Percent of Calls - Missed Calls that were not answered by the Lead Capture Live agent from a Blue Corona tracked line.

Overview:

LCL Calls - LCL BC Missed Calls Rate metric reflects the proportion of incoming calls on a Blue Corona tracked line that went unanswered by and LCL agent 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 - LCL BC Missed Calls / LCL Calls - LCL BC Leads