Voted Best Answer
Sep 20, 2016 - 09:16 AM
Whoops. You also confused me here. LOL xD =) Well, if the caller was "successful" in changing her appointment the first time, and is changing it a second time, I don't think it matters, as long as the appointment is still "existing". If it is, it's not a new appointment opportunity.
RE: Your summary is a little confusing. If the caller missed her appointment and was not successful in changing the time, it would be considered a new opportunity now. The appointment is no longer existing, but is cancelled. Thus, a new opportunity is present to book an appointment.