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Kian Yuen Wong

Joined Mar 09, 2022

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Last activity Mar 09, 2022

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Kian Yuen Wong commented,

CommentReporting for Talk

Hello there,

Is there any difference between Declined Call Legs and Missed Call Legs?

Which metrics should I refer to track how many calls that my agents missed? Scenario as below:

Caller made a call, call routed to agent A however agent A missed it, call got routed to agent B and B picked it up, if this is not considered a missed call, which metrics should I refer to?

Thank you.

View comment · Posted Mar 09, 2022 · Kian Yuen Wong

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