Silent Call Calculation

General Discussion
1

Afternoon all (morning to Vic depending on where in the world you are today!)

Easy question: What is the calculation you are using for silent calls from Genesys Dialler.

I’ve been asked by the business to report like this:

Silent Call Calculation = (Dropped/Genesys Dialler Ans) x 100

Genesys Dialler Ans = {(call_result = answer + abandoned) – (call_outcome = (no_answer, ans_machine, busy))}

  • would this be OFCOM compliant?