Hello,
I'm looking at Response Group reports and trying to make sense of what I'm seeing. Specifically the "Offered Calls" metric.
This is the first report screen for a particular Workflow URI for a month
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Monthly
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Received calls
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Successful calls
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Offered calls
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Answered calls
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Percentage of abandoned calls
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Avg. call minutes by agent
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Transferred calls
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47.62 %
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2.52
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Total
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63
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63
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258
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33
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47.62 %
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26
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When I look at this Technet https://technet.microsoft.com/en-us/library/gg558632.aspx it says "Offered calls.
Total number of calls that were transferred to a Response Group agent." for Offered Calls
When I hover on the "Offered Calls" title on the page, I get this popup "number of calls that were transferred
to an agent, across all RGS service instances in the deployment"
I'm perplexed as it really doesn't seem to align with any other numbers. Based on the popup text it makes me think this is all calls for our entire Response Group environment, but when I look at other Workflow URI's for the same month, the number is
different
An explanation of what this actually is, beyond what I've already found, would be very much appreciated.
Thank you
