Call pilot/symposium question, how call is counted?

[bochieboy]

The caller calls our tech support number, if all agents are busy they here a msg saying all techs are busy and they are given an option to leave a msg by pressing two, this option comes off of a call pilot vm item. Does Symposium treat this call as abandon? How is it counted since they are getting redirect to a vmb instead of staying in queue?

I know this might be more of a Symposium question but I thought someone in this forum might be familiar also.

 

[yyrkroon]

The call will be pegged as Terminated.

The easiest report to look at for terminated calls is the CDN report.

Look at you CDN Statistic Report and you'll see the Terminated column.

 

[bochieboy]

ok, thanks you very much.