On the BCMS VDN Report, what is a CONN call VS an ACD call?
I read the Operations Manual for the definitions, but do not understand why the CONN CALLS number is significantly different from ACD calls? For example, on one report it shows 118 calls offered, 103 ACD calls, and 10 CONN Calls. It seems ACD calls and CONN Calls would bed more closely aligned minus abandons, flow out, disconnects, etc.
I read the Operations Manual for the definitions, but do not understand why the CONN CALLS number is significantly different from ACD calls? For example, on one report it shows 118 calls offered, 103 ACD calls, and 10 CONN Calls. It seems ACD calls and CONN Calls would bed more closely aligned minus abandons, flow out, disconnects, etc.
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