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Measuring the number of calls offered at the switch, what is missed?

Test yourself on the number of calls offered in this question from the Call Center Metrics School quiz.

a) International calls.
b) Local calls.
c) Blocked calls (callers who get a "busy" signal).
d) Calls transferred to remote agents.

* Read the answer and more about number of calls offered
* Return to the Call Center Metrics School

This was last published in March 2008

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