Which statuses are included in the total ACD calculation?

• A. Not Responding, Away, Break
• B. Interacting, Idle, and Not Responding
• C. Busy, Available, On Call
• D. Online, Busy, Away

Answer: (B)

ACD time is the portion of an agent’s work time that the system counts toward routing and handling interactions. Only statuses that indicate the agent is engaged in the ACD workflow are included. Interacting signals that the agent is actively handling a contact in the current ACD cycle, so that time is counted. Idle shows the agent is connected and ready to take another contact, which is also part of ACD. Not Responding captures moments when the agent is linked but not actively responding; the system still considers this time as part of the ACD window because the agent remains in the queue and could resume service. Other states like Busy, On Break, Away, or Online reflect periods when the agent is not available for ACD routing, so they are not included in the total ACD calculation.