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Number of Returned Interactions

Definition

For an agent, agent group, or contact center - The number of calls routed to the selected agent, agent group, or contact center that were not answered during the monitored period.

For a service - The number of calls associated with the selected service that were routed to an agent but not answered during the monitored period.

This statistic includes interactions derived from transfers.

Calculation

When an interaction changes from the Delivery Pending state to any state other than the Delivered state, Ivanti Voice increments the value of this statistic for both the agent and service associated with the interaction.