07 January, 2020
New Features
Call Abandoned Over 15s - This new Call Abandoned metric calculation, available within TCM, is the number of inbound calls that were abandoned within the queue before reaching an agent; excluding calls that were abandoned in less than or equal to 15 seconds.
% Call Abandoned Over 15s - This new Call Abandoned metric calculation, available within TCM, is a percentage of total inbound calls that were abandoned within the queue before reaching an agent; excluding calls that were abandoned in less than or equal to 15 seconds.