Subject: acd
From: Ashish Dabral <[email-masked]>
To: Amol Tyagi <[email-masked]>
Date: Fri, 29 Nov 2013 15:41:47 +0530 (IST)

The number of times during the shift a chat request was presented to a given operator and the operator failed to accept the chat before the ACD (Automated Call Distribution) timed out. This includes cases where the ACD request failed, due to an internal system error.