Currently script designed as below on the high-level perspective;
Accept - Menu - Hold.Prompt - Select Resource
1) If the caller drop at Menu (before entering selections), its considered abandoned without CSQs and Agent Name (from HR).
2) If the caller drop during Hold.Prompt (after entering selection), its considered abandoned without CSQs and Agent Name (from HR).
3) Customer expects caller that entered selection and drop during Hold.Prompt to be a valid customer, which the agents will outbound call back.
If both scenario 1 and 2 posted similar from the Abandon Calls report, how do we differentiate and meet customer's requirement?
Any workaround to assign the inbound call to CSQs before playing the Hold.Prompt? as to differentiate from the reports from HR.