Do not Count Unanswered Call Center Calls offered to an Agent Count as Overflowed
According to our troubleshooting with Akixi, any unanswered call to an agent (AKA Bounce) will count as an overflow on the wallboard.
This can greatly increase the Overflow counts on the wallboard.
If an overflow rule is set, specifically one sending the call off platform, then only those calls should be considered Overflowed.
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Voice Escalations
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