Abandoned Calls

New Contributor II

When on the Dashboard, do you go to Call Metrics or CSR Metrics to find the Abandoned Calls that need to be reclassified?  There seems to be some confusion in our office, and I would like to get confirmation.  I have been going to CSR Metrics, then Abandoned Calls, to listen and reclassify them.  However, another CSR was told that she needed to go thru the calls listed under Call Metrics to reclassify.  


New Contributor II

Abandoned calls show up on either Dashboard. It will always be in the same category where the Agent Scorecards are at. 😁