- Silver, 250 points or more
As I understand it, CallsHandled increments after wrapup. What I can't figure out is under which circumstances would a call not have a wrapup period. Shouldn't CallsAnswered equal CallsHandled? The only exception I can think of is if Finesse crashed during a call or maybe if an agent closes the browser. Any other ideas?
edit: Voice only and it's not about interval boundaries.