Call technicalities
Missed call vs dropped call?
0min
Missed Call: A call that was not picked up by your agents intentionally or because all the agents were busy is called a missed call.
Dropped Call: For instance, your IVR plan provides you with 5 channels and at a certain time, all the 5 channels are busy as your agents are talking to clients. Now if one more client calls then that call would be dropped due to non availability of channels.
