Number of Answered Returned Interactions
For an agent, agent group, or contact center - The number of interactions that were answered by the selected agent, agent group, or contact center after being returned to the queue after unsuccessful delivery attempts during the monitored period.
For a service - The number of interactions associated with the selected service that were answered after being returned to the queue after unsuccessful delivery attempts during the monitored period.
This statistic includes interactions derived from transfers.
When an interaction enters the Delivered state after being in the Queued state while waiting for an unsuccessful transfer, Ivanti Voice increments the value of this statistic for both the agent and service associated with the interaction.
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