We have just switched to Talk TODAY! What I need to be able to do is modify the 'abandoned calls' metric slightly to take into consideration 'wait time'. For instance, we have 1 abandoned call in out queue that has a wait time of "0:00" seconds. Our adjust "rule" has been "If a call is abandoned in under 15 seconds then we do not consider it as an abandon".
I took a look at the "abandoned call" metric:
IF ([Call completion status]="Abandoned In IVR"
OR [Call completion status]="Abandoned In Queue"
OR [Call completion status]="Abandoned In Voicemail"
OR [Call completion status]="Abandoned On Hold" )
THEN [Call ID]
and I think I just want to add something like "AND [Call wait time brackets] < "0:00" " after the OR statements but when I tried this I get no results.
Can anybody offer some assistance, please?
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