Decelined calls

[yuppers123]

why do some reps have so many declined calls ? Is there a way to determine purposefully declining vs system related? 

[sachinzoom]

Hello, 

You can see call metrics by following this KB:

https://support.zoom.us/hc/en-us/articles/4470503772685-Voice-and-video-metrics-glossary

If this helps, please accept the answer as an accepted solution.

[tquinn]

@sachinzoom.   you only shared a link to the glossary, but never answered the question. What causes one to have so many declined calls?

[BChaffin]

@yeppers123 I have found that agents are hitting that.  We have been utilizing this service since April.  I have instructed my agents not to hit the red button.  We have not had any unless it was an accident.