Call Load

Also known as Workload. The product of Average Handle Time (AHT) and Average After Call Work, multiplied by Call Volume, for a given period of time.

In Premier Edition Cloud, the number of calls handled in a certain amount of time. This value does not include the time that the calls spend in the ACD queue. [+] Formula

(Average talk time + Average after call work) × Call volume, over a specified period

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