Per our SLA's we need to report on abandoned call rates, but the abandoned rate is greatly skewed by calls abandoned in IVR.
We would like a way to filter these abandoned calls out from our overall abandoned call totals. They do not need to be included for us because the call never even reached an agent. No one on our team failed to do anything, the caller just didn't stay on the line.
Is there a way to do this that I am just missing or is this an enhancement opportunity?
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