MartinaJBoyle
Listener
since ‎2023-01-27
‎2024-03-18

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Voice Queue Summary Report Uncertainity

2024-03-18 11:43 AM
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 lo...

Consumer Call not ringing with agent but appearing answered

2023-12-13 11:59 AM
Issue is a consumer is ringing, it is presented to an agent but it does not ring for him so he cannot answer it, the user hung on for 4 minutes and the call wasn't presented to anyone else. However we have it set that it should ring for 10 seconds, i...

Abandoned Calls Details

2023-02-20 09:43 AM
How can analysts see who the abandoned caller is? If they hang up before the request call back we want to proactively call them back anyway so the agents need this view.
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