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Glossary
Abandoned
Call
Abandoned
Call Threshold
ACD
(Automatic Call
Distributor)
ACD Call
ACW (After-
Call-Work)
State
A call that comes into CMS but is disconnected by
the caller before being serviced by an agent.
The minimum number of seconds an agent must be
connected to a call for it to be considered a
serviced call. Calls that are disconnected before
reaching this threshold are considered abandoned
calls.
The general term for systems such as
automatically answer incoming calls and distribute
them to available agents.
An incoming call on a CMS line.
An agent work state in which the agent receives no
ACD calls. Agents usually put their telephones into
this state when they need to finish work associated
with previous calls.
that
CMS
GL-1
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