This metric shows the total number of calls agents answered throughout the selected period of time. Insight into the number of Accepted Calls your agents have is a must for workload forecast and daily performance management and adjustment if volume fluctuation is affecting service levels. In addition, having this data is also useful for fair workload distribution in the team. Accepted Calls metric it is also a part of the Denied and Missed call rate calculation.
Note: in order to have access to this metric, you will need to have access to our feature Talk+.
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