Handled Calls

Author: CCa2z

Date: 14th October 2009

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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