This metric shows the percentage of Missed Calls (calls that rang for 30 seconds with no response and were placed back in the queue, throughout the selected period of time). Related metrics in calculating the Missed Calls % - Missed calls and Inbound calls - are imported from Zendesk.
Formula: (Missed calls / Inbound calls)*100 = Missed Calls %
Insight into the Percentage of Missed Calls your agents have is a must for workload forecast and daily performance management. You will be able to group this metric by day, agent and group.
Note: in order to have access to this metric, you will need to have access to our feature Talk+.