Voice queue summary report

[ARC19]

I am trying to understand the metrics on the voice queue summary report for ZCC. for example, what's the difference between offered and offers total. 

[Vinnie]

Hello @ARC19 

This article explains the ZCC Metrics

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061948

Offered: The number of engagements offered to the queue for agents to handle. It indicates the number of opportunities present in the queue at any given time, reflecting the demand for agent interaction.

Offered Total: The total number of offers made to agents. Each engagement can generate multiple offers if it is assigned to several agents. This count is recorded only when the engagement has officially reached or been assigned to an agent.
For example, if a single engagement has been assigned to 3 different agents, the Offers Total would be 3.

If this answered your question, please mark it as "(Accept as Solution)"

Vinnie.