Kian Yuen Wong

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.