QueueMetrics > Running QueueMetrics

ACD attempts clarification

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tank30:
Hi,
  I am a bit confused regarding what "Lost"  and "Taken' actually means in the reports.

OK,  lost means call was sent to agent but it was not answered. So if we had 2 calls in a queue with 3 lost attempts then in total we should have 6 lost attempts for this queue, am i right?

Taken Im not sure what it means. Is is a succesful attempt after a lost attempt? On ACD by terminal what does it mean exactly when an agent has 5 lost and 1 taken?

Documentation is not exactly rich on description for these so it would be nice to give me some details.
 :) :) :)
Thanks!

QueueMetrics:
This is exactly as you say - every time the telephone rings and the agent does not take it is a lost, and every time the telephone rings and the agent does take is a taken.

moa:
I might need a bit more clarification.  If I run a custom report, and filter for a specific agent.  Shouldn't the "N. Taken" be the same number as Calls Answered under the Answered tab?  I'm getting different numbers.

tank30:
Exactly!
This is why i had the same question.
N taken is way off the number of calls answered.

QueueMetrics:
The number should actually match the number of calls taken for that very agent.

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