ACD Metrics

ACD Metrics, or Average Call Duration Metrics, refer to the measurement of the average time a call lasts in a call center or customer service environment. This metric helps organizations understand how efficiently their agents are handling calls. A shorter ACD might indicate quick resolutions, while a longer ACD could suggest complex issues or longer interactions. By analyzing these durations, businesses can improve service quality, train staff effectively, and optimize operational efficiency, ultimately enhancing customer satisfaction and resource management.