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  • Users: DDC_JB
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  1. DDC_JB

    CCMWeb report question - list of all inbound calls, weeding out callbacks for true metric

    Thanks in advance for the help! I am trying to get a true abandonment rate for my team. If we receive 500 calls in a day and 100 drop, that is a 20% abandonment rate. If 50/100 were people who actually called back and we were able to service them, I can capture the metric a different way in...

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