FAQ 2: Real-Time Statistics

Question

In the Agent Group module, why is the sum of 'Failed calls' and 'Answered' statistic less than 'Total Incoming' statistic?

Answer

An incoming call where the agent's phone rings but the agent does not answer is counted as a failed call. An incoming call is not considered to have failed if the caller hung up during the ringing. Failure is therefore associated with an agent's inability to answer a call.

The Agent Group module below shows statistics for the case where two incoming callers hung up during ringing.

This did not increment the 'Failed Calls' statistic because agents were denied the opportunity to answer the calls.