Glossary
Handled calls are calls processed by your team, including all operations required from the agent to complete all the work on the call. This relates not only to the conversation itself – agent also has to fill down the customer card, write down notes, and complete other actions.
Handled calls include all calls, that were processed by agents, and onlly those, where all required actions were taken. Handled calls don’t mean that all of customer issues were resolved: only the work that had to be done by agents is done, if support ticket is transferred to another team – technical specialists or something – this doesn’t mean that call isn’t handled, but it isn’t resolved though.
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