Call queue is forwarding a call during business hours and being tagged as abandoned
If a call queue is forwarding a call during business hours via custom rule, the call is being tagged as abandoned. It should not be tagged as abandoned because the call was answered by the forwarding number.
10
votes
Vernice
shared this idea
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Kamilla
commented
Strong agree! Tagging as abandoned in this scenario is inaccurate and creates misleading reports. A call in this scenario should be tagged as 'automatic transfer' or 'passed on' or something similar to that.