General questions about queued/dequeued/abandoned calls and reporting
I have a couple of basic questions.
1. If I have a prompt or menu prompt that precedes actually getting queued and someone makes a selection that goes to a call redirect, how is that call reported? Is that considered an abandoned call? If so, what step (such as dequeue) should I use to correct that issue?
2. Within the queue steps in my script I have a menu step (to allow for them to press 1 to redirect to a VM box if they don't want to continue waiting). It looks like this:
---- 1 - Go to VM
------- Dequeue (--Triggering Contact-- from CSQ_CustService)
------- Call Redirect (--Triggering Contact-- to 95551234)
I've gone into the queue and optioned out several times but my "dequeued calls" column in reporting for the CSQ_CustService queue is always 0. What am I doing wrong? I'm afraid these might be marked as abandoned.
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