Quality Metrics
Ref: ITU-T Recommendation E.411
ACD
Average Call Duration
Direct Telecom Definition • Carrier Industry Standard
The average duration of answered voice calls on a specific route or trunk.
Technical Definition & Carrier Engineering Standards
ACD measures conversational quality and destination stability. High ACD signifies healthy consumer/enterprise traffic, while ultra-low ACD (<30 seconds) can indicate call-center auto-dialers, IVR drops, or audio clipping.
Standard Formula / Protocol Algorithm
ACD (Minutes) = Total Billable Conversation Time / Total Answered Calls