Percent of Calls - Missed Calls that were not answered by the Lead Capture Live agents.

Overview:

LCL Calls - LCL Missed Calls Rate metric reflects the proportion of incoming calls that went unanswered by an 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 Missed Calls / LCL Calls - LCL Leads