This metric shows the total number of calls agents answered throughout the selected period of time. Accepted Calls metric is also a part of the Denied and Missed call rate calculation. If you'd like to see Accepted Calls metric in the Summary Report, in your parameters you should also select Talk Time metric. This is required as Accepted Calls metric is what we call a dependent metric and its calculation depends on the time tracked on the Talk States.
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.
Note: in order to have access to this metric, you will need to have access to our feature Talk+.