Voted Best Answer
Sep 26, 2016 - 11:18 AM
Call should be considered connected. If the agent who is the manager can't help out this caller with her concerns at this dealership, nobody else can. Sounds like the agent hanged up intentionally out of frustration. For inventory, it's still inventory related. Caller would like this dealership to match a price quote on a vehicle from another dealership. Still a valid inventory discussion. For dealership appointment request, I would say it's declined. Sounds like the agent or manager invited the caller to the dealership to work things out, but she refused, and the agent proceeded to intentionally hang up on the caller after a verbal exchange.
Also keep in mind, an appointment is discussed in the call. We can't mark calls that have an appointment discussion as not connected. It sends out bad data to clients.