Answered Calls

Author: CCa2z

Date: 27th October 2004

Calls Answered is an important constituent of Calls Received (Calls Answered + Calls Abandoned = Calls Received)

Calls
Answered
1000		 Calls
Abandoned
45		 Calls
Received
1045		 Percent
Abandoned
4.3%		 Longest
Delay
120 secs		 Average
Delay
10 secs		 SL
< 30 sec
89%

Calls are answered when a caller is connected to an agent or automated agent.  In the latter case, the call is processed without the involvement of a live agent.


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