Question Variations
- How accurate are the missed opportunity signals?
Applies To
- Missed Opportunity Signals
- Reporting
Answer
Signal accuracy, i.e not answered, answered, can range from 90% - 95%.
Additional Information
The accuracy of our system isn't automatically checked, so the best way to ensure accuracy is to randomly select a set of calls, study their transcripts and/or recordings to determine whether the agent was able to answer, and then compare that to what our system predicted. In our experience, collecting at least 100 calls for analysis is best.
Additional note: voice IVRs may affect the accuracy of the answered by Agent metric.
