ACD System Counts Call Backs as Abandon

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ACD System Counts Call Backs as Abandon
I have a ACD System that is counting my call backs and VM's as abandoned calls because they were never answered by an agent. What is the industry standard for counting these or not?

Editor

Call Centre Helper

Voice mail would be an abandoned call
A voice mail would be an abandoned call. In terms of call backs it tends to be able to be configurable as to whether it is treated as an abandoned calls. It all depends upon the type and version of the ACD that you are using.

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