Principals do not have a column for answered calls.

However, this case might not always apply. A number of interactions affect the totals on the measurement reports so that the column totals do not add up to the total calls offered.

Call Forwarding: A forwarded call from the principal is counted as offered or abandoned to the principal. If the call abandons, the call is counted as abandoned at the principal. If the forwarded-to extension is a measured principal, the call is counted as an offered call to the forwarded-to extension, but if the call does not have an abandon or a redirection associated with it. The system displays the call as answered.

Bridging and Pickup Groups: The principal, the principal bridge and members of their pickup group all have access to a call even if the call goes to coverage.

If one of these parties answers the call, the count shows the call was offered to the coverage path without a corresponding count of answered or abandoned. The count is thrown off and the columns do not add up.

Distributed Communications System (DCS): Call Forwarding abandon interactions are different than those described above if forwarding is done off-switch. In that case, each extension is treated as a principal and calls are counted as abandoned if the caller drops the call.

When a call is forwarded across DCS, the call goes to coverage based on the forwarded-to principal path criteria rather than the principal unless the principal is using cover-all.

Because the one-switch appearance of DCS is achieved using more than one trunk, ACB and LWC calls are counted as abandoned.