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Old 08-19-2013, 01:05 PM
itr0754 itr0754 is offline
Join Date: Mar 2013
Posts: 5
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Default "Calls offered" accountablity in AACC 6.3

I am trying to balance-out the number of calls shown in my "CDN (Route Point) Statistics" report and I have a question; is the column "calls offered" the actual number of calls received at the Contact Center ?? The reason I ask is because if I add up the number of calls "answered", plus the number of calls "abandoned" it does not add up to the number of calls "offered". Can someone please clarify this for me ??
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