Glossary
Received calls are all calls that were received by call center within selected time period. Received calls don’t mean the same as answered calls, as some calls can be abandoned by callers.
Received calls are measured by call centers to analyze and forecast their inbound call volumes. In some industries, there are seasonal or even daily peak hours and downtimes, so the number of received calls can differ dramatically in a few hours. Thus, measuring received calls is a vital aspect of ensuring call center stable work.
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