Which contact center component can be used to determine how many calls per day are answered within 20 seconds?

The Automatic Call Distributor (ACD) is pivotal in managing incoming calls and routing them to the appropriate agents based on predefined rules. One of the key functionalities of an ACD is its ability to track and report on various performance metrics, including call response times. This capability allows organizations to analyze how many calls are answered within specific time frames, such as 20 seconds.

By utilizing the ACD, a contact center can gain insights into its efficiency and service levels, which are crucial for evaluating performance and improving customer satisfaction. The ACD not only handles call distribution but also collects data on call metrics, making it instrumental for monitoring service level agreements (SLAs) related to response times.

In contrast, while other components like Call Queue Management and Service Level Dashboards also contribute to overall performance metrics, they do not directly handle the routing and timing analysis of calls as distinctly as the ACD does. For instance, Call Queue Management focuses more on how calls are held in queue rather than tracking the metrics of call handling times effectively.