What is the difference between abandoned and no-answer calls?

  • 14 July 2020
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Abandoned calls are represented in the call metrics tab with a grey slashed arrow. An abandoned call means that the call was hung up by the customer before an agent could answer it. 


A missed or no-answer call is represented by a red slashed arrow, it means that the customer was left unanswered by the agents. No-answered calls are calls that rang for the entire duration of time and were left unattended by your agents. 


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