Presented Vs Answered Conversations

When looking for a breakdown of calls your agents are handling, you typically want to see a comparison of Presented vs. Answered — both as hard numbers and as a percentage. Here's how to build that using the Agent Performance report template.

1. 1

   Select the Agent Performance report from the available templates and open Fields and Layouts on the left.

2. 2

   Drag and drop the following values from Available Values into your Values box: Count - ACD Presented, Count - ACD Answered, and % ACD Answered.

3. 3

   Ensure Agent Name is in the Rows and set your Date/Time filter as desired. Run the report.

   This will give you a breakdown of Calls Presented, Calls Answered, and the percentage of ACD Calls Answered by agent:

   

For a deeper breakdown showing which specific calls were presented and not answered, click the green + button next to any agent name to drill into the Agent Activity Detail report:

In the detail view, use the Outcome column to identify which calls were answered and which were presented but not answered.

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