figure above there is a definition of several concepts and how they relate to different events. Important events that take place while the call record is en route to the agent are marked with vertical arrows.
Each event is numbered:
- Call records are fetched from the database. The call record is routed to a queue/waiting list.
- An agent is/becomes available. The call record is assigned to the agent.
- In ACE Agent, the agent confirms that outgoing calls should be created on the basis of the call record. ACE Agent makes the call.
- The call is answered by the called party.
- The call is terminated in ACE Agent and the feedback dialogue box is shown.
- The agent has given feedback in ACE Agent and is available again.