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Status Future consideration
Created by Guest
Created on Oct 15, 2021

Show actual abandoned call number and percentage

We have queues that overflow to one another so looking at queue level abandoned rates is misleading. The primary queues may show say 30% abandoned, but if 90% of those calls are answered by the second queue the call goes to then the actual abandonment rate in terms of the customer experience is far lower. We need to be able to see calls where a customer doesn't successfully reach an agent