⚠️ Please note that this article is outdated. For the most up to date information, please visit: Analytics: Terms
|
Term
|
Definition
|
Calculation
|
|
Missed inbound calls Unanswered inbound calls |
An unanswered (missed) inbound call is an inbound call that was not answered e.g for which an agent and the caller were not connected. This includes inbound calls that were not connected and callers left a callback request. |
Inbound calls for which there is a unanswered call reason ( * ) Or Inbound calls for which there is no unanswered call reason ( * ) but have a callback request.
( * ): missed call reason |
| Answered inbound calls | An inbound call for which an agent and the caller were connected. |
In this dashboard we calculate answered calls as follows: Answered calls=total inbound calls-unanswered inbound calls |
| Subsequent calls |
A subsequent call within the selected period is a call made to or from a caller who previously made an unanswered call. This may be another inbound call or an outbound call (whether this is related to a callback request or not). ⚠️ Please note that if there are more than one consecutive unanswered inbound calls from the same caller, and that caller is then later successfully connected to an agent (whether through an answered inbound call or an outbound call), only the final unanswered call made by that caller will be considered to have had a subsequent call. |