This metric shows the number of inbound and outbound calls that agents answered throughout the selected period of time. We count only the last call leg, otherwise, the last agent who handled the call.
Note: in Tymeshift we calculate this metric according to the UTC timezone.
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.
Important: in order to have access to this metric, you will need to have access to our feature Talk+.