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Running QueueMetrics / Breakout Menus and Lost Calls
« on: February 25, 2019, 23:36:48 »
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?
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?