Rushowr a écrit : >Jean-Michel, > >Forgive my ignorance, what's ASR? I'm pretty sure ACD is average call >duration, but ASR? > > You are right about ACD. Answer Seizure Ratio = 100 (answered calls / total connect attempts) ASR, ACD and PDD are the three most commonly used indicators to measure a route's quality. Cheers, Jean-Michel.