Daryan Smith

Is there a way to add further codes? like Lunch, task, admin? 

Hi, 

I'm trying to build reporting and dashboards based on talk data sets. 

How do you determine the metrics for specific scenarios? 

For example I want to determine the number of calls, inbound, outbound, abandoned (split between reason) and calls that reached an agent and were answered and completed. 

The last 2 are the ones I'm struggling with as this should be completed call legs, however, the values don't match and the drill down function shows abandoned calls within the data set.