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Expected Delay

I'm trying to fully understand all functions that impact ED.

As an example:  We have multiple locations that take calls.  On a particular day, 1 location only had 1 person staffed.  They stayed in AUX all day, making a few outgoing calls as well as recieving a few extension in calls.  I would expect that they would never have a valid value for MED and therefore would not receive any ACD calls.  They did.  Since the rep wasn't in available the call sat for an extended period of time.  What could have driven the ICM to populate a MED value?

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