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Glossary
Glossary | C | What is calls offered

What is Calls offered?

The term ‘call offered meaning’ refers to the effort that a caller makes to get through the representative of outsourced call center. It is the total number of calls offered to a queue including answered calls, hang-up calls, and/or busy signals. This metric helps in quantifying the number of resources and staff needed to handle the queue. All calls that have a service level event that have a clear cut period are considered service level calls. This designation differs from a calls offered value that counts each call at the time it is first offered to the service.

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