Calls offered vs Calls answered - Agent level 1

[aperez54]

I feel silly asking this but I need to confirm.

I'm creating an agent level report for our managers. Can someone confirm please:

Calls offered/presented MINUS Calls answered should equal:

Calls requeued by agent + Calls requeued due to timeout + Abandoned (I cannot find this field. Unless I'm blind but I'm almost positive this does not exist on the agent level)

Is there such thing as terminated on the agent level or would that be dependent on the call flow set up? I mean if a call flow is designed such that a call can go into an agent's voicemail box if not answered, would that be pegged as terminated?

Thanks in advance!

 

[johnjose]

Once the call is presented to an Agent can‘t be abandoned.
Can be Anwered or Returned to Queue ( Agent pressed NRD key during call presentation) or Returned to Queue due to timeout (theshold defined in call presentation class is reached).

Hope this will help,

jj.

 

[aperez54]

Hey thanks for the speedy response!

Based on that information, I should then assume that calls presented = calls answered + returned to queue + returned to queue due to timeout, correct?

Where would the calls be then if the math doesn't add up?

 

[johnjose]

Checked our reports and performed some tests. I have to correct my explanation above.
Despite the fact that there is no item Abandoned in AgentPerformance report still there can be calls abandoned while they are presented to an Agent and her/his phone is ringing. So your origin consideration (Calls offered MINUS Calls answered should equal: Calls requeued by agent + Calls requeued due to timeout + Abandoned) is correct.

jj

 

[aperez54]

YAY! You're awesome!

Thank you so very much!