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Glossary

What is Blocking?

Blocking usually refers to percentage of calls initiated by customers but do not prefer destination due to lack of available circuits, lines, or trunks. Effective reasons for blocking inbound calls can be due to unavailability of call center agents to receive customer calls. Absence of adequate circuits at the time the call, increase in virtual queue, automatic call distribution is programmed to block calls from entering the queue.

Blocking rate is an important metric to consider ensuring that you allow your customer to access your call center.

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