We implemented a breakout menu in our queues that leads to a queue callback option using WombatDialer. Callers are prompted to press 1 to maintain their place in queue and receive a callback at the appropriate time.
The system seems to be working as advertised, however, we have noticed that pressing 1 to enter the breakout menu counts the call as a lost/abandoned call, significantly skewing the reported results.
Is it possible to exclude "lost" calls based on the key pressed in reporting and wallboards?
