What does unanswered polls mean?

[David_K]

Hello

When I generate a Queue Performance Overview report, what does the number of "Polls" mean in the Unanswered column?

 

[KoesioOccitanieTech]

Hello,

It means that a call got "pulled" on the phone agent but didn't answer it, but it's doesn't mean that this call was unanswered.
Obviously you need to analyze this data differently when the queue is in "ring all" or "1 by 1" for example.

 

[Alphabetic]

Also, if you have a "ring all" with a "ring time" of 5 seconds but a wait time of 5 minutes, that counter will soon add up for all available agents.