The number of Offered calls always equals Answered + Abandoned. Is this statement true or false?

The assertion that the number of Offered calls always equals Answered plus Abandoned is false. In call center metrics, the term "Offered calls" refers to the total number of calls presented to an agent or a queue for handling. The "Answered" calls are those that were successfully answered by an agent, while "Abandoned" calls represent those that were terminated by the caller before being answered.

However, there are circumstances that can affect this relationship. For instance, calls may be dropped due to issues such as technical difficulties, exceeding wait times, or being redirected without being considered officially abandoned by the system. Additionally, there can be various types of calls that may not fit into the 'Answered' or 'Abandoned' categories, such as those that are redirected elsewhere or blocked for some reason.

Thus, the calculus of Offered calls does not strictly equate to the sum of Answered and Abandoned calls due to these nuanced nuances in call handling processes. Understanding these dynamics is crucial for accurate analysis and reporting in a call center environment.