We added this metric to our list so that you would have a possibility to look into the Accepted calls metric from a different perspective. This particular metric shows the number of inbound calls that agents answered throughout the selected period of time. We count all call legs, otherwise, all agents who handled the call.
Note: there is a slight difference in how tymeshift and Zendesk count the Accepted Call Legs. In tymeshift if an individual call leg has a start and end time we attribute an accepted call leg point. Whereas in Zendesk it has to have a start, end time, and also talk time for a call leg to be considered as accepted. Therefore you may see slightly different results if comparing reports in tymeshift and Zendesk.
Important: in order to have access to this metric, you will need to have access to our feature Talk+.