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• 5.2 • 5.3

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Service Staffing and Overflow Report

This report shows the distribution of inbound calls to selected services over regular and overflow destinations. Each agent team whose agents participated in handling of the calls to a given service will be reported as a separate destination under this service. Each external number used as an overflow target for the calls to a given service will also be reported as a separate destination under this service.

All metrics in this report are calculated for call and chat media types.


Metric Descriptions

Number of Calls Answered

For the service, Number of Calls Answered is the total number of calls to this service that were answered.

For a destination, Number of Calls Answered is the number of calls to this service answered at the given destination.

Average Handling Time (Inbound)

This is the average time that answered calls to this service were handled regardless of the destination.

For a destination, Average Handling Time (Inbound) is the average time that answered calls to this service routed to the given destination were handled at that destination.

% Abandoned

For a destination, % Abandoned is the percentage of calls to this service routed to the given destination that were abandoned while ringing relative to total number of calls that requested this service and routed to that destination. Only the calls abandoned outside of service level threshold are counted.

For the service, % Abandoned is the percentage of calls to this service routed to all destinations that were abandoned while ringing relative to total number of calls that requested this service and routed to any destination. Only the calls abandoned outside of service level threshold are counted.



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