Abandon Call Tracking Reports

[tdamro]

Hi All,

If customer would like to track when the call is abandon such as abandon during the IVR call flow or abandon during in queue and waiting for agent to answer, Is it possible to create multiple Topics to use to track when the customer hangs up the call such as Topic 1 is created in front of the IVR and Topic 2 in front of the agent queue so when the call is drop during the IVR menu the abandon call will only be in Topic 1 and not Topic 2 or when the call is drop during waiting for agent will be seen in Topic 2 and not in Topic 1? Is this possible? Please kindly help advise. Thank you.