This metric shows the total number of Inbound Calls each agent or group of agents has throughout the selected period of time. Insight into the number of Inbound Calls your agents have is a must for workload forecast, daily performance management, and quick adjustment if volume fluctuation is affecting service levels.
Formula: (Accepted calls + Missed calls + Denied calls) = Inbound calls
This metric also includes calls that were abandoned in queue.
Note: in order to have access to this metric, you will need to have access to our feature Talk+.