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Old 04-17-2015, 07:24 AM
richa164 richa164 is offline
Join Date: Oct 2013
Posts: 131
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CONN CALLS The number of completed calls that were routed to a telephone,
attendant, announcement, messaging split, or call pickup and were
answered there.

ACD CALLS The number of completed ACD calls answered in a BCMS-measured
split. The split may have been reached via the queue-to-main, check
backup, route-to, messaging split, or adjunct routing commands.
Includes Direct Agent calls (EAS only).
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