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What is the definition of diverted calls in 8x8 Analytics

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Applies To

  • Analytics for Contact Center

Answer

Diverted calls represent the total number of interactions that entered and left the queue without terminating (these interactions were forwarded to another queue, transferred, or forwarded within an IVR script).

Additional Information

Full glossary with all Analytics for Contact Center definitions:

https://docs.8x8.com/8x8WebHelp/8x8A...s/Glossary.htm