QueueMetrics > Running QueueMetrics

Breakout Menus and Lost Calls

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IMMY:
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?

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