what ICM version and which table are you looking at?
The number of handled calls = the number of calls that ended their wrapup phase within the reporting interval (15 minutes, 30 minutes).
The number of answered calls = the number of calls answered regardless of their ending within the reporting interval (15 minutes, 30 minutes).
ICM 8.5 Skill_Group_Interval Report. Which is the accurate number to use for reporting. Handled or Answered.
Depends on what you want to see. How many calls were answered (picked up by the agent) or handled (disconnected, then wrapup).
Answered = the call starts.
Handled = the call ends.
Answered does not always equal to Handled. For instance, you can have 10 calls as Answered within a 15 minutes interval - and 8 of them may be Handled within the same interval, but 2 of them pass the reporting interval boundary. Those two calls will be counted as handled in the next reporting interval.
Thanks. When we run a daily report the why do think we always have the Handled calls alsomst 15% higher than answered calls everyday.
In case, from 8h to 8h15, we have 10 offered calls, how to check how many calls are handled or answered within same interval?
This information will help us so much.
Thank you for your support,