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Beginner

Dequeued Calls and Service Level

Do calls that DeQueue (Persay when I send them to voicemail during a RAN, I dequeue them so that they can be peg counted) affect my service level?

So does a call that waits 5 minutes and then choses to goto voicemail and be dequeued affect the service level?

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Collaborator

Yes, this would peg your service level.

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Would peg against the service level as a Not Answered / Abaondoned (I know it doesn't peg count abandonded but a negative hit on the service level)

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It would show as Dequeued not as abandonded or not answered.