What are offered interactions?

What are offered interactions?

• A. Answered, abandoned, or flow-out interactions.
• B. All interactions including those never presented.
• C. Only interactions that are answered.
• D. Interactions that abandon after being queued.

Answer: (A)

Offered interactions are the interactions that were actually presented to agents to handle. They capture what was put in front of agents for processing, not everything that existed in the system. The outcomes included in this measure are threefold: answered (the agent took the interaction and handled it), abandoned (the customer left before being connected), and flow-out (the interaction was routed to a flow or automated path rather than an agent handling it). This is why the description that lists answered, abandoned, or flow-out interactions is the correct way to define offered interactions. The other options would count interactions that were never presented, or would restrict to only one outcome, which doesn’t reflect what’s meant by offered interactions.

Offered interactions are the interactions that were actually presented to agents to handle. They capture what was put in front of agents for processing, not everything that existed in the system. The outcomes included in this measure are threefold: answered (the agent took the interaction and handled it), abandoned (the customer left before being connected), and flow-out (the interaction was routed to a flow or automated path rather than an agent handling it). This is why the description that lists answered, abandoned, or flow-out interactions is the correct way to define offered interactions. The other options would count interactions that were never presented, or would restrict to only one outcome, which doesn’t reflect what’s meant by offered interactions.