Derived from the same call rows as the call log, with 3CX's own ring receipts for the calls nobody took and the live phone feed's record of who else rang on the calls a colleague answered. Offered = every call that rang an agent in business hours while they were logged in; answer rate = answered ÷ offered. A call a colleague answered first counts as not-answered for the others who rang. After-hours traffic and calls that rang while the agent was logged out aren't counted.