Hi all,
Was looking for some guidance on an issue I'm having, we currently have the option to answer or reject calls and have the auto-answer option turned off. We measure rejection rate (calls rejected by calls presented), the only option that can provide these numbers under 'Agent Performance' is 'Alert - No Answer'. It includes the following data:
1) Amount of calls that timed out before answering
2) Amount of calls that were physically 'rejected'
3) Amount of calls disconnected by the caller before the agent can answer
In order to show a true reflection of what the agents have rejected or missed, it does not make sense that point 3 is included. Has anyone got any ideas how best to see the results I'm after please?
Many thanks in advance!
#QualityManagement#SystemAdministration#Telephony------------------------------
Soph
------------------------------