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Mickey Gault asked Becky-Community_Manager edited

Refused Call Metric clarification request

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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Thank you Mary. Your article cleared up my question.

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You're welcome!

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mary-community-moderator answered
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Anirban answered
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