Percent of non-BC tracked Calls - Missed Calls that went unanswered by the Lead Capture Live agent.

Overview:

LCL Calls - LCL Office Missed Calls Rate metric reflects the proportion of incoming calls from the client's office line 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 Office Missed Calls / LCL Calls - LCL Office Leads