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New Member

Historical Reporting (Adandoned Statistics)

The call center manager says that any callers that select to leave a voice mail option during a message while they are on hold counts as an abandoned call. Is there anyway that I can change that?

  • Contact Center
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New Member

Re: Historical Reporting (Adandoned Statistics)

Are you using Express or Enterprise? In Enterprise you could change the Call Type before routing to Voicemail, that way the call shows as an abandoned in the Call Type Voicemail and as an Overflow Out in the first call type

New Member

Re: Historical Reporting (Adandoned Statistics)

I am using 3.5 Express, I need to change this because we are putting in a new call flow within a week. Right now we are doing some Q&A and noticed it.

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