In Symposium, when I look on the 'CDN (route point) statistics' report, calls offered/answered is straight forward, but what is the fundamental difference between 'terminated' and 'abandoned' and Most Importantly, is there a report I can run that shows how long a call waited in the queue before it was abandoned?? and is there also a report that shows how long the call waited in the queue before it was terminated (if applicable)?
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Symposium abandoned call data question
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Abandoned = customer hangs up
Terminated = call handled OK following the script. Call can be routed, given IVR or whatever. Nobody has talked to the customer, but call handling is terminated as it should be as stated in the script. Typical example given an out of hours message.
Note that if the customer does not listen to the whole out of hours message, the call can re logged as abandoned.
The Application reports will show "Longest wait before abandon/answered" but not waiting time for the individual call.
Terminated = call handled OK following the script. Call can be routed, given IVR or whatever. Nobody has talked to the customer, but call handling is terminated as it should be as stated in the script. Typical example given an out of hours message.
Note that if the customer does not listen to the whole out of hours message, the call can re logged as abandoned.
The Application reports will show "Longest wait before abandon/answered" but not waiting time for the individual call.
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