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  • 1.  Phone stats

    Posted 12-23-2019 16:37
    No replies, thread closed.
    'Calls Handled' incl. answered interactions, transfers, callbacks & outbound calls, however it doesn't add up if I select: 
    Individual's 'calls handled' on any particular day+ 'Transfer' exceeds 'Calls Handled'. Why is this?
    #Telephony

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    Olga Colyvas
    Garrisons Operations Pty Ltd
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  • 2.  RE: Phone stats

    Posted 01-03-2020 14:07
    No replies, thread closed.
    It sounds like you are looking at someone's calls handled plus calls they transferred to someone? Aren't those transfers already included in the number of calls handled?

    Perhaps I am reading your scenario incorrectly.

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    George Ganahl GCP (PureCloud), ICCE
    Principal Technology Consultant
    Genesys
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    Original Message


  • 3.  RE: Phone stats

    Posted 01-03-2020 14:29
    No replies, thread closed.
    Here is a great explanation:  https://help.mypurecloud.com/faq/what-is-the-difference-between-the-answered-and-handle-metrics/

    Calls handled could be in and outbound calls.  Transfers should not be added to the handled as those could be system transfers or agent transfers outside of the queue metrics.  

    Another good reading is related to WFM, but explains metrics well.  https://help.mypurecloud.com/articles/workforce-management-metric-definitions/


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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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    Original Message


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