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CCMWeb report question - list of all inbound calls, weeding out callbacks for true metric
Thanks for the replies on this topic-- If we cannot get to a call and they hang up we consider it an abandoned call, and we do have short/long abandon. I can see the metric of "we were unable to service each caller on their first call" but I would also like to see "we were unable to service...- DDC_JB
- Post #4
- Forum: Mitel Networks solutions
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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...- DDC_JB
- Thread
- Replies: 4
- Forum: Mitel Networks solutions
