Answered Rate is the comparison of the Total Calls Answered with the Total Calls Offered

Can answer rate be more than 100%?

1 Like

Well - no - you can’t really answer more calls than you were offered. However, depending on how your ACD pegs data, it might record the call as being offered in one interval and record the call being answered in another interval which may make it look like you answered more calls in an interval that you were offered. This can also happen to daily reporting if the same delay occurs across the midnight interval.

1 Like