Web View: Handled and Answered

bilalghayad · ‎01-15-2008

Hi All;

At webview reports level, what is the meaning exactly for handled calls? How it is calculated? And what is the difference between handled and answered calls?

Any help

Regards

Bilal

sbilgi · ‎01-22-2008

A call is counted as answered when it reaches an agent or IVR. For example, the CallsAnsweredTo5 field in the Service_Five_Minute table counts the number of calls that reached agents or VRUs during the five-minute interval. The calls might still be in progress when the interval ends.

By contrast, a call is not counted as handled until it is finished. Therefore, the number of answered calls and handled calls during an interval is not necessarily the same, but eventually each answered call is counted in both categories

bilalghayad · ‎01-23-2008

Thanks a lot for the help and kindly answer.

If the call reached IPIVR and within the 5 minute, no agent answered it, and then the caller disconnected and leaved the queue, it will be considered within handled?

Regards

Bilal