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Presented Calls Vs. Answered Calls

Presented Calls

A presented call, sometimes known as an offered call, is an inbound call that includes a Ringing event (or Queue event, in the case of hunt group reports). The call below is a common example of a call that was presented to an agent, then answered.

Note that in the main body of most reports, calls that were presented to multiple agents or hunt groups (usually because of a transfer or overflow) will be counted once for each agent or group. But in the summaries at the top of the report, these calls will only be counted once. See Call Count Totals and Summaries for more details.
 
For most call flows, a Presented Calls column in the main body of a report will be equal to Answered Calls + Missed Calls. Again, this is not necessarily the case for report summaries, since they take a broader look at the call data instead of simply adding up the columns.
 
Answered Calls
An answered call is simply a call that includes a Talking event. The call below is a common example of an answered call.
Note that in the main body of most reports, calls that were answered by multiple agents or hunt groups (usually because of a transfer) will be counted once for each agent or group. But in the summaries at the top of the report, these calls will only be counted once. See Call Count Totals and Summaries for more details.
 
Remember that Inbound Calls is not necessarily equal to Answered Calls + Missed Calls. This is because there are some calls that are never presented to an agent or hunt group, and in Chronicall, a call must be presented to an agent or group before it can be missed by that agent or group. For example, the call below is neither answered nor missed, but it is an inbound call.
 
Also note that it is possible for an abandoned call to also be an answered call. The call below was answered by Sara West and transferred to the Billing hunt group. But no one in the Billing hunt group was available, so the call went into the group's queue. After waiting for almost a minute and a half, the caller decided to hang up. The call includes a Talking event, so it was answered, but it also ends in a Queue event, meaning it was abandoned.
 
The image below shows this call as it would appear in the Abandoned Calls report. Notice the check mark in the Answered column.
 
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