Do you simply divide the number of completed inbound calls by total inbound calls?
Or do you exclude unanswerable calls such as calls that abandon while in the IVR or holding to transfer into the call queue? You know, the calls that are not offered to agents. What about calls that are outside of business hours where it goes directly to voicemail? Or callback requests that expire? What about calls that disconnect within, say, 15 seconds of entering the call queue? Most agents can’t react and hit the answer button fast enough. Should it still count against them? How do you account for what I call panic callers, they call and hang up like 10 times in just a few minutes and have multiple callback requests, voicemails, and abandons?