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When a Caller is offered Voicemail and leaves a voicemail they are counted as abandoned and add to the Abandoned Rate in the Omnichannel real-time analytics dashboard. Callers who leave a voicemail are not going to stay on the line they will drop off and wait for a call-back from someone answering their voicemail. These are not Abandoned calls and should be excluded from the Abandon Rate calculation.
STATUS DETAILS
Under Review
Administrator on 2/8/2024 9:30:13 PM
Thank you for your submission. We will be taking this idea into review and update this thread once we make a decision on adding to our backlog.
Regards,
Dynamics CCA BI team