My organization uses ZD SUPPORT and TALK modules. When a Call comes in there are two ways to decline a call but only is being recorded in the TALK Agent more option and EXPLORE stats.

1 - You're ONLINE for calls in TALK, in SUPPORT a call comes in, on your browser you have the option to decline the call. Clicking Decline will send the call back to the queue and it will be recorded as a declined call.

2 - You're ONLINE for calls in TALK, in SUPPORT a call comes in, you pick up the call on your phone and hear "press any key to take the call or press the # sign to decline". Pressing # to decline DOES NOT get recorded anywhere.

Hopefully we can add this request as well. I have a ticket open with the support team on this one.