We are trying to understand how Answered metric is calculated.
I have three scenarios as below and I want to understand how answered is calculated.
Scenario 1: Inbound call
Agent receives a call from customer. Agent talks to the customer and completes the interaction.
what will be the tanswered count value in this case?
Scenario 2: Outbound Call
Agent calls to a customer as part of callback. Agent talks to the customer and completes the interaction.
what will be the tanswered count value in this case?
Scenario 3: inbound/Outbound Call
Customers call to IVR and waited for agent, bit since all agents are busy the ivr has given an option for callback and customer accepted for the callback. IVR transferred the call to callback acd queue once the agent is assigned, he called the customer and completes the interaction.
what will be the tanswered count value in this case for MediaType "voice" and "callback"?
You'll note in fact tAnswered is an agent level recplica of the ACD's tAcd
Outbound calls do not have tAnswered. Callbacks have a fairly meaningless version of tAnswered that is basically triggered by when the agent "Accepts" the callback request. You can also see another example of scenario #1 in this call when it was transferred to a different queue during the callback.
You can see in this case the first agent's callback tAnswered corresponds to the voice segment actually starting but in the next example you'll see callback is "answered" but the agent never called anybody, they just updated notes on the account and closed the callback, which may differ from your intended usage of the metric. How you configure callbacks can change how tAnswered behaves a bit, because if you're using agent first or forced-answer those have ramifications.
The inbound voice was never answered so no tAnswered for that segment. Outbound and callback follow same rules as #2.
