I am not sure if this is actually an issue but it seems like an issue. I have been receiving complaints from my call center agents that when a caller hangs up a call before they have a chance to answer. These calls are being marked as ‘no answer’ essentially effecting this metric we use to consider how many missed calls they have.
I am wondering if there is a fix for this or some solution to not mark these calls as ‘no answer’.
The call is already no answer … this is not an issue
The metrices of the SLA = the answerd & no answer within threshold ÷ offerd calls