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External Disconnects captured as Missed Calls

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  • 1.  External Disconnects captured as Missed Calls

    Posted 04-14-2022 14:20
    No replies, thread closed.
    According to Missed Calls (genesys.com) , if a customer disconnects the call while an Agent's phone is ringing it should not register as a missed call for that agent. 

    However, we've found that these interactions are, in fact, being captured as missed calls. This is skewing our missed calls rate to no fault of our analysts.

    See test example below:

    #Reporting/Analytics

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    Jon Chou
    SAGE GLOBAL SERVICES LIMITED
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