Number of Calls - Leads that that were not answered by the client's CSR(s).

Overview:

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

Data Sources:

Blue Corona Call Tracking, Polaris Engagement Subsystem

Formula:

N/A