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Wait times have been averaging roughly 35 minutes. In September, the latest data available, the average time on hold was 34.7 minutes. The shortest average wait so far this year came in May, 28.8 ...
As millions of Medicaid recipients face the potential loss of health coverage for the first time since the coronavirus pandemic, state call centers are getting inundated with questions from people ...
In telecommunications, busy-hour call attempts (BHCA) is a teletraffic engineering measurement used to evaluate and plan capacity for telephone networks. [1] BHCA is the number of telephone calls attempted at the sliding 60-minute period during which occurs the maximum total traffic load in a given 24-hour period (BHCA), and the higher the BHCA, the higher the stress on the network processors.
Virtual queue is a concept used in both inbound call centers and other businesses to improve wait times for users. Call centers use an Automatic Call Distributor (ACD) to distribute incoming calls to specific resources (agents) in the center.
Call waiting deluxe is the Bellcore (now Telcordia Technologies) term for Type II caller ID with Disposition Options. [ 1 ] This CLASS -based POTS -telephone calling feature works by combining the services of call waiting with caller ID but also introduces an "options" feature that, in conjunction with certain screen-based telephones, or other ...
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In telecommunications, call volume refers to the number of telephone calls made during a certain time period. Depending on context, the phrase may refer to either the number of calls made to a specific physical area or telephone number (such as an emergency service) or the number of calls made between two or more areas (e.g. cities).