Call is offered in one interval and answered in other interval

[Nikolay Krasnokutskiy]

Hi all,

Please consider the following scenario:

A contact center receives an incoming call, say, at 08:59:45. This call is answered by an agent at 09:00:45.

Will the CallsOfferedHalf and CallsAnsweredToHalf database fields be incremented in different half-hour intervals, i.e. the CallsOfferedHalf field will be incremented in the interval 08:30:00 - 08:59:59 and the CallsAnsweredToHalf field will be incremented in the interval 09:00:00 - 09:29:59?

Thanks.

Nikolay

[jessepbeatty · Accepted solution]

That's correct.

Also note that you may see different values for ServiceLevelCallsOffered vs CallsOffered. ServiceLevelCallsOffered is incremented only when a service level event (answered, abandoned, service level threshold exceeded without ans/abn) occurs. So in your example, if your SL threshold is 30 seconds, then CallsOffered would be pegged in the first interval but ServiceLevelCallsOffered would be pegged in the second interval.