Percent Calls Answered

Definition

For the contact center - The percentage of calls answered by one or more agents during the monitored period.

For a service - The percentage of calls associated with the selected service that were answered by one or more agents during the monitored period.

This statistic excludes interactions derived from transfers.

Calculation

When an interaction changes to the Completed state after being in the Delivered state at any point in time, Ivanti Voice performs the following operations.

For the contact center:

1.Increments the total count of interactions during the monitored period.

2.Increments the total count of interactions that entered the Delivered state during the monitored period.

3.Performs the following equation: