QueueMetrics forum

QueueMetrics => Running QueueMetrics => Topic started by: WRP on May 22, 2009, 20:32:15

Title: When is a call considered 'Unanswered' in a queue?
Post by: WRP on May 22, 2009, 20:32:15

If no agents are in the queue and the caller is eventually forwarded to a different destination automatically (such as voicemail or an external number), is the 'unanswered calls' counter incremented?

Title: Re: When is a call considered 'Unanswered' in a queue?
Post by: QueueMetrics on May 23, 2009, 09:15:10

Yes - all calls that aftyer hittinga queue are not answered by a human but terminated for any other reason are "unanswered". Then in the unanswerd page you can see why each of them was not answered.