Hello,
Can you help me to understand the unattended % in the dialer/ telemarketing compliance report. The report shows we answered 4977 calls and 4971 calls were unattended however I see agents on the phones and we have managed more than 6 calls today . Is this report saying 99.88% calls were not answered within the 2 seconds? Also most of these calls are voicemails.
Theron, the time that telemarketing compliance is tracked is from the start of the voice interaction and/or for this purpose starting with the first block in the scenario. Your first block is perhaps a two-second wait block as default meaning even if the agent is immediately found and connected you’re outside of normal compliance of 2 seconds from when the call is answered to when it is connected to the agent.