Percent of Calls - Missed Calls that were not answered by the client's CSR.

Overview:

Calls - Missed Calls Rate metric reflects the proportion of incoming calls that were not answered by the client's customer service representative (CSR). This key performance indicator measures the efficiency and responsiveness of the customer service team in addressing incoming calls for options selected in the Global Filter.

Data Sources:

Blue Corona Call Tracking, Polaris Engagement Subsystem

Formula:

Calls – Missed Calls / Calls – Leads