Answered % Meaning in Agent in Queue Statistics

[Naw Say Lar]

Dear 3CX Team,

Could you explain about the meaning of Answered % in Agent in Queue Statistics Report?

 

[Alejandro_3CX]

Hi @Naw Say Lar let me explain you how is the percentage calculated.

Assuming that an agent was logged in at all times, if he received 75 calls and answered only 27 then this will equal to 36%

Now, assuming in the example below that an agent was logged in at all times and that the strategy is prioritized hunt and lets say 4 calls entered in the queue and:

1st call is rejected while the first agent is ringing
1st agent answers 2 of the remaining 3 calls
2nd agent answers the one remaining call.

The stats for the 1st agent will be 50%
The stats for the 2nd agent will be 100% as this agent received only one call while the 1st agent is at 50% as he was polled in all 4 calls.


So, if you want to calculate the percentages in your report, you need to know how many calls polled each agent and how many of they were answered by these agents.

I hope the information above is informative for you. Have a good day!