Track AWS Connect calls which hang up before reaching a queue

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On our setup we have a welcome message which plays before transferring the caller into a queue. As I understand it, the abandoned calls stats only count calls which made it into the queue, but hung up before connecting to an agent. Is there any way to get a count of callers who hang up before the welcome message ends, before they're even transferred to the queue?

Steve
已提问 23 天前89 查看次数
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Yes, you can use the historical "Phone numbers" report, you will see all the phone numbers shows up as the first column. Make sure to include the following metric:

Contacts incoming

Contacts queued

Contacts incoming is the total number of calls the phone number answered, and Contacts queued should be a smaller number which are the calls that went into queue. The difference will be how many calls did NOT go into a queue.

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已回答 23 天前
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