When reviewing your Agent Reports, it’s important to understand what each indicator represents. Below is a clear explanation of every metric you’ll see and how it reflects the call activity of the agents in any queue/s.
📞 Total Calls (Unique Calls) #
What it means:
This represents the number of individual callers that entered the queue.
Each caller is counted only once, even if the call rings multiple agents or retries within the queue.
Quick example:
One caller enters the queue → wait in queue = rings several times → still counts as 1 Total Call.
🔁 Total Offers #
What it means:
This is the number of times an agent’s phone rang for calls in the queue.
A single call can generate multiple offers depending on your queue settings (ring strategy, max wait time, retries, etc.).
Quick example:
One caller rings for 30 seconds → then another 30 seconds → then retries another 30 seconds → that counts as 3 Total Offers.
❌ Total Missed #
What it means:
The number of unique calls that were not answered by any agent.
This is not per-offer, it is per-call.
✅ Total Answered #
What it means:
The number of unique calls that were successfully answered by an agent.
📐 How the Numbers Relate #
To clarify the relationship:
✔️ Total Calls = Total Answered + Total Missed #
Because:
- Every unique call is either answered once or missed once.
- It does not matter how many offers the call generated.
❌ Total Offers is not part of this equation #
Total Offers counts how many times phones rang; this can be higher than Total Calls, as offers can repeat.
