Available State
Down time is another variant of the term Available Time. It is an average measurement of time of callers, who are delayed, waiting in queue. This average time callers are delayed and waiting held in a queue before they disconnect from that waiting queue either by connecting to a live agent or by the line being disconnected either by the caller or carrier issues. Calls that are answered immediately, or average delay to abandonment are not included in the Available Time this measurement. An Agent logged into an Automatic Call Distributor (ACD) on the dispositions ready and waiting to take calls (not logged into another system, not engaged in other tasks like talking through chat to a customer or in ACW- after-call wrap) is time considered to be available. This available time gets reported in a ACD/Dialer report of Available Time for that specific agent or the overall call center.