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Refused Call Metric clarification request

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Refused Call metric: If agent is on the phone with call #1 so is not able to pick up call #2. Does call #2 count as a Refused Call?

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Mary-Community_ModeratorAnswer

Community Manager

Hi Mickey, please refer to this KB article, https://support.ringcentral.com/article/How-do-you-define-refused-calls-Performance-report-Analytics-Portal.html.

Anirban2396911020

The First Step

You can check the following reference for clarification:

https://community.ringcentral.com/questions/26629/abandoned-calls-vs-refused-calls.html

https://support.ringcentral.com/article/Central-Call-Refusal-RingCentral-Contact-Center.html

Mary-Community_ModeratorAnswer

Community Manager

Hi Mickey, please refer to this KB article, https://support.ringcentral.com/article/How-do-you-define-refused-calls-Performance-report-Analytics-Portal.html.

Author

The First Step

Thank you Mary. Your article cleared up my question.