Clarification on "Answered %" Calculation in Agent in Queue Statistics Report

[Sajjad.Khurshid]

Hi 3cx Team,

I need clarification regarding the "Answered %" column in the Agent in Queue Statistics report.

Queue Strategy: Longest Waiting

Report Used: Agent in Queue Statistics

Date Range: 01/01/2025 - 30/06/2025

Filter Applied: Ignoring calls dropped before 20 seconds

Could you please confirm : From where exactly is the "Answered %" value derived?On what basis is this percentage calculated?(e.g., is it based on total calls presented to the agent vs. answered calls, or another formula?)

For clarity, I have attached : A screenshot of the Agent in Queue Statistics report
Additional screenshots of the Queue Performance Overview Report and Polling.

Looking forward to your guidance on how the "Answered %" is computed

 

[KyriacosS_3CX]

Hello,

Could you please confirm : From where exactly is the "Answered %" value derived?On what basis is this percentage calculated?(e.g., is it based on total calls presented to the agent vs. answered calls, or another formula?)

This is essentially the correct formula - Calls Answered/Number of polls for each agent individually.

Best,
KS

 

[Sajjad.Khurshid]

Hello,



This is essentially the correct formula - Calls Answered/Number of polls for each agent individually.

Best,
KS

Okay, but when we review both attached reports, we see that Agent Rohail answered 736 calls, with only 4 being polls, yet his answered percentage is showing as 76%. How is that possible?


Similarly, Muhammad Jalal answered 615 calls, with 6 being polls, but his answered percentage is shown as 78%.


I'm unable to understand how these percentages are being calculated.

 

[KyriacosS_3CX]

Please run this reports again, or for shorter period for the test without the drop shorter than 20s.

 

[KyriacosS_3CX]

Hi @Sajjad.Khurshid ,

Returning to this just to provided some further clarity.

On the Agent in Queue Statistics the %Answered is the percentage of calls that ringed the agent's phone which the agent answered. (Answered Calls/Calls reaching them)*100

In Queue Performance Overview Report the Polls are listed under the Total Unanswered for a "specific" reason. That is a count of how many of those Total Unanswered calls the specific user was polled for.
As unanswered calls might have polled more than one agent you might get a higher number than the Total Unanswered if you add up all the agents polls.

Hope this provide more clarity.

 

[Alphabetic]

Hi @Sajjad.Khurshid ,

Returning to this just to provided some further clarity.

On the Agent in Queue Statistics the %Answered is the percentage of calls that ringed the agent's phone which the agent answered. (Answered Calls/Calls reaching them)*100

In Queue Performance Overview Report the Polls are listed under the Total Unanswered for a "specific" reason. That is a count of how many of those Total Unanswered calls the specific user was polled for.
As unanswered calls might have polled more than one agent you might get a higher number than the Total Unanswered if you add up all the agents polls.

Hope this provide more clarity.

Hi @KyriacosS_3CX

Queue Performance Overview Report

does this mean "Unanswered" is not the same as "abandoned" so they're still in the queue waiting to be answered?

does

 

[KyriacosS_3CX]

For the Queue Performance Overview, Unanswered and Abandoned are exactly the same thing.