Call Picked Up

[Trying]

We find many Call Picked Up - PU statuses on the reports even when nobody is dialing. According to the manual this status means "Status that a call is changed to as soon as the carrier has sent the Answer signal and before the call is sent on to an agent"

Why would leads be in that status even after hours?

[williamconley]

find a single lead with that status from the offending group of leads.

check the history for that lead.

remember that to you as a manager this is an irregularity and annoying from a statistical standpoint. but to you as a TECHNICIAN, it is merely data. to be analyzed. simplest method is to find a single occurrence and analyze that one. it may be representative of the class and as such you may resolve the whole challenge with that single record.