Number of Calls Answered

Definition

For an agent, agent group, or contact center - The number of calls the selected agent, agent group, or contact center answered during the monitored period.

For a service - The number of calls associated with the selected service answered during the monitored period.

This statistic excludes interactions derived from transfers.

Calculation

When an interaction changes to the Delivered state for the first time, Ivanti Voice increments the value of this statistic for the agent and service associated with the interaction.