KPI - Average wait time Abandoned calls and Average wait time Answered calls
Currently within Performance report there is KPI for Average Wait time, which as I understand it includes answered and abandoned calls. Can the performance reports have further two KPI as following: 1. Average wait time Abandoned only calls2. Average wait time Answered only calls
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Amir
shared this idea
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Olivia
commented
This metric will refcelt the time the caller was waiting before the call was abandoned.