||Calls that arrived in a queue.
||Calls which have arrived in a queue and have been answered by an Agent. This can include callbacks and voicemails.
||Calls that arrive in a queue where the caller decides to hang up the call before an Agent can accept the call. Callers who selected voicemail or callback option
||Calls that have been offered to an Agent but put back in the queue because the Agent clicked on “Working Offline”, “Take a Break” or did not answer the call before the timeout period.