1) Looking in Call History (Talk enterprise) I can see various classifications of Abandoned:
Abandoned on hold
Abandoned in que
Abandoned in voicemail
Can I report on these separate classifications in Explore?
2) On listening to calls in History marked as Abandoned in qQe, but with tickets generated, I hear that the call was in fact answered, but transferred to another Group. It must therefore be the case that the caller hung up while on hold waiting for someone in that group to answer. Looking at the timing I can see that this abandoned call is recorded against the group/original receiver of the call, not the group to which the call was transferred. Is this correct?
Thank you for your help :-)
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