"Offered" to agent

The agent’s answer rate is defined as requests answered divided by requests offered. Should all calls/requests allocated to agents count as “offered”, or only the calls/requests the agent had a fair chance to answer?

Which conversation event results are counted as Offered to agent in Puzzel standard agent statistics reports (Details for agents incl time logged on and Details per agent per queue)?

• Busy/reject ('b')
  • Calls - busy after alerting: Included in 'Offered'
    When a call is allocated to a Ready agent and the agent clicks No/Reject when the call is ringing.
    These Conversation events have result_code = 'b' and alert_ms > 0.
  • Calls - immediate busy: Not included in 'Offered'
    (It was included in 'Offered' until Sept. 16th 2025)
    When a call is allocated to a Ready agent and we get busy signal immediately.
    This might happen if the agent use an external phone and is engaged in a non-Puzzel call.
    These Conversation events have result_code = 'b' and alert_ms = '0'.
  • Written requests: Included in 'Offered 
    The agent can click Reject in the agent application when a written request is offered.  
    These conversation events have result_code = 'b' and duration_tot_sec being several seconds. (unfortunately, alert_ms = 0)  
  • Please note that in the Real-time views (Agent Ticker/Wallboard/Dashboard) a call is counted as Offered to agent only if busy/reject happened after alerting started.  
• Alerting timeout ('t') - included in Offered
  • For calls, the agent did not answer within the defined max ringing time
  • For written requests offered to the agent’s application, the request is not accepted within the defined “Max offer time”
• Caller hang-up ('q' or 'h') - included in Offered.
  • The caller hung up while the call to the allocated agent was in set-up or ringing/alerting phase. See more details in chapter Results for Conversation events
  • Will not happen for written requests. If a chatter disconnects while the chat is offered to an agent, the offered chat does not disappear, but when agent accepts the agent sees that the chatter is no longer there.
• Error ('e') - not included in Offered
  • Error when calling agent
  • Error when sending a written request to the agent’s Puzzel application.
• Set-up timeout ('c') - not included in Offered.
  • When calling the agent, the call setup was not received correctly by the agent’s phone within the max time, so the call did not “ring”
  • When sending a written request to the agent, the agent application did not respond “received and ringing”
• Answered ('k') is of course included in Offered