Remove abandoned calls where someone hangs up at 8 sec or less
Want to have abandoned calls removed from report - any calls where someone hangs up at 8 sec or less prior to answer
4
votes
Kat
shared this idea
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Lynce
commented
Abandoned calls are a critical metric for evaluating customer satisfaction and agent performance. However, including calls that are abandoned within the first few seconds of an agent receiving them may not always provide an accurate reflection of the agent's performance. This proposal suggests that calls abandoned before an agent has the chance to respond (i.e., within 5 seconds of being presented to an agent) should not be counted as abandoned calls against agents' metrics.
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Shane
commented
instead of 8 secs should be value the user can enter.