The current counter is somewhat misleading.
Is a call missed when it is an agent calling due to being redirected back herself?
Is a call missed if the caller hangup immediately after hearing that she have reached the reception?
Probably not. I suggest dividing the missed call counter into three groups:
Total
Early hangup
Inbound calls from agents
The current counter is somewhat misleading.
Is a call missed when it is an agent calling due to being redirected back herself?
Is a call missed if the caller hangup immediately after hearing that she have reached the reception?
Probably not. I suggest dividing the missed call counter into three groups:
Total
Early hangup
Inbound calls from agents