The Best Method for Calculating PCA% Related Articles 10 Things You Need When Calculating How Many Contact Centre Advisors You Need Calculating Agent Availability % How to Measure Call Abandon Rate Definition: Contact Centre Jargon and Terminologies © Nikola - Adobe Stock - 281326976 1,623 Filed under - Forum The Best Method for Calculating PCA% Hi Hope someone can help me please! I am working with a phone system and the reporting can be slightly confusing. Can I clarify that the most accurate method of calculating your PCA% result is calls answered against calls offered (and not presented) ? Question asked by Neil Answer for the Best Method for Calculating PCA%- Hi, PCA is calculated by dividing calls answered by calls offered. What are you referring to as calls presented? With thanks to James Answer for the Best Method for Calculating PCA%- I am presuming that PCA means Percentage of Calls Answered. The flip side of this is the abandon rate. There is a very comprehensive article here on how to do it. https://www.callcentrehelper.com/how-to-measure-call-abandon-rate-75869.htm With thanks to Jonty Author: Jonty Pearce Published On: 12th Apr 2022 - Last modified: 27th Apr 2022 Read more about - Forum Recommended Articles 10 Things You Need When Calculating How Many Contact Centre Advisors You Need Calculating Agent Availability % How to Measure Call Abandon Rate Contact Centre Jargon and Terminologies Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter