pulled emails vs accepted emails in GIM/GI2

[dnib]

Hello,

Any ideas on how to have different metrics for Emails Pulled and Emails Accepted in GIM/Interactive Insights ?
GI2 Universe guide states that Accepted include: [i]"The total number of times that customer interactions or warm consultations were accepted, answered, pulled, or initiated by this agent"[/i].

So how to have different metrics for Accepted , Pulled and Initiated ?

Thank you,
D