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

Overview:

LCL Calls - Client Missed Calls Rate metric reflects the proportion of incoming calls that went unanswered 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:

LCL Calls - Client Missed Calls / LCL Calls - Client Leads