Hello, I want to be able to report on how many calls were offered (once) and answered, and how many were long abandoned. I use the above mentioned report and would expect that the difference between those offered and handled would be the abandoned long total but it is not.

There are so many column options in the report that I may not be using the correct ones but  there are discrepancies between the subtracted results and abandoned Long.

In fact for Q2  there were 395 offered and 380 calls answered so I would assume the volume abandoned would be 15 but it is showing 24 so where did those other 9 calls go?

A question also- if a call is both declined and the caller hung up, is it categorised as 1 or the other or can it be both?

Thanks

hey folks i'm deploying a contact center only, no zoom phone. Couple questions:

when doing a zoom phone deployment,  we found we needed 1 zoom phone license per DID. We'll be porting a help desk number to Zoom for this contact center only deployment, do they need this zoom phone license for this contact center only deployment? 

What would be needed to forward after hours calls off net? to a domestic number? customer forward after hour calls to an answering service.

Is there a way to disable the Callback function from calculating the estimated wait time? If I only have 1 agent in that queue, but they're on break it is playing the Callback request prompt BEFORE any of the greeting or interrupt messages.

I don't want to change the Callback prompt longer than 5 minutes, because when I have long waits I want that to kick in after 5 minutes of holding.

Is there something in my account or something in the flow that I can do script-wise to make it ignore the estimated wait time calculation and just do the 5 minutes like I have set?

Hey I am using an API to delete users, when doing this form the GUI I have the option to delete the user without transfering data.

What is the flag I need to set in the API so that I can also delete a user without transfering data. I tried doing this byt setting transfer_email as an empty variable and also a dummy value but it need to be an already created account.