When pulling a report, what justifies an abandoned call?
Is this only when a caller hangs up while in the queue, or does this also pertain to callers who select a transfer option to route out of the queue?
Simple answer is only when caller hangs up while in queue.
This can be complex depending on your call flow. Transfer option to Voice Mail, or unity and hang up while unity is playing menu is not considered abandon.
Please rate accordingly thnanks,