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Abandoned Calls Exclusion

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harryhoudini66

harryhoudini66

Technical User
Jun 20, 2006
90
US
Does anyone know if it is possible to change the formula a report uses? We have an 80% calls answered within 20 seconds goal. We currently do not monitor or have goals based on Abandoned calls (I know almost everyone else does). However, I understand that the Integrated Split comparison report does include them. Anyway to have this changed?
 
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You can make a Designer report using a custom calculation. Please note it can only be done in CMS Supervisor, not in screen painter.
 
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