- Contact Center Analytics
Contact Center Analytics was built to help capture ongoing transactions and is done through the Entered Column.
The formula for calculating what is in the entered column is: Entered = Accepted + Diverted + Total Abandoned + Waiting in Queue.
So because of this adding up the individual slots (i.e. if split by 15 mins, 30 mins or 1 hour) it will not match the total sum of Entered in the summary section for all queues.