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Status Under review
Created by Ashley Smith
Created on Mar 7, 2023

Abandonment Rate Definition Alteration

As required for accreditation, I would like the ability to include only true abandoned calls in calculations. For example, a caller hangs up prior to the staff answering or a call goes to voicemail before a person has the opportunity to answer would be considered an abandoned call. Calls should not be considered abandoned once they are answered, regardless of what happens.